Claims guide.

Claims guide.

What to expect when making a claim.

You’re in safe hands.

When something has happened to you or your loved one, making a claim can feel overwhelming. And that’s ok. We’re here to guide and support you through each step of the process.

What to expect when making a claim.​

Check your cover.


Find your policy documents and check if your sickness or injury is covered.

If you’re making a Life cover claim it’s important that you're aware of the policy ownership details.

Your policy documents form the insurance contract between us and set out all the details of what you’re covered for.

Start your claim.


To start your claim: 

Complete forms and provide documents.


You’ll need to supply some forms and documents to help us assess your claim. We’ll make it as easy as possible for you by outlining what we need you to do including the documents or information you need to send us.

Your dedicated claims specialist.


Once we receive your forms and any other documents, you’ll be assigned a dedicated claims specialist. They’re here to understand your situation, answer your questions and support you. Sometimes they may ask you for additional information to ensure we can accurately assess your claim.

See how we’ve helped our customers.

Assessing your claim.


We’ll make an assessment of your claim based on the information provided. Because everyone’s situation is different, the length of time it takes to assess your claim is dependent on a few things:

  • the type and complexity of your claim.
  • whether any independent medical assessments are required.
  • the amount of information we must review as part of your claim.
  • how quickly we’re provided with the information we need.

Top tip.

Your claims specialist will keep you updated throughout the claim process. Please reach out if you have any questions.

Claims outcome.


We'll notify you as soon as possible once we make a decision about your claim.

If your claim is accepted, we’ll make arrangements for payment and discuss any alterations that need to be made to your policy as a result of the claim.

If we’re unable to accept your claim, because your illness or injury doesn’t meet the requirements of your policy, your claims specialist will contact you to discuss this in detail.

If we don’t have sufficient information to accept your claim, your claims specialist will explain what further information or steps may be needed for us to review or continue with your claim.

Top tip.

Discuss the outcomes with your adviser or claims specialist. If your claim is declined, you can always provide additional information, or make a complaint to appeal our decision.

Make a claim.

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We’re with you every step of the way.