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Protection claims

When you recommend an Aviva protection policy, you no doubt hope your client will never need to use it. But if they do need to make a claim, you can feel confident that we’ll get things right for them at a difficult time.

Here are some of the reasons why:

  • Our dedicated UK-based team will deal with your client’s claim from start to finish – answering any questions they have and making sure their claim is paid.

  • We’ll complete most of the paperwork for them – giving your client one less thing to worry about at a difficult time.

  • We’ll keep them informed as often as they want throughout the process – whether they want a daily update or just to know when their claim’s been paid.

  • And we have a consistently high record of paying claims – including 99% of death claims, 93.2% of critical illness claims and 93.2% of income protection claims in 2014.

Step 1: Your client tells us they want to claim

It's important that your client does this as soon as possible so that we can get things moving.

For death, critical illness, terminal illness, total permanent disability or waiver of premium claims there are three ways they can get in touch: 

  • By calling our UK-based claims team on 0800 015 1142 (from the UK) or +44 1603 202 500 (from overseas).  Lines are open from 8.30am to 5.30pm, Monday to Friday.  Outside of these hours, your client can leave a message.  Making a claim by phone is the quickest way of getting it dealt with.
  • By completing our online claim notification form.
  • By writing to us at:  Aviva, Claims assessment team, PO Box 502, Norwich, NR1 3WG.

For income protection claims, your client should phone us on 0800 158 3105.  Lines are open from 8.30am - 5.00pm, Monday to Friday.

We'll need to know:

Death claims

  • The name of the person who has died.
  • The cause of death.
  • The date of death.
  • Their name and relationship with the deceased.
  • The life insurance policy number (if they have it).

Critical illness, terminal illness and total permanent disability claims

  • Their name.
  • The basic details about the condition they're claiming for.
  • Their policy number (if they have it).

Income protection claims

  • Their name.
  • The basic details about their absence from work.
  • Their policy number (if they have it).

Waiver of premium

  • Their name.
  • When they last worked.
  • What job they were doing at the time.
  • Why they are unable to work.
  • When they are likely to return to work.
  • Their policy number (if they have it).

Step 2: We tell your client what information we need

    With all claims, your client will need their GP and/or consultant's name and contact details to hand. Depending on the type of claim, we'll also need some other information:

  • Critical illness, terminal illness and total permanent disability claims
  • One of our claims assessors will help your client complete the claim form over the phone, at a time that suits them.  Doing this helps us make sure the form is completed correctly so we can deal with their claim as quickly as possible.

    • Death claims

    Once a claim has been registered, we'll explain what other information we need.  In most cases, we'll need a death certificate. We may also need to see some medical information from the deceased's doctor and/or the grant of legal representation.

    • Income protection

    We'll assign your client a claims adviser who will get to know them and their situation in detail.  They'll explain the claims process and answer any questions your client may have.  They'll also be able to identify any ways in which we can support their recovery and rehabilitation.

    We'll ask for some paperwork to verify your client's identity and earnings.  We may also need some information from their doctor.

    • Waiver of premium

    We'll send your client a claim form to complete and send back to us.  When we receive it, we'll write to their doctor to confirm the information we've been given.  We'll also contact their employer unless they're self-employed or claiming on an activities of daily living/working basis.

Step 3: That's all - we'll do the rest

    With the exception of death claims, your client should carry on paying their premiums until we've accepted their claim. If, for any reason, we can't accept it, we'll contact your client to let them know why.

  • Death claims
  • Once we've agreed to pay your client's claim, and received all the information we need, we'll make the payment within five working days by BACS or telegraphic transfer.

  • Critical illness, terminal illness, total permanent disability claims
  • Our claims team will keep your client updated throughout the process, letting them know if we need any more information. Once we've agreed to pay their claim, and received all the information we need, we'll make the payment within five working days by BACS or telegraphic transfer

  • Income protection claims
  • We'll keep your client updated as their claim progresses.  At the same time, our intervention team will be on hand to offer any additional support or advice that will help your client get back to work more quickly.

  • Waiver of premium claims
  • Once we've accepted your client's claim, we'll stop taking their premiums.  We'll also refund any they have overpaid. We'll continue to waiver their premiums until they are no longer incapacitated.

    If, for any reason, we can't pay your client's claim, we'll write to them to let them know why.

Life insurance claims


It can be difficult to cope when a loved one dies. So if your client or their family needs to make a death claim, we'll do all we can to make it as easy as possible for them.

