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We’ve paid 96.2%* of the claims made on our policies. That’s because everything we do, from the moment you first take out a policy, is about making sure we can pay your claim when the time comes. The point of life insurance is that if the worst happens, you or your loved ones have what you need financially. That’s why we do what we do.

*as at 14th February 2024

How to make a claim

To make a claim, the policy owner or someone acting for them needs to contact us by phone or email. We'll take a few details and let you know what information we need to process your claim. We may be able to get some of the information you will need for you, so call us sooner rather than later.

We'll always need

  • proof of identity, like a birth certificate or passport, and
  • A form signed by the person receiving the payout.

As well as:

For a... We will need...
death claim
  • a copy of the insured person's death certificate, and
  • a coroner's report if one has been issued.
illness or disability claim (like a terminal illness, critical or serious illness claim or a cancer cover claim)
  • confirmation from a medical specialist that the insured person meets the criteria outlined in the policy document. This confirmation must be in writing.
  • we may also need further information, such as information from the insured person's doctor.

income protection claim
  • details of the illness or injury,
  • details of medical practitioners who have been involved in your case, and
  • evidence of any income you've been receiving from either your employer or accountant.

We will need to complete an initial claim form, and there will be ongoing requirements while you are unable to work.

claim for accidental death cover
  • the items required for a death claim, and
  • a copy of the coroner's report.

In all cases, if we need further details, we may go back to your doctor.

If your name on the policy document doesn't match the name on the claim documentation supplied (which happens sometimes), we may need to make some further enquiries. For this reason, if you use more than one name, it can save time and hassles later if you let us know now and we can get your other names verified and recorded on our system.

What happens when I (or my family) make a claim?

Call us on 0800 22 22 23. The circumstances of every claim are slightly different so our team will:

  • take a few details from you,
  • give you some information and tell you what else you need to do over the phone, and
  • then put it in writing and send it to you.

Once you send the details back to us we’ll assess the claim. We aim to keep in touch with you throughout the process so that you’ll always know what’s going on and what the timeframes are.

When can I claim?

When your policy is claimable varies from policy to policy.

If you have life insurance with us you’ll be able to claim if:

  • you are diagnosed with a Terminal Illness (definitions in the policy document), and
  • in the event of your death.

If you have Income Protection insurance with us, you’ll be able to claim if:

  • you are unable to work for a longer period than your waiting period (the period you nominated when you applied for the policy).

Other policies can be quite varied, so if you want details, please call the Pinnacle team, and we can go through your policy with you.

Who gets paid?

For most policies the claim payment will be made to the policy owner, or if the policy owner has died to their estate. For a mortgage, income protection or funeral cover policy any payment will be made to the nominated beneficiary.

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