Making a Claim on Your Insurance Policy
At LifeSearch, our mission is to protect people properly, and our commitment doesn't end once you've secured your insurance. When it comes to claims, you need a straightforward and supportive process that puts your needs first. That’s why we’re here to guide you through every step of the way, ensuring a smooth experience from start to finish.
There are various reasons for making a claim. For example, if you’re unable to work due to injury or illness, you may need to make an income protection claim. Serious health issues may result in a critical or terminal illness claim. If a loved one passes away, a life insurance claim may be necessary. We're here to help you understand and work through these different types of insurance claims.
We want to make the claims process as simple and stress-free as possible. This guide will walk you through each step of the process, and answer some of the most frequently asked questions to help you through the process.
Whether you need guidance on a claim, assistance with the process, or help resolving an issue, contact your insurer or get in touch with our dedicated claims team, who are here to support you every step of the way. Contact the LifeSearch claims team on 0203 764 0103 or email us at claims@lifesearch.co.uk and we will be happy to help.
How to Make a Claim
A step-by-step process for making a protection insurance claim
What documents you might need when you call
It's not always clear what information your insurer will need to process your claim. Below is a brief overview of the typical requirements, although these may vary depending on the type of claim you are making:
- Policy number
- Death certificate: You can receive a death certificate by registering a death. This should be done within 5 days, or 8 days for Scotland, including weekends and bank holidays
- If a will is in place and details of this
- Date of diagnosis
- Details of any treatment
- Contact details for your consultant and GP
- Birth certificate
- Income protection: first day of absence from work and expected return to work date and P60
LifeSearch Insurance Claims Advice
Our claims team at LifeSearch offers a shoulder to lean on, a friendly ear and will provide you with regular updates throughout your claims process. We are dedicated to supporting you through your claims journey, liaising with insurers on your behalf so you can focus on your recovery, or cope with grief or the challenges of being unable to work.
When we first speak to customers who need to make a claim, they are often in shock and may not remember much of the conversation. We allow them to talk freely and share what has happened without pressing for too many sensitive details. Our role is to support and protect you throughout the whole claims process.
If you do get in touch with us, we will provide all the information you need and connect you directly to your insurer. We’ll also inform you of any additional benefits, if any, included in your insurance policy, and keep you updated on your claim’s progress. Once the claim process has completed, we will follow up to see if you need any additional support.
Our Expert Support
Lisa Kelly is our claims expert at LifeSearch, having helped hundreds of families through the claims process. She has been nominated for many awards, such as Women in Protection Awards and Protection Guru Awards, and was awarded the Highly Commended Award for the Women in Protection Awards 2022.
Lisa Kelly, our award-winning claims expert at LifeSearch:
My role is to support our customers through their claims journey by ensuring they have regular updates, a friendly ear and someone to liaise with insurers on their behalf so that they can focus on their recovery or grief.
I form special relationships with the customer by providing personal care. They put their trust in me, and it always amazes me when our customer answers the phone with ‘Hello Lisa’.
Part of my role is to help a customer if their claim is declined. I explain the appeal process and act as a support and help them along the journey.
LifeSearch Insurance Payouts 2024
In 2024 alone, LifeSearch customers received over £105million in life, critical illness and income protection claims. That’s more than £2million paid out every week to over 1,400 individuals, families and businesses up and down the country, providing essential financial support and greater peace of mind when faced with unexpected events. Our dedicated claims team supported over 400 of these customers through the process, helping those who needed us, challenging insurer’s decisions, pushing them for faster payouts, whilst offering a warm, understanding human touch when it mattered most.
Over £100 Million Paid Out to LifeSearch Claimants in 2024
551 Life Claims
Totalling £65 million
131 Terminal Illness
Totalling £16.2 million
471 Critical Illness
Totalling £23 million
141 Income Protection
Totalling £698,257
17 Accident Claims
Totalling £59,016
Over 400 claims supported
Our dedicated claims support team assisted over 400 claims in 2024
Life Insurance
Claim
Life insurance provides a financial safety net for those you love, in the event of you passing away.
Income Protection
Claim
Income protection provides a regular income if you become unable to work due to illness or injury.
Critical Illness
Claim
Critical illness cover offers support if you're diagnosed with one of the conditions specified in the policy.
Terminal Illness
Claim
Terminal illness cover pays out on diagnosis of a terminal illness, meaning your doctor expects you to die within a certain timeframe (usually 12 months).
Frequently asked questions
Here at LifeSearch we want to make this difficult time a little easier and stress-free, so here are some of the most common FAQs about making a claim:
To make a claim, please get in touch with your insurer directly, or contact our Claims Team at LifeSearch by emailing claims@lifesearch.co.uk or calling 0203 764 0103. We’re here to help.
There are typically no costs associated with making a claim. At LifeSearch, we offer assistance through our dedicated Claims Team free of charge.
If the policyholder is deceased, the beneficiary or next of kin should contact the insurer to start the claims process or get in touch with our Claims Team for support. They will need to provide the death certificate and any other relevant documentation.
If the other policyholder has passed away, you should contact the insurer or our Claims Team. You will need to provide a copy of the death certificate and any other required documentation. Our team is always on hand to support you during this difficult time.
You can check the progress of your claim by staying in touch with your insurer or contacting our Claims Team. They will provide updates and inform you of any additional information needed.
If an insurer does not accept the claim, this is likely to be because it did not meet the policy requirements or something relevant was not disclosed on the application. With an Income Protection claim, it may be due to the customer still working whilst trying to claim on the plan.
If your claim is declined by the insurer, you have the right to appeal the decision. Contact your insurer to understand the reasons for this and gather any additional documentation or evidence that may support your appeal. We are also on hand should you need any support with this.
The time it takes for a life insurance payout to come through can vary depending, for example if the insurer needs further information. Generally, beneficiaries can expect to receive the payout within 14 to 60 days after submitting the claim.