Our friendly, UK-based claims team will deal with the claim from start to finish – talking them through the process, letting them know what information we need and keeping them informed throughout. We’ll also complete most of the paperwork for them, answering any questions they have along the way.

FAQs


Here are answers to some commonly asked questions about the way we deal with life insurance claims. You may find them helpful if your client or their family needs to claim.

Why might a death be subject to an inquest?

An inquest will be held if the cause of death is still in doubt after a post-mortem examination, or if the death wasn’t from natural causes. There are also certain cases where a coroner has to hold an inquest even if the death was from natural causes (for example if the person was in custody when they died).

How does my client apply for a grant of legal representation?

Your client can apply for one through a solicitor or at their local probate registry office. If the deceased died in Scotland your client will need a certificate of confirmation instead, which they can get from the local sheriff court.

Will my client continue paying premiums while their claim is being assessed?

With most types of policy we’ll cancel the direct debit as soon as we’ve been told that one of the people covered has passed away. If too many premiums have been paid, we’ll refund them.

However if your client’s policy is one that only pays out once both people covered have died, the premiums will still need to be paid.

What’s a ‘trust’ and how will it affect my client's claim?

A trust is a way of making sure the money will go to the trustees appointed in the trust when a life insurance policy pays out. They will be responsible for ensuring the money is dealt with in accordance with the trust. This may involve paying the proceeds straightaway or holding the money for future use (for example, a parent might nominate their children as the recipients of any payout).

The trust can speed up the process of a life insurance policy paying out as it usually does not require a grant of legal representation.

What is an interim death certificate and can you accept this?

Your client may get an interim death certificate if the death gets referred to a coroner and an inquest is opened. We can accept them, but we’ll usually need to ask the coroner to give us some more information before we can start to assess your client’s claim. In some cases they’ll need to wait until the inquest has been completed before we can start to assess their claim.

Who gets the money if my client has a valid claim?

Usually, the money from joint policies goes to the surviving policyholder and the money from single life policies goes to the deceased’s estate. If the policy was set up in trust or assigned to a mortgage lender, the money will go to the trustees of the trust, or the mortgage lender.

How soon will you decide whether to pay my client’s claim?

Without knowing the details of the claim it’s difficult to say how quickly we’ll be able to make a decision on it. It depends on what type of claim is being made and how complex it is. However, we’ll be able to give a better idea once we’ve received some details.

Does my client have to send you original documents?

We may need them to send us the original death certificate (and the original grant of legal representation if required), not a photocopy. We understand that you may need the documents for other reasons so we’ll get them back to you as soon as we possibly can.

What’s a ‘grant of legal representation’?

It’s a legal document that shows who’s entitled to receive money on behalf of a deceased person’s estate.

If the person who died left a will, the executor(s) of the will are the ones who need to apply for this document. In that case the document would be referred to as a ‘grant of probate’.

If the person who died didn’t leave a will, their next of kin would need to apply for the document, which would be referred to as a ‘grant of letters of administration’.

In Scotland the equivalent document is known as a ‘certificate of confirmation’

If the life insurance policy wasn’t a joint policy or life of another, we’ll normally need to see one of these documents before we can pay the claim. There may be some occasions where we’ll consider paying a claim without seeing one of them first. Please contact us if your client would like us to do this.

Terminal illness claims


If your client needs to make a terminal illness claim, they won’t need to know any detailed medical information. All we need them to do at first is to provide some basic information about their condition.

FAQs


Here are answers to some commonly asked questions about the way we deal with a terminal illness claim.  You may find them helpful if your client needs to claim.

Why is it a good idea for my client to complete the claim form by telephone?

Because it means we’ll be able to deal with their claim more quickly. Once your client has told us they want to make a claim, one of our claims assessors will speak to them and complete the claim form for them over the telephone. If they wish, your client can complete the form themselves and post it back to us, but this is likely to slow down how quickly we can deal with the claim.

Who gets the money if my client has a valid claim? 

The money goes to whoever’s entitled to it according to how your client’s policy was set up. Usually this will be the person(s) covered by the policy. If the policy was set up in trust or assigned to a mortgage lender, the money will go to the trustees of the trust, or to the mortgage lender. 

If your client isn't sure who’s entitled to the insurance money from their policy, they can call us on 0800 015 1142 (between Monday to Friday, 8.30am to 5.30pm) and we’ll be happy to help. 

Can you deal with someone other than my client during their claim? 

