After you’ve notified us of a death - what happens next?
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
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.
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.
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.
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.
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.
Useful information
We understand that taking care of the necessary formalities while you're grieving is a lot to manage. Mourning a loss can make even the smallest tasks seem overwhelming and difficult. So we want to help. Below are some useful documents and links to support you through this process.
‘Tell Us Once’ service
Use the Government's 'Tell Us Once' service to inform several government bodies of a death, in one go. This service will inform HMRC, the Department of Work and Pensions, the Passport Office, the DVLA, local councils and more.
Support
If you need to speak to someone who understands.
Practical help
If you need more help with financial questions.
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