Money Expert > Life Insurance > How to make a life insurance claim
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Last updated: 23/05/2025 | Estimated Reading Time: 7 minutes
Dealing with the death of a loved one is never easy, and navigating through the legal process can add to the challenges . Alongside the emotional toll, there’s a considerable amount of administration, including funeral arrangements, legal documents, and managing the policyholder’s estate. If your loved one had a life insurance policy, knowing how to make a life insurance claims and who the life insurance beneficiaries are can help ease some of the burden during this difficult time.
A well-structured life insurance policy provides a lump sum payment to help you cope with financial pressures. In most cases, the insurance provider will aim to make the life cover claim process as smooth as possible, with the vast majority of claims paid out, 99.6% according to the Association of British Insurers (ABI).
There is no time limit to claim someone’s life insurance, so take the time you need to handle legal processes and grieve. However, starting the insurance claim process sooner can help cover urgent expenses and avoid financial stress.
When you feel ready to make a life insurance claim following a bereavement, take the following steps:
You'll first need to reach out to insurance company to notify them of your intention to claim. Information about how to contact the provider, including their contact details, will be included with the life insurance policy document and be posted on their website. Typically, you can contact them by post or phone. Many insurers now allow you to initiate the claims process through their website.
Life insurance policies may have been purchased decades previously and potential beneficiaries may not know from what company. It might be helpful to check the deceased's bank statements or credit card statements to see to whom they were paying regular payments for insurance premiums and what the policy covers. Additionally, insurance firms may have changed their names or merged since the policy was purchased. The Policy Detective site can help you determine the current trading name of the insurer named on policy documentation and how to contact them.
When you contact the insurer, you'll need to initially supply the name of the deceased, their cause of death (which will be noted on the back of the original death certificate), and policy number. You'll also have to identify yourself and your relationship to the deceased.
It's important to note that while anyone can start a life insurance claim, the payout will only go to beneficiaries named in the policy or in the decedent's will.
You'll have to provide the insurer with the following documentation related to the life insurance policy to officially make a claim.
Payouts are typically processed quickly, often within a month and sometimes within a few days. There may be delays if there's dispute or uncertainty about the circumstances regarding who the beneficiaries are and or if some other documents are missing and need to be tracked down.
Usually, the beneficiaries of a policy are clear. In the 40% of life insurance policies that are sold as joint policies, the recipient of the payout is the other person on the policy. In the case of single policies, if the deceased's spouse or civil partner is still alive, they receive the benefits as the primary beneficiary.
Otherwise, if the policy was set up in trust, as 6% of life insurance policies in the UK are, the payout will go to the person nominated in the policy. If it wasn't, the policy will be paid to the decedent's estate, where it will be distributed according to a will and will be subject to inheritance taxes.
If no beneficiary has been specified in the policy and there's no will (and 60% of people in the UK die without one), a court will have to name a life insurance beneficiary, which can complicate the claims process for the family. If this is the case and especially if there's a dispute about who receives the payout, you should seek legal advice and possibly representation.
Additionally, sometimes a payout will delayed if the cause of death is unclear and needs to be investigated. Depending on the terms of the policy, claims can be rejected if the death is determined to be suicide, for instance.
If someone dies while still in work, they may have a "death in service" benefit, a life insurance policy taken out by an employer on behalf of the employee. In that case, you'll have to notify the employer of the employee's death and obtain from them the 'expression of wish' form that the deceased will have filled out. This will specify the beneficiary of the policy.
Typically you cannot claim on a life insurance policy while the policyholder is still living; they're designed to be paid out only in death. However, sometimes life insurance policies will offer a critical illness cover claims, which allows the insured sum to be paid out if the policyholder has received a terminal diagnosis. This money can then be used to pay for the person's care until the end of their life.
Very few life insurance claims are rejected. If yours is, the insurer will supply you with a reason. Common reasons include:
If you disagree with the insurer's handling of your policy, you can contact the Financial Ombudsman for assistance.
Critical illness cover pays a lump sum if the policyholder is diagnosed with a severe illness covered under their critical illness policy (e.g. cancer, stroke, heart attack). You’ll need:
Claims can be denied if:
Dealing with a life insurance claim is never easy during such difficult times, but support is available. Many insurers provide emotional support or can refer you to services that help families cope with the stress of administration, loss, and the management of money.
If you feel a claim was mishandled, contact the Financial Ombudsman for further information or dispute resolution.