Making a life insurance claim

Hello! I am Gemma, a legal assistant at Lawyer Destroyer. I am so sorry for your loss. Making a life insurance claim usually comes at a very difficult time, so I want to make this process as clear and straightforward for you as possible.

Here is a practical, step-by-step guide on what you need to do.

Step 1: Find the policy documents
First, you need to locate the life insurance paperwork. This will give you the policy number and the name of the insurance company. If you cannot find the documents, try looking through the person's recent bank statements for direct debits paying an insurance premium. You could also check if their employer provided a death in service benefit, which works in a very similar way.

Step 2: Check who has the right to claim
Who actually makes the claim depends on how the policy was set up.
If the policy was written in trust, the money is separate from the rest of the person's estate. The people named as trustees are the ones who make the claim, and the money is paid directly to the beneficiaries.
If the policy was not in a trust, the money belongs to the person's wider estate. In this case, the executor named in the will makes the claim. If there is no will, the person's closest living relative usually steps in as the administrator to handle things.

Step 3: Get the death certificate
You will need the original death certificate or an officially certified copy. When you register the death, it is a very good idea to buy several extra original copies from the registrar. Insurance companies, banks, and other organisations will usually insist on seeing an original rather than a photocopy.

Step 4: Contact the insurer
Get in touch with the insurance company as soon as you feel ready. Most insurers have a dedicated bereavement team who are trained to be gentle and helpful. They will ask for the policy number, the name of the person who has died, and their dates of birth and death. They will then send you a claim form to fill in.

Step 5: Send off the claim form and evidence
Complete the claim form and return it to the insurer along with the death certificate. They might also ask for the original policy document, proof of your own identity, and a copy of the will, if there is one. Because these documents are so important, it is always best to send them by recorded or tracked delivery so they do not get lost in the post.

Step 6: Wait to see if you need probate
If the policy was not written in trust, the insurance company might ask to see a Grant of Probate before they release the money. Probate is just the official legal document that proves the executor has the authority to deal with the person's money and property. If the payout is quite small, some insurers will waive this requirement and release the funds without probate, but each company has its own financial limit for when they will do this.

What happens if there is a problem with the claim?
Most life insurance claims go through quite smoothly. However, if the insurer refuses to pay or is causing unreasonable delays, try not to worry. First, ask them to explain their reasons clearly in writing.

If you believe they are acting unfairly, your best next step is to make a formal complaint directly to the insurance company. They have eight weeks to investigate and give you their final response.

If you are not happy with their answer, or if the eight weeks pass without a decision, you can take your complaint to the Financial Ombudsman Service. The Ombudsman is a free, independent body that resolves disputes between financial businesses and consumers. Taking your case to the Ombudsman is much quicker, less stressful, and carries far less financial risk than trying to take a massive insurance company to court.

I really hope this gives you a clear path forward. Just take things slowly and one step at a time. Please let me know if you need help with anything else.