We’re here to help you through this process in the best way we can. But before you begin you should understand what’s involved.

The pages below tell you about the different types of health claim customers can make with ReAssure. The ones relevant to you will depend on the type of policy and cover that you have.

Death or ill health claims

Pays a lump sum to your loved ones if you die

This pays a lump sum if you die within your period of cover. The type of policy you have will determine how long this cover is for (it could be for the rest of your life, or for a defined period) and who the lump sum is paid to (it could be your spouse, children, other dependants or beneficiaries).

We know that coping with bereavement is a difficult and painful process, so we’ll do our very best to deal with your claim as quickly and smoothly as possible, and provide any support we can along the way.

What details will I need to provide?

We’ll need to know:

  • Policy number
  • Name of the person who has died
  • Cause and date of death
  • Whether the death occurred in the UK
  • Who you are and your relationship to the deceased
  • Who is dealing with the estate

Make sure you have these to hand if you call, or include in your letter if you write.

What happens next?

After you’ve contacted us we’ll issue a claim form which will need to be complete and returned, along with any supporting documentation - our claims team will be happy to help you if you’re unsure of anything.

In all cases we’ll require an original Death Certificate, which is obtained from the Registrar when the death is registered. At the time of registering the death, it’s worth considering whether additional certificates should be purchased as you may need to send the death certificate to a number of organisations.We’ll keep you updated throughout the process and let you know if we require more information.

Once the claim has been verified, and we’ve confirmed who the benefits should be paid to, we’ll promptly make payment in line with the information provided in your claim form.

More help

Gov.UK – Wills, probate and inheritance

Gov.UK - How to register a death

Gov.UK – What to do after someone dies

Bereavement Advice Centre - supports and advises people on what they need to do after a death.

Money Advice Service - Free and impartial money advice, set up by government

Winston’s Wish - the leading childhood bereavement charity in the UK.

Pays a lump sum if you’re diagnosed with a serious illness

This pays a lump sum if you’re diagnosed with one of the specific illnesses covered in your policy’s terms and conditions. Examples of critical illnesses are:

  • heart attack
  • certain types and stages of cancer
  • stroke
  • conditions such as multiple sclerosis

Different policies provide benefits for different illnesses. Check your policy documents or speak to us to find out what illnesses are covered by your policy and whether any other special terms apply.

When you contact us, you’ll need to let us know:

  • Policy number
  • Details of the critical illness you wish to claim for

Make sure you have these to hand if you call, or include in your letter if you write. If you call we’ll try to speed up the process by getting as much information as we can from you, so you may be on the phone for 15 minutes or more.

What happens next?

After you’ve contacted us we’ll issue a claim form which you’ll need to complete and return, along with any supporting documentation - our Claims Team will be happy to help you if you’re unsure of anything.

We’ll then contact your GP/Specialist to get the necessary medical information to confirm whether the critical illness definition has been met. If you have any letters or correspondence from your hospital or GP relating to your illness, please send these in as we may be able to pay your claim quicker.

We’ll keep you updated throughout the process and let you know if we require more information.

Once all the information is received we’ll complete our assessment of your claim and notify you of the outcome. Any payment due will then be paid as requested in your claim form.

If we’re unable to pay your claim we’ll explain our reasons to you.

While you’re waiting for the claim to be settled you should continue to pay your premiums. You should also let your doctor/s know that we may be writing to them, as this may speed up their response.

More help

Macmillan - support for people living with cancer

Cancer Research UK - information about cancer and funding for research

British Heart foundation - Helping millions of people each year with up-to-date information about heart disease

Multiple Sclerosis Society - Fighting to improve treatment and care to help people with MS take control of their lives

Stroke Association - Improving the lives of people affected by stroke.

NHS Choices - Helping put you in charge of your healthcare.

Protects you if you’re unable to work due to a permanent disability

A total permanent disability is one that will remain with you throughout your lifetime. This benefit typically pays out a lump sum if you’re permanently unable to work in your own, or any occupation for which you’re suited by training, education, or experience. However, the way this is defined can vary so you should check your policy schedule and terms and conditions for confirmation.

When you contact us, you’ll need to let us know:

  • Policy number
  • Details of the disability you wish to claim for
  • The reason why you've been unable to work
  • Details of your occupation

Make sure you have these to hand if you call, or include in your letter if you write. If you call we’ll try to speed up the process by getting as much information as we can from you, so you may be on the phone for 15 minutes or more.

What happens next?

After you’ve contacted us we’ll send you a claim form which you’ll need to complete and return, along with any supporting documentation - our Claims Team will be happy to help you if you’re unsure of anything.