Yes, as long as they give us their permission to do so. However, it is easier if we deal with your client directly because this gives us the best chance of getting the information we need right from the start.

How long will my client's claim take? 

Without knowing the details of your client’s claim it’s difficult to say how quickly we’ll be able to make a decision on it. It depends on what type of claim they’re making and how complex it is. However, we should be able to give your client a better idea once we’ve received some details from them. 

One way your client can make sure their claim is paid as quickly as possible is to allow us to complete the claim form over the telephone with them, rather than filling it in themselves and posting it back to us. 

Critical illness (including children's critical illness) claims


If your client needs to make a critical illness claim, they won’t need to know any detailed medical information. All we need them to do at first is to provide some basic information about their condition.

FAQs


Here are answers to some commonly asked questions about the way we deal with critical illness claims. You may find them helpful if your client or their family needs to claim. 

Why is it a good idea for my client to complete the claim form by telephone? 

Because it means we’ll be able to deal with their claim more quickly. Once your client has told us they want to make a claim, one of our claims assessors will speak to them and complete the claim form for them over the telephone. If they wish, they can complete the form themselves and post it back to us, but this is likely to slow down how quickly we can deal with their claim.

What conditions is my client covered for?

We explain what conditions your client is covered for in their policy booklet, which we send out when they first take out their policy. If they’re still not sure or can’t find their policy booklet, please ask them to get in touch.

Who gets the money if my client has a valid claim? 

The money goes to whoever's entitled to it according to how your client’s policy was set up. If the policy was set up in trust or assigned to a mortgage lender, the money will go to the trustees of the trust, or to the mortgage lender. 

If your client isn't sure who’s entitled to the insurance money from their policy, they can call us on 0800 015 1142 (between Monday to Friday, 8.30am to 5.30pm) and we’ll be happy to help.

What happens to my client’s policy after you pay out a critical illness claim? 

It depends on what type of cover your client has. 

If your client has life and critical illness cover or stand alone critical illness cover, the policy will come to an end. 

If they have life with independent critical illness cover, their life cover will continue, so long as they keep paying their premiums.

For additional critical illness claims and children’s benefit claims, the policy will continue. 

If your client isn't sure what sort of cover they have, they can find out by checking their policy documents or by calling us on 0800 015 1142 (between Monday to Friday, 8.30am to 5.30pm).

What is additional critical illness? 

Additional critical illness provides cover for additional critical illness conditions at no extra cost. Each person covered by the policy can claim a smaller lump sum once for each additional critical illness condition. If your client claims for additional critical illness, it won’t affect any future claim they make for critical illness – they’ll still get the full cover amount.

My client has a joint life policy with their partner. Will the cover continue for them if you pay out on a critical illness claim? 

It depends on what type of cover your client has. 

If your client has life and critical illness cover or stand alone critical illness cover, the entire policy will come to an end on the first valid claim. 

If the policy remains in force (where the claim is for independent critical illness or additional critical illness), their partner's cover will be unaffected.

If your client isn’t sure what sort of cover they have, they can find out by checking their policy documents or by calling us on 0800 015 1142 (between Monday to Friday, 8.30am to 5.30pm).

How long will my client’s claim take? 

Without knowing the details of your client’s claim it’s difficult to say how quickly we’ll be able to make a decision on it. It depends on what type of claim they’re making and how complex it is. However, we should be able to give your client a better idea once we’ve received some details from them.

One way your client can make sure their claim is paid as quickly as possible is to allow us to complete the claim form over the telephone with them, rather than filling it in themselves and posting it back to us. 

Can you deal with someone other than my client during their claim?

Yes, as long as they give us their permission to do so, However, it is easier if we deal with your client directly because this gives us the best chance of getting the information we need need right from the start.

Children's critical illness


What is children’s critical Illness cover?

It pays out a cash sum if any of your client's children are diagnosed with one of the children's critical illnesses we cover. If your client has critical illness cover as part of their personal protection policy, we automatically cover their children as well. Your client can make a claim for each of their children, should they need to. Your client can find out more about children’s critical illness cover in their policy booklet. Business Protection and Relevant Life policies do not include children's critical illness cover.

Who does it cover?

Any biological, legally adopted and/or step-children your client has. For details of ages of children covered, please refer to your client's policy booklet.

Will it affect my client’s policy if they claim for children’s critical illness cover?

No. Their policy – including their own critical illness cover – will carry on as normal so long as they keep paying their premiums.

