Claims

Tea cozy

We're here to help when times are stressful

Bereavement, a critical illness, or when someone has a long-term illness can be tough to handle. Our aim is to be on your client’s side and make sure that all valid claims are paid quickly and fuss-free. With that in mind, we offer; a counselling Support Service where we give your clients and their immediate family members access to professional and confidential support which they can use as many times as they need.

And to top it all off, we have an outstanding claims record.

Critical illness claims

We’re ready to help you and your client with a critical illness claim. Here’s what we need from you. Please note: Includes Terminal Illness and Total and Permanent Disability claims

Notify us:

0370 243 0827

technicalclaims@uk.zurich.com

Zurich Assurance Ltd 5
The Tri Centre
Newbridge Square
Swindon
SN1 1HN

What we need from the life assured:

  • Name
  • Plan number
  • Date of birth
  • Date of claim
  • Cause of claim

To avoid unnecessary delays we will also check the plan is in force and whether there are any other plans that can be claimed on.

What’s the process?

Wherever possible, we aim to assess claims over the telephone (Calls are recorded). In exceptional client circumstances a claim form may be more appropriate. We will telephone the life assured for an initial conversation to obtain basic details of the claim and will then arrange a full interview to obtain full details of the claim.

Throughout the duration of the claim process, we will keep the life assured/or the person making the claim (claimant) and you as their adviser, informed of the current position.

Claim decision

  • We aim to make a decision on the claim within five working days of receiving the required evidence. We'll keep you informed of any delays.
  • We will telephone the claimant with our decision and will confirm this by letter.

Death claims

In your client's dependants time of need we'll be here to help you. Here's what we need from you.

Notify us:

NEW Zurich protection products and OLD Allied Dunbar products.

Products starting with a P, or ending with a series of letters such as AK, CS, DFS, but NOT any that start with the number 7.

0370 243 0827

deathclaims.zurich@uk.zurich.com

Zurich Assurance Ltd 4
The Tri Centre
Newbridge Square
Swindon
SN1 1HN

OLD Eagle Star plans

Number series plans only - for example 10001234 or OLD Allied Dunbar plans starting with the number 7 and ending with a series of letters - for example 71234-67G-DS.

0370 514 3624

deathclaims.zurich@uk.zurich.com

Zurich Assurance Ltd 4
The Tri Centre
Newbridge Square
Swindon
SN1 1HN

What we need:

  • Full name of deceased
  • Plan number (if known)
  • Date of birth
  • Date of death
  • Cause of death (if known)
  • Contact details of claimant/trustee/beneficiary

To avoid unnecessary delays we will also check the plan is in force and whether there are any other plans that can be claimed on.

In most cases we will need to see the original death certificate. If we do not need to know cause of death we can complete the verification online. Depending on the plan type and circumstances of the death, we may also need medical information or other evidence, such as Coroner's notes or Grant of Probate.

What’s the process?

Wherever possible, we will issue a claim form to the claimant (e.g. surviving spouse, executor, trustee etc) within five working days of notification. The sooner the form is completed and returned the faster we are able to assess the claim.

Throughout the duration of the claim process, we will keep the life assured/or the person making the claim (claimant) and you as their adviser, informed of the current position.

Claim decision

When we receive the documentation we will check that we’ve got all of the information that we need and will return any original documents to you as soon as possible.

Wherever possible, we will aim to make a decision on the claim within five working days of receiving the required evidence. We'll keep you informed of any delays.

Income protection claims

Income protection income

Fuss free claims service

We’re ready to help you and your client with an income protection claim. Talk to us and let’s get things moving.

Notify us:

0370 243 0827

 technicalclaims@uk.zurich.com

Zurich Assurance Ltd 5
The Tri Centre
Newbridge Square
Swindon
SN1 1HN

What we need from the life assured:

  • Name
  • Plan number
  • Date of birth
  • Date of claim
  • Cause of claim

We will also check your client's portfolio to determine whether there are any other plans that can be claimed on.

There is specific evidence that is required for each claim which includes:

  • Written confirmation of the interview conversation will be sent to the life assured.
  • With this will be a consent form for completion and return which gives us consent to obtain medical and other information to assess the claim.
  • Medical information will be obtained from the GP and/or specialist Consultant to assess the claim.
  • Occasionally we may ask for an independent medical assessment or a home visit to gather further information.
  • We will require validation of the loss of income.