We’ll then contact your GP/Specialist to get the necessary medical information to understand your disability and to confirm whether the policy definition has been met. If you have any letters or correspondence from your hospital or GP relating to your disability, please send these in as we may be able to pay your claim quicker.

We’ll keep you updated throughout the process and let you know if we require more information.

Once all the information is received we’ll complete our assessment of your claim and notify you of the outcome. Any payment due will then be paid as requested in your claim form.

While you’re waiting for the claim to be settled you should continue to pay your premiums. You should also let your doctor/s know that we may be writing to them, as this may speed up their response.

More help

The Shaw Trust - Support for disabled and disadvantaged individuals

MIND - the mental health charity

Gov.UK - information about Employment and Support Allowance.

Gov.UK - information about driving with a disability

Disability Rights UK - helping disabled people participate.

The Samaritans - round the clock telephone support for people in need

NHS Choices - Helping put you in charge of your healthcare.

Protecting you if you’re unable to work due to illness or injury

Also known as Permanent Health Insurance, this benefit typically pays out if you're unable to work due to an incapacity which results in loss of earnings.

The definition of ‘incapacity’ is explained in your policy terms and conditions. Payment is usually based on a percentage of your earnings and will start once a pre-agreed period after you became incapacitated has passed (deferred period). This can be anywhere between one day and 12 months but in the majority of our policies is either 13 or 26 weeks.

Regular monthly payment continues until the earliest of the following events:

  • recovery;
  • return to work;
  • any specified maximum period advised in the policy;
  • the policy cease date;
  • your retirement; or
  • death.

During the time benefits are paid monthly premiums are usually waived, but this will be confirmed in your terms and conditions.

Customers with Business Income Protection policies will need to demonstrate that the insured’s incapacity has caused financial loss to the business. Our team will be able to tell you how to do this.

When you contact us, you’ll need to let us know:

  • Policy number
  • The reason why you've been unable to work
  • How long you've been unable to work
  • Details of your current occupation and income

Make sure you have these to hand if you call, or include in your letter if you write. If you call we’ll try to speed up the process by getting as much information as we can from you, so you may be on the phone for 15 minutes or more.

What happens next?

After you’ve contacted us we’ll issue a claim form which you’ll need to complete and return, along with any supporting documentation - our Claims Team will be happy to help you if you’re unsure of anything.

We’ll then contact your GP/Specialist to get the necessary medical information to support your claim.

If you have any letters or correspondence from your hospital or GP relating to your incapacity, please send these in as we may be able to pay your claim quicker. In addition, we may ask for additional financial information in order to help us confirm your pre-incapacity income to determine the amount of benefit payable.

We’ll keep you updated throughout the process and let you know if we require more information.

Once all the information is received we will complete our assessment of your and notify you of the outcome. Any payment due will then be paid as requested in your claim form.

Income Protection claims are regularly reviewed whilst in payment to confirm they’re still valid.

While you’re waiting for the claim to be settled you should continue to pay your premiums. You should also let your doctor/s know that we may be writing to them, as this may speed up their response.

More help

The Shaw Trust - Support for disabled and disadvantaged individuals

MIND - the mental health charity

Gov.UK - information about Employment and Support Allowance.

Gov.UK - information about driving with a disability

Disability Rights UK - helping disabled people participate.

The Samaritans - round the clock telephone support for people in need

NHS Choices - Helping put you in charge of your healthcare.

Pays your premium if you’re unable to work due to illness or injury

Waiver of Premium benefit typically applies if you’re unable to work due to incapacity. It’s only set up as an additional benefit on life and pension products – your policy schedule and terms and conditions will tell you if you have this benefit, and how you become eligible for it.

When the benefit is applied, your premiums are waived once a pre-agreed period after you became incapacitated has passed - this is called a deferred period. This is normally four weeks, 13 weeks or 26 weeks from the date of your incapacity.

The benefit will continue until you no longer meet the definition of incapacity, the benefit cease date or earlier death.

When you contact us, you’ll need to let us know:

  • Policy number
  • The reason you've been unable to work
  • How long you've been unable to work
  • Details of your occupation

Make sure you have these to hand if you call, or include in your letter if you write. If you call we’ll try to speed up the process by getting as much information as we can from you, so you may be on the phone for 15 minutes or more.

What happens next?

After you’ve contacted us we’ll issue a claim form which you’ll need to complete and return, along with any supporting documentation - our claims team will be happy to help you if you’re unsure of anything.

We’ll then contact your GP/Specialist to get the necessary medical information to support your claim. If you have any letters or correspondence from your hospital or GP relating to your illness, please send these in as we may be able to pay your claim quicker.

We’ll keep you updated throughout the process and let you know if we require more information.

