Frequently asked questions

Maturities

We know that making a claim can seem complicated – that's why we want to help you as much as we can.

When you make a claim we aim to:

  • provide a professional service
  • make sure all payments are made accurately and quickly

We have to make sure we're paying the right claim, to the right person, for the right policy. This means we ask you for various documents to check and prove you're entitled to the policy proceeds. We assure you the information we need is to help protect you and all of our customers, and your co-operation will help us make your claim as straightforward as possible.

It sometimes takes time to gather all the information we need to enable us to pay your claim, so please try to provide all the documents we ask for as quickly as possible. If there's anything you can't provide, please let us know. The sooner we get all the documents we need, the sooner we'll be able to pay your claim.

Q1. When will I receive the claim form?

A. We send the 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. If your policy is charged to a bank or building society the claim form will be sent to them – see question 6 for further information.

Q2. What else do you need from me before you can pay the claim?

A. Each claim is different so we'll explain exactly what we need from you when we send you the claim form. However, here's some general guidance:

  • We always ask you to send the original policy document with your claim form.
  • We'll let you know if the policy is charged to a bank or building society. If you no longer have a loan or mortgage with the lender, contact the company and obtain written confirmation of this, making a specific reference to your policy number. This is called a 'letter of no further interest'. Send us the 'letter of no further interest' as soon as you can.
  • If you've changed your name, you'll need to send us evidence of the change, for example, an official copy of your marriage certificate or Deed Poll certificate.
  • If your signature has changed since you took out your policy, you'll need to send us a copy of your passport or UK driving licence – see question 10 for further information.

Q3. When will I know how much I will receive?

A. The claim form will include an illustration of the maturity value for your information. We'll send you a letter within one week following the maturity date, telling you the final policy value. Unfortunately, we're unable to send you the exact final value details in advance and some unit-linked contract values won't be available to us until the working day following the maturity date.

Q4. When will I receive the payment?

A. If we receive everything we need in good time before the maturity date, for some policies you'll receive payment in your bank account on the maturity date. For other policies, mainly unit-linked contracts, we process the claim two working days after the maturity date. It then takes a further four working days for the payment to clear through the automated banking system (BACS) and reach your account.

If we receive all our requirements within a few days of the maturity date, or after the date, we aim to make payment within five working days. Then the payment will take a further four working days to clear through BACS and reach your account.

Q5. I can't find my policy document. What should I do?

A. Check if any lenders or solicitors you've dealt with have the document. If it still can't be found, refer to the ‘Help us to help you claim the policy proceeds’ document we send with your claim form, which gives you specific instructions for your policy.

Q6. The policy is to cover a loan or mortgage. What happens with the maturity proceeds?

A. If our records show the policy is charged to a bank or building society, we'll send the claim form to the bank or building society to claim the final proceeds. We'll also send you a letter explaining the action we've taken.

If the claim value is different to the outstanding loan or mortgage balance, we expect the lender will contact you direct.

Q7. I took out the policy to cover a loan or mortgage which I no longer have. How will this affect the claim?

A. If the bank or building society tells us they no longer have a charge against your policy, you won't need to take any further action. We'll send you the claim form to receive the policy proceeds.

If our letter or claim form states the policy is charged to a bank or building society and you no longer have a loan or mortgage with the lender, you must contact the named company to obtain written confirmation of this. This is called a 'letter of no further interest' and must make specific reference to your policy number. If the lender no longer has an interest in the policy they won't be able to correspond with us, so it's important that you contact them yourself. Send us the 'letter of no further interest' as soon as you can. If we've already sent the claim form to the lender, we'll then send another one to you to claim the policy proceeds.

Q8. I've changed my name. What do you need?

A. We need you to send evidence of the change, for example, an official copy of your marriage certificate or Deed Poll certificate.

Q9. I took out the policy with a partner but we're now separated. How does this affect the claim?

A. If you're both still entitled to the policy proceeds, both of you will need to complete the claim form. If you don't have a joint bank account, you should provide the name, sort code and account number of the individual accounts on the claim form and we'll split the payment equally.

If the policy proceeds formed part of a separation agreement, you should have a Deed of Assignment. If you haven't already sent the Deed of Assignment, send it with the claim form.

Q10. I think my signature might have changed over the years. What should I do?

A.Send a copy of your passport or UK driving licence with the claim form. We only need a copy so please don't send any original documents. If we believe there is a significant difference, we may also ask for further evidence, which may delay your claim.

Q11. Do I have to cancel my payment instruction?

A.If you pay by Direct Debit you don't need to take any action as we will cancel it as part of the maturity process, and remove it from our files.

If you pay by standing order you'll need to instruct your bank to cancel the instruction. You must remember that we need the final premium, so if you instruct your bank to cancel it too soon it will affect your final maturity value.