Making a Life Assurance Claim: The Complete Step-by-Step Guide

A life assurance claim is, by definition, made at a time of loss and grief. The process should not impose unnecessary additional burdens. For a well-structured policy, a well-organised claim, and a competent insurer, the process can be straightforward and efficient. For a poorly structured policy or an incomplete claim, it can be slow and distressing.

This guide explains the claims process for an international life assurance policy from beginning to end.

Who Can Make a Claim

The answer depends on how the policy is structured.

Policy owner claims: if the policy owner (the person who took out the policy) is different from the insured, the policy owner may claim. In cases where the policy owner is a company or a trust, the company director or trustees hold this authority.

Named beneficiary claims: where the policy contract names specific beneficiaries, those individuals (or their legal representatives) can make a claim directly, particularly if the policy was structured to pay to beneficiaries outside the estate.

Trustee claims: if the policy is written in trust — which is strongly recommended for estate planning and speed of payment — the trustees are the legal claimants. They receive the policy proceeds and distribute them to beneficiaries in accordance with the trust deed. Crucially, trustees do not need to wait for probate.

Estate claims: if no beneficiary is named and the policy is not in trust, the death benefit forms part of the deceased's estate. The estate's personal representative (the executor named in the will, or an administrator appointed by the court) can make the claim — but they must first obtain a grant of probate, which can take several months.

This last scenario is why writing a policy in trust is routinely recommended. See our guide on trust structures for offshore protection policies.

Step 1: Notify the Insurer

Notification should happen as soon as practicable after the insured's death. Most international life insurers have 24-hour notification lines, dedicated email addresses, and online claim initiation portals. There is typically no prescribed time limit on notification, but early notification is advisable as the insurer will confirm which documents are required for the specific circumstances.

Have the following information to hand when notifying:

• The policy number (found on the policy schedule).
• The insured's full name, date of birth, and date of death.
• The cause of death (if known).
• The claimant's identity and relationship to the insured.
• Contact details for correspondence.

The insurer will acknowledge notification and issue a list of required documentation.

Step 2: Gather the Required Documents

Documentation requirements vary by insurer and by the circumstances of the death, but the standard set includes:

Death certificate: the original or a certified copy, issued by the relevant authority in the country where death occurred. Many international insurers require the original or a notarised copy; a photocopy alone is generally insufficient. If the death certificate is not in English, a certified translation is required. In some countries, a separate medical certificate of cause of death is issued alongside the formal death certificate.

Authentication (apostille): for deaths in countries that are party to the Hague Convention (which covers most developed nations), the death certificate may need to be apostilled — formally authenticated by the relevant government authority — for use in another jurisdiction. The insurer will specify whether this is required.

Policy documentation: the original policy document or, if unavailable, the policy number and confirmation of the policy's existence.

Proof of the insured's identity: a copy of the insured's passport.

Claimant identification: passport copy and proof of address for each claimant or trustee.

Grant of probate: required only if the policy is not in trust and the claim is being made through the estate. This document confirms the executor's authority to act.

Trustee documentation: if the policy is in trust, the original trust deed (or a certified copy) confirming the trustees' identity and authority.

Medical records: in some cases, the insurer may request access to the insured's medical records — particularly for large claims or where the cause of death could engage exclusions. In most jurisdictions, the deceased's next of kin or executor can provide this authorisation.

Step 3: The Insurer's Assessment

Once the claim file is complete, the insurer's claims team will assess the claim against:

Policy exclusions: the insurer checks whether the cause of death falls within any standard exclusion (see below) or any specific exclusion applied to the policy at underwriting.

Suicide exclusion: most international policies exclude death by suicide within the first 12–24 months of the policy. Once this exclusion period has elapsed, death by suicide is typically covered under the policy.

War and territory exclusions: as noted in our guide to cross-border life insurance, death resulting from active participation in conflict or in excluded territories may not be covered.

Non-disclosure review: within the contestability period — typically the first two years of the policy — the insurer retains the right to investigate whether the insured made material misrepresentations on the application. If material non-disclosure is found (for example, a significant undisclosed pre-existing condition), the insurer may decline the claim or reduce the benefit. After the contestability period, this line of defence is substantially closed.

For large claims, the insurer may appoint an independent medical examiner or investigator. This adds time but is standard practice for sums assured above certain thresholds.

Step 4: Payment

Once the assessment is complete and the claim is approved, the insurer will request bank account details for the payment. International life insurance claims are typically settled by international bank transfer in the policy currency to the account designated by the claimant.

Timescale: most international insurers aim to settle straightforward claims within 15–30 business days of receiving a complete claim file. Complex claims — involving territorial complications, medical investigations, or contested beneficiary arrangements — may take longer.

If a Claim Is Disputed

If the insurer declines a claim or reduces the payout, the claimant has recourse through several channels:

The insurer's internal complaints process: all regulated insurers must have a formal complaints procedure. The complaint must be escalated through this process before external routes are available.

The Isle of Man Financial Services Ombudsman: for policies issued by IoM-regulated insurers, the IoM Ombudsman scheme provides an independent adjudication process for disputes. It is free to use for policyholders and applies to disputes up to a defined monetary limit.

UK Financial Ombudsman Service (FOS): the FOS has jurisdiction over disputes involving UK-regulated firms and UK-resident consumers. Many international policies are issued by firms not authorised by the FCA, so FOS jurisdiction may not apply — this depends on the specific regulatory status of the provider.

Legal action: as a last resort, court proceedings can be commenced in the jurisdiction governing the policy contract — typically Isle of Man law or English law, as specified in the policy.

The Role of an Adviser

A protection adviser can add significant value in the claims process, particularly in complex circumstances. They can:

• Assist with locating policy documents and compiling the claim file.
• Liaise directly with the insurer's claims team on behalf of the beneficiaries.
• Challenge a declined claim through the insurer's internal process with knowledge of the policy wording.
• Refer the case to the relevant ombudsman if appropriate.
• Coordinate with legal advisers for probate or trust-related issues.

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This guide is for information only and does not constitute legal or financial advice. Claims processes, documentation requirements, and dispute resolution routes vary between providers and by jurisdiction. The information above reflects general practice for international life policies as of 2026 and should be verified against the specific policy documentation.

How Global Investments Can Help

We assist our clients' beneficiaries and trustees with the claims process as part of our ongoing client commitment. If you are making a claim on an international policy where Global Investments arranged the cover, contact us directly and we will coordinate with the insurer on your behalf.

For new clients or those whose policies were arranged elsewhere, we offer a policy review service that can identify whether existing policies are structured to facilitate smooth claims — and recommend remedial action where they are not. Contact our protection team to discuss.