What’s the process?

Wherever possible, we aim to assess claims over the telephone (Calls are recorded). In exceptional client circumstances a claim form may be more appropriate. We will telephone the life assured for an initial conversation to obtain basic details of the claim and will then arrange a full interview to obtain full details of the claim. This will include details of the disability, occupation and financial circumstances.

Ongoing assessment

  • Payments will be paid monthly in arrears providing the claim remains valid.
  • Periodic reviews will take place to ensure the claim is still valid.
  • This will involve telephoning the life assured and obtaining further medical and other evidence if required.
  • To hasten recovery and to get your clients back to work as quickly as possible, we may also engage the services of a rehabilitation provider – at no cost to your client.

Throughout the duration of the claim process, we will keep the life assured/or the person making the claim (claimant) and you as their adviser, informed of the current position.

Claim decision

Wherever possible, we will aim to make a decision on the claim within five working days of receiving the required evidence. We'll keep you informed of any delays and will telephone the claimant with our decision as well as confirm this by letter.

If we accept the claim after the deferred period, a cheque is issued within five working days of the decision being made. Whilst the claim remains valid, payments on the plan are waived.

Waiver of payment claims

We’re ready to help you and your client with a Waiver of Payment claim

Notify us:

0370 243 0827

technicalclaims@uk.zurich.com

Zurich Assurance Ltd 5
The Tri Centre
Newbridge Square
Swindon
SN1 1HN


What we need from the life assured

  • Name
  • Plan number
  • Date of birth
  • Date of claim
  • Cause of claim

We will also check your client's portfolio to determine whether there are any other plans that can be claimed on.


What’s the process?

Wherever possible, we will issue a claim form to the claimant (e.g. surviving spouse, executor, trustee etc) within five working days of notification. The sooner the form is completed and returned the faster we are able to assess the claim.

Ongoing assessment

  • Waiver of Payment will continue providing the claim remains valid.
  • Periodic reviews will take place to ensure the claim is still valid.
  • This will involve sending out claim forms or telephoning the life assured and obtaining further evidence if required.

Throughout the duration of the claim process, we will keep the life assured/or the person making the claim (claimant) and you as their adviser, informed of the current position.


Claim decision

Wherever possible, we will aim to make a decision on the claim within five working days of receiving the required evidence. We'll keep you informed of any delays and will telephone the claimant with our decision as well as confirm this by letter.

If we accept the claim, payments will be waived once the life assured’s inability to work exceeds the deferred period.

Avoiding unsuccessful claims

Helping you get successful claims results

…and the part you can play

Here are the main reasons why some claims are unsuccessful


1. The definition of disability or critical illness not being met

To make a successful claim for critical illness the specific definition for the condition being claimed for must be met. For income protection/payment protection and waiver of payment claims, the life assured must satisfy the definition of disability stipulated. These definitions are set out in the plan terms and conditions.


2. Misrepresentation

Zurich subscribes to the ABI Code of Practice for Insurers and the Consumer Insurance (Disclosure and Representations) Act 2012 in respect of misrepresentation and treating customers fairly. This Act introduced three categories of misrepresentation and suggested outcomes to be adopted for each. These are:

  • Innocent - we will pay the claim in full
  • Careless - we will pay a proportional claim
  • Deliberate or Reckless - we will decline the claim and void the plan

What does this mean for Zurich?

  • We are responsible for ensuring that clear, concise questions are asked during the application process.
  • At claim, we only seek medical information to verify the insured event has occurred or if we have a legitimate reason to suspect that there was non-disclosure when the application was completed.

What does this mean for you and your clients?

It is important that during the application process, all the relevant information is disclosed to allow us to fully underwrite.

Omissions sometimes only come to light when a claim is made and may result in the need for us to seek medical evidence to support the claim. Regrettably, if misrepresentation is established this can occasionally result in a claim not being paid, at a time when the funds are most needed.


3. Exclusions

Insurance contracts often can contain standard plan exclusions. In addition, after considering an application, the Underwriters may impose specific exclusions on the plan. We will not be able to pay a claim if the cause of the claim falls within any exclusion shown in the terms and conditions, or on the specific plan.

Contact us

Contact your Zurich Business Account Manager or call us on