Your claim if you bought through a financial adviser
Contact us and we’ll tell you the name of the person handling your claim and they’ll stay with you throughout the process.
As soon as the claim’s been verified and we have all the relevant paperwork, we make the payment and funds usually clear in 3-5 working days.
If you have a Personal or Business Protection Menu Plan (just ask if you’re not sure), we’ll ask you if you want us to arrange for a nurse adviser from independent care advisory service RedArc to call you to see if they can help through our Helping Hand service. If you’re not ready to talk, we can arrange for them to call back whenever you want. The service comes at no extra charge and can be really helpful.
Please carry on paying the plan premiums for the time being. We'll let you know if it's OK to stop, if it's Life Cover for example. If you have any worries about this, talk to the person dealing with your claim.
Here are some of the answers to questions you might have. Because each case is different, these answers are just here as a guide.
If I’ve been diagnosed with a critical illness, what will you need to see?
We'll need to see medical information to support the claim. All diagnoses have to be:
- the first and unequivocal diagnosis of the critical illness
- made by a consultant who’s a specialist in the relevant area of medicine and who's employed at a hospital within one of the countries listed in your plan details
- confirmed by our chief medical officer
How soon should I make a claim after someone dies?
Let us know as soon as you can. We won’t keep you on the phone any longer than we have to and if you need to call back, that’s fine too. The quicker you tell us, the quicker we can get to work on the claim.
What sort of documents will you want to see?
We could ask for:
- the birth, marriage or death certificate
- any other evidence of a change of name
- evidence of income
- medical evidence to support the claim
- evidence of the amount and status of your mortgage if relevant to the claim
Do you need an original death certificate?
Yes, we prefer to get an original copy but we can accept a standard verification form completed by a solicitor if that’s easier.
How long does it take for the money to be paid out?
As soon as the claim’s been verified and we have all the paperwork we’ve asked for, we make the payment and funds usually clear in 3-5 working days.
When won't you pay a claim?
Although this doesn’t happen very often, there are cases when we’re unable to pay a claim. For example:
Claim doesn't meet plan definitions
We won’t pay if the claim doesn't meet the definition set out in our plan details. We can give you a copy of these if you don’t have them to hand.
Misrepresentation is when you haven't told us something about your health or lifestyle that, if we had known about it, would have changed our decision on whether to accept your application or not. For example, if there are some details in your medical history that you didn’t tell us about when we asked during the application process.
We won’t pay a claim if we find out that it’s fraudulent. For example, if you haven't really been diagnosed with a critical illness.
Non-payment of premiums
In most cases cover will stop and the plan will be cancelled if you stop paying your premiums. That’s why you should tell us as soon as possible if an illness or death means you could have difficulty finding the money to pay the premiums.
The cover term has finished
We won’t pay if the plan has finished or if it's been cancelled. For example, if you took out the plan to cover a 25-year mortgage, you wouldn't be able to claim after 25 years had passed.
If we haven't answered your question here, please contact us.