Step 1: Find the Policy
Locate the life insurance policy documents. Check for:
- Physical paperwork in the deceased’s files, safe, or with their solicitor
- Emails from the insurer (search for the insurer’s name)
- Bank statements showing premium payments (these identify the insurer)
- Contact their financial adviser if they used one
- Use the Unclaimed Assets Register or Association of British Insurers (ABI) if you cannot find any policy details
Step 2: Contact the Insurer
Call the insurer’s claims team (the number is on the policy or their website). They will:
- Confirm the policy is active and premiums are up to date
- Send you a claims form (or direct you to an online process)
- Tell you exactly what documentation they need
- Assign a claims handler to guide you through the process
Step 3: Gather Documentation
You will typically need:
- Death certificate (original or certified copy)
- Completed claim form
- Policy number
- Proof of identity for the claimant
- Grant of Probate or Letters of Administration (if the policy is not in trust)
Policies in trust: If the policy was written in trust, the trustees can claim without waiting for probate. This is much faster – often just days rather than months.
Step 4: Submit and Wait
Once you submit everything, the insurer will process the claim. Typical timescales:
| Scenario | Typical Payout Time |
|---|---|
| Policy in trust, straightforward claim | 5–10 working days |
| Policy not in trust (probate required) | After probate granted (weeks–months) |
| Insurer requests medical records | 4–8 weeks additional |
| Claim within first 2 years of policy | May take longer (additional checks) |
What If the Claim Is Declined?
Claims are rarely declined (97–98% acceptance rate), but if yours is:
- Ask for the specific reason in writing
- Use the insurer’s formal complaints process
- If unsatisfied, escalate to the Financial Ombudsman Service (free to use)
- The most common reason for decline is non-disclosure of medical information
Frequently Asked Questions
Contact the insurer, complete their claim form, provide the death certificate and ID. Payout: 5–10 days for policies in trust.
In trust: 5–10 days. Without trust: after probate (weeks–months). Medical records: add 4–8 weeks.