If my client has a valid claim how much money will they receive?

The amount of money they will receive is detailed in their policy booklet. If they're not sure, or can’t find their policy booklet, please ask them to get in touch.

Income protection claims


If your client needs to make a claim, they'll want to talk to someone who understands their situation.  So we make sure all our claims staff are kept up to date with the latest conditions and treatment.

When your client calls us, they'll have access to a qualified counsellor.  We also liaise with specialists from across a range of areas - including mental health, rehabilitation and cognitive behavioural therapy - to make sure your client gets the best possible treatment and support in their recovery.

FAQs


Here are answers to some commonly asked questions about the way we deal with an income protection claim.  You may find them helpful if your client needs to claim.

Should my client carry on paying their premiums whilst you assess their claim?

Yes, they should pay their premiums until we've accepted their claim. If we have to reject their claim, we'll contact your client to tell them why.

How will you send the money if you accept my client's claim?

We'll pay the money into their bank account electronically by BACS. We pay each benefit payment monthly in arrears.

Will you need to carry out a financial assessment when my client submits a claim?

Yes, we'll ask for documents to evidence their taxable earnings and any continuing income such as sick pay, pension or other insurance benefits.

What happens to my client's claim if they become well enough to return to work part-time?

Their policy includes a back to work benefit. So if your client goes back to work part-time, they'll get a proportion of the full benefit as long as their earnings are less than they were before.

When should my client tell you they need to make a claim?

Your client needs to tell us within two months of the start of their incapacity, or before the end of their deferred period if sooner.

Can you deal with someone other than my client during their claim?

Yes, as long as they give us permission to do so. However, it's easier if we deal with your client directly because this gives us the best chance of getting the information we need right from the start.

Total permanent disability claims


If your client needs to make a total permanent disability claim, they won’t need to know any detailed medical information. All we need them to do at first is to provide some basic information about their condition

FAQs


Here are answers to some commonly asked questions about the way we deal with a total permanent disability claim; you may find them helpful if your client needs to claim.

What is total permanent disability benefit?

Total permanent disablity benefit pays out a cash lump sum if your client suffers a ‘total and permanent disablity’ due to illness or injury. 

We have four different definitions of what qualifies as total permanent disablity: own occupation, any occupation, activities of daily living and activities of daily working. Whether your client qualifies for a payout will depend on the nature of their disablity and which definition applies to their policy. Your client can find this information in their policy booklet, or by calling us on 0800 015 1142 (between Monday to Friday, 8.30am to 5.30pm).

Why might my client have to attend an independent medical examination?

This helps us to confirm that your client has suffered a total permanent disablity. Doing this helps us confirm that all the necessary medical investigations have taken place, that all treatment options have been exhausted and that your client has co-operated fully with the treatment given.

Will you need to write to my client’s employer ?

Yes, if the type of incapacity they’re covered for relates to them not being able to perform an occupation (ie if they’re covered on an ‘own occupation’ or ‘any occupation’ basis).

Waiver of premium claims


If your client is incapacitated and unable to work, we may be able to waive their premiums if they have a waiver of premium (also known as Premium Protection) option included in their policy.

FAQs


Here are answers to the questions about our claims process we’re most often asked relating to waiver of premium claims, which you may find helpful if your client needs to claim.

What is waiver of premium ?

Waiver of premium (also known as Premium Protection) is an optional extra available with some policies.

When your client has this option, we may be able to waive their insurance premiums after they’re incapacitated for a certain length of time.

Whether or not we can waive your client’s premiums will depend on what type of incapacity their policy covers. Your client can find out what they’re covered for by reading the policy schedule in their policy booklet or by calling us on 0800 015 1142 (between Monday to Friday, 8.30am to 5.30pm).

Will my client’s mortgage payments be covered ?

No, waiver of premium only covers your client’s insurance premiums.

When will my client stop having to pay their premiums ?

When they've been incapacitated for a set period of time - either one, three or six months. This is known as the deferred period. Your client can find this information in their policy booklet, or by calling us on 0800 015 1142 (between Monday to Friday, 8.30am to 5.30pm). 

We'll also need to confirm your client has a valid claim before they stop paying their premiums.

Will you need to write to my client’s employer ?

Yes, if the type of incapacity they’re covered for relates to them not being able to perform an occupation (ie if they’re covered on an ‘own occupation’ or ‘any occupation’ basis).

Contact us

You can find contact details for each product area in the drop-down list:

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WA02221 04/2016