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 health claims
Pays a lump sum if a life assured dies
This pays a lump sum if a life assured dies within their period of cover. Some policies provide cover for the whole of life, while some only provide cover for a fixed period. The type of policy will also determine who the lump sum is paid to (it could be a joint policy holder, or spouse, children or other dependents, or to the estate).
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 need to be provided?
If you contact us following the death of a life assured, 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 a claim form which will need to be complete and returned, along with any supporting documentation - our Bereavement 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.
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
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 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 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.
Not sure if you’re covered?
You can find out which critical illnesses are covered by your policy in your original policy documents, which former Old Mutual Wealth (ReAssure Life) customers can access here. If you’re unsure but think you may be able to claim it’s always best to contact us to check.
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 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 understand your disability and to confirm whether the policy definition (as outlined in your policy’s Terms and Conditions) 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
Income Protection or Permanent Health Insurance 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 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 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 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
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 Health 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 Health 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
Maturing policies
When you make a claim we aim to provide a professional service and make sure all payments are made accurately and as quickly as possible.
Six to eight weeks before your policy matures, we will write to you to tell you the estimated maturity value of your policy and anything we need to make payment. We have to make sure we’re paying the right claim to the right person, for the right policy and so we need to check various documents to prove your entitlement to the policy proceeds. We assure you that the information we ask for is solely for this purpose and is an absolutely necessary part of the process. Ensuring we make correct payments protects both you and the rest of our policyholders.
While we always try to make payments as quickly as possible it sometimes takes time to gather all the information we need to enable us to pay a claim. You can help us speed up the process by providing the required information as soon as you are able. However, if you are unable to provide any of the required information, please let us know.
When will I receive my claim form?
We will send your claim form to you approximately four weeks before the maturity date. If you haven’t received it two weeks before the maturity date, please call us.
What do I do if I no longer have the loan or mortgage with the original lender that had the charge on my policy?
If your policy was taken out to repay a loan or mortgage and your lenders are the legal beneficiaries of your policy the claim form will be sent to them. If your policy is charged to a bank or building society we will ask if you no longer have a loan or mortgage with the lender, then contact them and obtain written confirmation of this, making a specific reference to your policy number. This written confirmation is often referred to as “letter of no further interest”. Once you have obtained this letter please send it to us as soon as possible. Once the charge is released, we will send claim forms direct to you. We will write to you to confirm that we have sent the claim form to them.
What information do you need from me?
We will always ask you to send the original policy document with your completed claim form. If you can’t find the original policy document check with your lender or any solicitor you may have dealt with as they may be holding it for you.
If you have changed your name since taking out the policy and haven’t already provided us with proof of this, we will ask you to provide evidence of the name change, for example an official copy of your marriage certificate or Deed Poll Certificate.
If your signature has changed since taking out the policy, you’ll also need to send us a copy of your passport or UK driving licence. We only need a copy so please don’t send the originals. If we are unable to match your current signature to either of these documents, we may need to request further evidence. If this is the case we will contact you as soon as possible to minimise the delay to your claim.
When do I find out how much I’ll receive?
The claim form will include an illustration of the maturity value for information. We’ll send you a letter following the maturity date, telling you the final maturity value. Unfortunately, we’re unable to send you the final value in advance and some unit-linked contract values won’t be available to us until the working day following the maturity value.
When will I receive my payment?
This largely depends on how quickly we receive the information we need to process your payment. In some cases, if we get everything well ahead of the maturity date, the payment could be paid into your bank account on the maturity date. For some types of policy, we have to wait until after the maturity date to commence processing your payment, which will be paid within ten working days.
What happens if the proceeds of my policy isn't enough to pay off my mortgage/loan?
If your policy is charged to a bank or building society, we will send the maturity payment direct to them. If the payment amount is different to the outstanding loan or mortgage amount, we expect your lender to contact you direct.
I originally took the policy out with a partner but we are now separated. How does that affect my claim?
If you’re both entitled to the policy proceeds both of you will need to complete the claim form. We may need to ask both of you to send documents to us to confirm your identity. (Delete the text you have typed at the end of that section.
If you don’t have a joint bank account, you should provide the name, sort code and account number for both of the individual accounts on the claim form and we will split the payment equally. We may need to ask both of you to send documents to us to confirm your identity. If you have already agreed who is entitled to the proceeds as part of a formal separation agreement you will need to send the Deed of Assignment to us with the completed claim form. We will then make the payment in accordance with the Deed of Assignment.
Should I cancel my payment instruction or will it happen automatically?
As you pay by direct debit you don’t need to take any action as we will cancel it as part of the maturity process. If you pay by standing order you will need to instruct your bank to cancel it. Please remember not to do it before the final payment is made as this will affect your final maturity value.
The Policy Claims team deals with all requests to access your savings early from your initial request through to paying the final settlement.
When will I receive a payment?
This largely depends on how quickly we receive the information we need to process your payment. In some cases, if we get everything well ahead of the maturity date, the payment could be paid into your bank account on the maturity date. For some types of policy, we have to wait until after the maturity date to commence processing your payment, which will be paid within ten working days.
What happens if the proceeds of my policy isn't enough to pay off my mortgage/loan?
If your policy is charged to a bank or building society, we will send the maturity payment direct to them. If the payment amount is different to the outstanding loan or mortgage amount, we expect your lender to contact you direct.
I originally took the policy out with a partner but we are now separated. How does that affect my claim?
If you’re both entitled to the policy proceeds both of you will need to complete the claim form. We may need to ask both of you to send documents to us to confirm your identity. If you have already agreed who is entitled to the proceeds as part of a formal separation agreement you will need to send the Deed of Assignment to us with the completed claim form. We will then make the payment in accordance with the Deed of Assignment.
Should I cancel my payment instruction or will it happen automatically?
As you pay by direct debit you don’t need to take any action as we will cancel it as part of the maturity process. If you pay by standing order you will need to instruct your bank to cancel it. Please remember not to do it before the final payment is made as this will affect your final maturity value.
How the claims process works
Our dedicated team of experienced health 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.
