Making a claim

Pensions sometimes include life cover that pays a cash lump sum when the member dies. Even if a pension doesn’t have this, the value of the policy can usually be paid out as a lump sum or be used to provide an income for a dependant when the member dies.

We’ll normally say what types of benefits could be payable in the annual statement we send to the member each year. However, don’t worry if you can’t find this, we can tell you exactly what is payable.

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?

If you contact us following the death of a member, 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

The easiest way to notify us of a bereavement is by using our online form. Make sure you have these details to hand when completing the form. You’ll also need them if you call us, or include in your letter if you write.

What happens next?

After you’ve contacted us we’ll issue information about the options available in relation to the pension. This will need to be completed and returned, along with any supporting documentation - our Bereavement 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 get in contact to help the beneficiary action their chosen option.

Funeral pledge

We understand that coping with bereavement is difficult enough, without facing unexpected costs. So if you’re waiting for a claim to be paid, and need to pay funeral costs in the meantime, we may be able to help.

In certain circumstances, for example; if probate hasn’t been resolved, we can release up to £10,000 straight to a Funeral Director before paying the claim. This money will then be deducted from the claim value, when it’s paid to you.

If you find yourself in this situation, please talk to our Bereavement team to see if they can help.

The Funeral Pledge is an initiative from the Protection Distributors Group (PDG). You can read more about the PDG here.

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.

MoneyHelper - Free and impartial money advice, set up by government

If you’re incapable of working as a result of illness or injury you may be able to take your pension benefits before the minimum retirement age of 55 under ill-health early retirement. We’ll gather medical evidence and assess your claim against your ability to perform your own occupation.

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 occupation

So 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 Health 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 claim assessment, notify you of the outcome and advise the next steps to be taken.

More help

MoneyHelper – a government service that can help with a range of financial matters

Pension Wise - part of MoneyHelper a service that provides free, impartial guidance about retirement options.

Gov.UK - Early retirement - personal and workplace pensions

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.

If you’re diagnosed with a condition where your life expectancy is less than 12 months, you may be able to take the whole of your pension pot as a lump sum, regardless of your age, unless you have a Drawdown policy.

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 current or previous 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 Health 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 of your claim and notify you of the outcome. Any payment due will then be paid as requested in your claim form.

More help

MoneyHelper – a government service that can help with a range of financial matters

Pension Wise – part of MoneyHelper a service that provides free, impartial guidance about retirement options.

Gov.UK  - early retirement personal and workplace pensions

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.

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 Health 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

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.

Go to the retirement options page to find out more.

Go to the retirement options page to find out more.