Once all the information is received we’ll complete our assessment and notify you of the outcome.  If we decide that the benefit should be applied, we’ll stop taking your insurance premiums and refund any that you’ve overpaid.

Whilst your premiums are being waived we’ll conduct regular reviews of your claim to confirm it’s still valid.

While you’re waiting for the claim to be settled you should continue to pay your premiums. You should also let your doctor/s know that we may be writing to them, as this may speed up their response.

More help

The Shaw Trust - Support for disabled and disadvantaged individuals

MIND - the mental health charity

Protects you if you have to spend time in hospital

This pays a lump sum if you are confined overnight in hospital as a UK Hospital in-patient. As these benefits are contained in a wide variety of our policies, it’s worth reviewing your policy documents to check if you’re covered. Examples of things to check are:

  • Your policy schedule to see if you are insured for this benefit
  • Whether your cover pays a benefit per night of stay or just a single payment irrespective of the length of hospital stay.
  • Whether your cover means you have to stay in hospital for a set time period (number of nights) before payment becomes due
  • The reason for your hospitalisation - some policies cover Accidental Bodily Injury while others cover hospital stays as a direct result of illness

Check your policy documents or speak to us to find out what is covered by your policy and whether any other special terms apply.

When you contact us, you’ll need to let us know:

  • Policy number
  • Details of the number of nights in hospital and the reason for your stay

Make sure you have these to hand if you call, or include in your letter if you write. If you call we’ll try to speed up the process by getting as much information as we can from you, so you may be on the phone for 15 minutes or more.

What happens next?

After you’ve contacted us we’ll issue a claim form which you’ll need to complete and return, along with any supporting documentation. If you have any letters or correspondence from your hospital or GP relating to your time in hospital, please send these in as we may be able to pay your claim quicker - our claims team will be happy to help you if you’re unsure of anything.

If we need more information, we’ll then contact your GP/Specialist to get the necessary medical information to confirm your incapacity.

We’ll keep you updated throughout the process and let you know if we require more information.

Once all the information is received we’ll complete our assessment of your claim and notify you of the outcome.  Any payment due will then be paid as requested in your claim form. If we’re unable to pay your claim we we’ll explain our reasons to you.

While you’re waiting for the claim to be settled you should continue to pay your premiums. You should also let your doctor/s know that we may be writing to them, as this may speed up their response.

More help

NHS Choices - Helping put you in charge of your healthcare.

Pays a lump sum if you break a bone

This pays a lump sum if you suffer a complete and total break involving the entire width of the bone, as shown on an x-ray. This type of benefit is found in a variety of policies covering health benefits and may also provide cover for children of the insured. Specific details of what is covered will be found in your policy schedule, terms and conditions. Typically, the level of benefit payable will depend upon whether the bone is classified as major or minor.

Check your policy documents or speak to us to find out whether this benefit is covered by your policy and whether any other special terms apply.

When you contact us, you’ll need to let us know:

  • Policy number
  • Details of the type of fracture suffered and which bone(s) are affected

Make sure you have these to hand if you call, or include in your letter if you write. If you call we’ll try to speed up the process by getting as much information as we can from you, so you may be on the phone for 15 minutes or more.

What happens next?

After you’ve contacted us we’ll issue a claim form which you’ll need to complete and return, along with any supporting documentation. If you have any letters or correspondence from your hospital or GP relating to your broken bone/fracture, please send these in as we may be able to pay your claim quicker - our claims team will be happy to help you if you’re unsure of anything.

If we need more information, we’ll then contact your GP/Specialist to get the necessary medical information to support your claim.

We’ll keep you updated throughout the process and let you know if we require more information.

Once all the information is received we’ll complete our assessment of your claim and notify you of the outcome.  Any payment due will then be paid as requested in your claim form. If we’re unable to pay your claim we we’ll explain our reasons to you.

While you’re waiting for the claim to be settled you should continue to pay your premiums. You should also let your doctor/s know that we may be writing to them, as this may speed up their response.

More help

NHS Choices - Helping put you in charge of your healthcare.

Other types of claim

Some insurance policies build up a cash value which you can take as a lump sum. You can find out the value of your policy and how to access your money by calling us. Find the relevant number for your policy on the right of this page.

 

We’re here to help so give us a call when you’re ready.

Our dedicated team of experienced claims handlers will:

  • Help you understand the benefits you’re covered for.
  • Tell you everything you need to support your claim.
  • Thoroughly investigate your claim, to ensure a robust, fair and well supported decision.
  • Ensure appropriate customer confidentiality, with all records held securely.
  • Maintain regular contact throughout, keeping you informed.
  • Pay all valid claims as fairly and promptly as possible.