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A life insurance policy is designed to provide financial support when your loved ones need it most. While no family wants to think about making a claim, understanding the claims process in advance can help reduce stress, avoid delays and ensure beneficiaries know exactly what to do when the time comes.
One of the simplest ways to help your family is by making sure they know you have life cover, where your policy information is stored and how to notify your insurer. A little preparation today can make a difficult situation easier to manage tomorrow.
What is a life insurance claim?
A life insurance claim is submitted when the life assured passes away and a beneficiary or family member notifies the insurer.
Following a valid claim, the sum assured can help cover:
- Living expenses
- Debt repayments
- Education costs
- Estate-related expenses
- Future financial obligations
For families who depend on a breadwinner's income, a life insurance payout can provide important financial support during a challenging time. 1Life Insurance notes that life cover can help replace lost income and assist families with ongoing financial needs.
The first step: notify the insurer
Report the death as soon as possible
When a policyholder passes away, the insurer should be notified as soon as reasonably possible.
This notification can usually be made by:
- A beneficiary
- A spouse or partner
- A family member
- The executor of the estate
Early notification allows the insurer to begin guiding the family through the required next steps and documentation process. 1Life Insurance advises notifying the insurer as soon as possible after the death of the life assured.
You will usually be assigned assistance
One aspect that people often find reassuring is having a dedicated claims contact to assist them through the process.
According to 1Life Insurance, claimants are assigned a dedicated claims consultant who assists with documentation requirements and claim-related queries.
What documents are usually required?
The exact requirements may vary depending on the circumstances of the claim, but the following documents are commonly requested.
Essential documents
| Document | Purpose |
|---|---|
| Certified death certificate | Confirms the death of the life assured |
| DHA 1663 Notification of Death form | Supports death registration details |
| Certified ID of the deceased | Verifies identity |
| Certified ID of the beneficiary | Verifies the claimant |
| Bank confirmation or bank statements | Verifies payment details |
| Completed claim form | Enables claim assessment |
Depending on the claim, additional medical reports or supporting documentation may also be required. 1Life Insurance lists these documents among those commonly required for life insurance claims.
Unnatural death claims
Where the death was due to an accident or other unnatural cause, additional documentation such as police reports may also be requested as part of the assessment process.
Ways to submit a claim
Different insurers offer different submission options.
Online claim submission
Digital claim submission is often the fastest option and allows supporting documents to be uploaded electronically.
Email submission
Some insurers allow claim notifications and supporting documentation to be submitted via email.
Telephone support
Many families prefer speaking directly to a consultant who can explain the process and answer questions.
The 1Life Insurance claims page allows claimants to submit claims, upload documents and obtain assistance throughout the process.
How long does a life insurance claim take?
This is one of the most common questions beneficiaries ask.
The answer depends on factors such as:
- The complexity of the claim.
- Whether all documents have been submitted.
- The cause of death.
- Whether additional information is required.
While every claim is different, insurers aim to process valid claims as quickly as possible once all required documentation has been received. 1Life Insurance notes that valid claims may be paid once all necessary documentation has been assessed.
How to help your family before a claim is ever needed
One of the biggest causes of delays isn't the claims process itself. It is families not knowing important details about the policy.
Tell your family about your cover
Make sure trusted family members know:
- Which insurer holds your policy.
- Where policy documents are stored.
- Who your beneficiaries are.
- How to start the claims process.
Many families discover a life insurance policy only after spending weeks searching through paperwork. Providing this information upfront can save valuable time.
Keep beneficiary details updated
Another important step is ensuring beneficiary information remains current.
Review your policy if:
- Your marital status changes.
- You have children.
- A beneficiary passes away.
- Your circumstances change significantly.
Keeping beneficiary information accurate can help streamline future claims.
Create a personal information file
A practical way to assist loved ones is keeping important details together in one secure location.
Consider storing:
- Policy documents.
- Beneficiary details.
- Identity documents.
- Will information.
- Financial adviser details.
- Contact numbers for key service providers.
Common mistakes that cause delays
- Families can help avoid unnecessary delays by ensuring:
- Policy premiums remain up to date.
- Beneficiary details remain accurate.
- Required documents are submitted promptly.
- Information supplied to the insurer is complete and accurate.
- The insurer is notified as soon as possible.
These simple steps can make a meaningful difference when a claim is being assessed.
Preparing today can help your family tomorrow
Making a life insurance claim is never something families look forward to. However, understanding the process and preparing in advance can make a difficult situation easier to manage.
By keeping policy details current, informing loved ones about your cover and maintaining accurate beneficiary information, you can help ensure your family receives the support you intended when they need it most.
If you'd like more information, visit the claims page or review your information through the Policyholder Services Portal.
We answer your questions
Who can submit a life insurance claim?
A beneficiary, spouse, family member or authorised representative can typically notify the insurer and begin the claims process.
What documents are needed for a life insurance claim?
Commonly required documents include a death certificate, DHA 1663 Notification of Death form, identification documents, banking information and a completed claim form.
How long does a life insurance claim take to pay?
Claim timelines vary depending on the complexity of the claim and whether all required documents have been received and assessed.
What happens if documents are missing?
Missing documents can delay the assessment process. Submitting complete and accurate documentation as quickly as possible can help prevent unnecessary delays.
How can I help my family prepare for a future claim?
Tell your loved ones about your policy, keep beneficiary information updated and ensure policy documents are stored in a secure but accessible location.
Where can I get help with a life insurance claim?
You can contact the insurer directly, use the claims page or speak to the claims consultant assigned to assist with the claim.