Step 1: Contact your insurer as soon as possible
Don't wait until you feel better or have all your paperwork ready. Contact your insurer's claims team as soon as you receive a diagnosis that you believe is covered. Most insurers have a dedicated claims helpline and assign a personal claims handler.
Step 2: Check your policy documents
Locate your policy documents and check the list of covered conditions and their definitions. Confirm your diagnosis matches the policy definition — this is crucial. If you're unsure, your claims handler can help.
Step 3: Gather medical evidence
Your insurer will require medical evidence, which typically includes:
- A diagnosis letter or report from your consultant or GP
- Hospital discharge summaries (if applicable)
- Pathology or biopsy reports (for cancer claims)
- Your completed claim form
Step 4: Complete the claim form
Your insurer will send a claim form. Complete it accurately and in full — omitting information can delay or complicate your claim. Your GP may also be asked to complete a medical report (at the insurer's expense).
Step 5: Await the decision
Most insurers aim to make a decision within 5–10 working days of receiving all required information. Complex cases may take longer. If your claim is approved, the lump sum is typically paid within days of the decision.
What if your claim is rejected?
If your claim is rejected, you can:
- Ask for a detailed explanation of the decision in writing
- Escalate through the insurer's internal complaints procedure
- Refer to the Financial Ombudsman Service (FOS) if unresolved after 8 weeks
- Seek legal advice for complex or high-value disputes
Frequently Asked Questions
Most straightforward claims are decided within 5–10 working days of all information being received. Payout typically follows within a few days of approval.
A CIC claim is based on diagnosis, not ongoing illness. If you were diagnosed with a covered condition and met the policy definition at the time, you can claim — even if you subsequently recover.