How do I make a life insurance claim?

Key takeaways

• To claim on a life insurance policy, you’ll need to contact the insurer, complete a form, provide the deceased’s name, policy details, cause of death, and your relationship to the deceased

• Only the beneficiaries named on the policy are entitled to the payout. If no beneficiary is specified, the proceeds are usually paid to the deceased’s estate, according to their will or intestacy rules

• Claims are often settled within a month provided all required documentation is submitted

How do I start a life insurance claim?

When you are ready to claim, the first step is to contact the life insurance provider. You should find the relevant details in the deceased’s policy documents. Most insurers now allow you to start the claims process online.

While making a claim can feel overwhelming, this first step is key, as it sets the claims process in motion. Providing accurate and comprehensive information from the outset can help the process run more smoothly and reduce the risk of delays.

According to the Association of British Insurers (ABI), the vast majority of claims – 96.5% of new life insurance claims – were paid in 2024, which should offer some reassurance^{^}

How do I find the insurer

Insurance companies can change names, merge with other providers, or be acquired over time. If you are struggling to find the insurer named on the policy, check for recent annual statements or records of premium payments made by the policyholder. These may contain updated contact details and help you track down the company now responsible for the policy.

Just be aware that unlike pensions, there is no UK Government tracing service for life insurance policies. This means you may have to do your own detective work. You may want to check out tools such as Gretel to help with your search.

What details do I need for a claim?

When making a claim, you'll need to provide specific details, including the following:

• The deceased's name, address and policy number

• The cause of death as stated on the death certificate

• Your name and contact details, and your relationship to the deceased

To make a claim, three essential documents are typically required: the death certificate, a completed claim form, and the original policy document. If these documents are not readily available, a good starting point is to check the deceased's bank statements for evidence of regular premium payments.

Who can claim on a life insurance policy?

While anyone can contact the insurer and start the claims process, only the beneficiaries are entitled to the payout. This is often the surviving spouse or civil partner. If the policy was written ‘in trust,’ the proceeds will generally be paid out to the trust’s beneficiaries.

The beneficiaries will be named on the life insurance document. If an employer has taken out a life insurance policy on behalf of an employee, it is known as a death-in-service benefit.

In such cases, the employer should provide an 'expression of wish' form completed by the deceased, which indicates the intended beneficiary.

A life insurance payout may also be paid to the deceased’s estate, where it will be distributed according to their will (of if there is no will, according to the rules of intestacy). If this happens, the payout may be taken into account when calculating any inheritance tax due on the estate.

How long will a claim take?

Life insurance claims are often settled within a month, provided all the required documentation is submitted promptly and there are no complications. Delays can occur if, say, information is missing, or if additional evidence is needed.

Why might a claim be rejected?

Claims can be denied for various reasons, such as the cause of death not being covered, non-disclosure of relevant information by the policyholder, or because the policy term has ended. Unlike whole-of-life cover, a term life insurance policy will expire after a set number of years.

If this period has passed, you will not be able to claim. Additionally, certain types of death may not be covered, including death outside the insurance term, by suicide, during an act of war, or while engaging in high-risk or illegal activities.

If a life insurance claim is rejected and you believe the decision is unfair, you can raise a complaint with the insurer. If the issue remains unresolved, you can ask the free Financial Ombudsman Service [add link] to review the case.

How does terminal illness cover work?

While life insurance policies generally only pay out after death, some include terminal illness cover. This can provide an early payout if the policyholder is diagnosed with a terminal illness. Unlike critical illness cover – which pays out on diagnosis of specified medical conditions – terminal illness cover is designed for those not expected to live long.

Finding the right life insurance policy

Making a life insurance claim can be a complex and emotional process, but understanding the steps involved can make it more manageable.

MoneySuperMarket is committed to helping you find the right life insurance policy, offering comparisons from leading providers that take into account your personal and medical history.

Remember, while the process may seem overwhelming, you're not alone. Insurers and support services are there to guide you through each step, ensuring that you can focus on healing and honouring the memory of your loved one.