We want to help and support you as best we can, because we know this can be a difficult time. So here's a snapshot of what you can expect and what we'll do, after you’ve notified us of a death.
The process
Step 1: We'll review the information you've provided
Once you've notified us of a death, our bereavement team will review the information you've provided. Depending on the types of products or plans the deceased had, this review could take some time.
Step 2: We'll be in touch
Once we’ve reviewed the information you’ve provided, we'll contact you in writing or by phone. This could be to let you know about a decision we've made or to request more information or documentation.
Step 3: We may need further information
If we do need more information or documentation we’ll write to tell you what we need. We may also send a claim form for you to fill in. Completing the form as thoroughly and accurately as you can will help us with the claim.
Step 4: Evaluation (if required)
Once any additional information, documents or completed claim forms have been received, we’ll review them to help us reach a decision.
Depending on the situation or circumstances of the deceased's estate or passing, this could be a lengthy process. We’ll aim to reach a decision as quickly as we can.
Step 5: Payment and closure
Once a decision has been reached, we’ll write to you to let you know the outcome.
Any payments will be issued by bank transfer or cheque to the appropriate party/parties. Payments are usually issued within 3 to 5 working days of the decision being reached.
Where a deceased customer had multiple products or policies, we’ll pay each individual claim after it’s been evaluated and a decision has been made.