PruProtect easy claims process

With a dedicated helpline, we make it easy for your clients to make claims. Our friendly staff have been trained to handle claims efficiently and quickly, making it easier for your clients to get their claim through.

This includes any applicable cover for Life Cover, Disability Cover for Business or Waiver of Premium on Incapacity. Check your client's Plan Schedule and Plan Provisions for full details of cover.

Making a claim

If your client needs to make a claim simply call 0800 012 1796 to notify us (Monday to Friday, 8.30am to 6.00pm).

It will be useful if you have the following information for your client:

  • A copy of your client's Plan Provisions
  • Name of your customer/claimant
  • Name and address of your customer/claimant's GP
  • Plan number(s)
  • Cover being claimed against (e.g. Life Cover)
  • Reason for the claim (e.g. heart attack)

What happens after you've registered your client's claim?


Claim type Next steps
Death occurring in the UK
  1. After calling us to notify a claim for Life Cover, Disability Cover for Business or Waiver of Premium on Incapacity, a letter will be posted to your client detailing the documentation required to process their claim.
  2. Your client will need to return the requested documents to us in the pre-paid envelope provided.
  3. A second letter may also be posted to your client in a sealed envelope which they will need to pass on to the doctor of the deceased as soon as possible and provide their consent for the doctor to release the medical information required.
Death occurring abroad
  1. After calling us to notify a claim for Life Cover, Disability Cover for Business or Waiver of Premium on Incapacity, a claim form will be posted to your client.
  2. The form will ask questions around the circumstances of the death abroad. Your client needs to answer ALL questions on the form and return back to us in the pre-paid envelope provided.
  3. A letter may also be posted to your client separately in a sealed envelope which they will need to pass on to the doctor of the deceased as soon as possible and provide their consent for the doctor to release the medical information required

Disability Cover for Business

or

Waiver of Premium on Incapacity
  1. After calling us to notify a claim, a claim form will be posted to your client.
  2. Your client needs to answer ALL of the questions on the form and sign the 'Consent to Access Medical Information' section, which specifies that they agree to PruProtect accessing their medical information.
  3. Return the completed claim form back to PruProtect in the pre-paid envelope provided.

Please note that if the 'Consent to Access Medical Information' is not signed we will be unable to proceed with the claim until this has been completed.


Important information when completing the claim form

  • Do not leave any of the questions blank. If the questions are not applicable then please specify N/A.
  • Your client needs to provide as much information as possible, even if your client thinks it may seem irrelevant it could be important to us.
  • Before your client posts the claim form to us, they should take a photocopy for their records.

What additional information may be required from your client?


Benefit Additional information required when registering the claim Specific documentation required
Life Cover
  • Where death occurred (UK or abroad)
  • Date of death
  • Cause of death
  • Original death certificate
  • Probate (if applicable)
  • GP file may be requested
Disability Cover for Business
  • Cause of claim
  • Date of diagnosis/life changing event
  • Date of surgery if planned or already performed
  • GP file may be requested
Waiver of Premium on Incapacity
  • Cause of claim
  • Date incapacity diagnosed
  • Date of surgery if planned or already performed
  • Medical certificate (sick leave document) for the period you are unable to work and earn an income
  • Date of first absence from work due to incapacity
  • Medical certificate (sick leave document)
  • GP file may be requested

When does your client need to submit a claim by?

For each Benefit there is a specific timeframe for submitting your client's claim, this is called the notification period. If your client does not submit their claim within the time specified we may not be able to accept the claim.

Benefit Notification period
Life Cover
 12 months
Disability for Business 6 months
Waiver of Premiums on incapacity For: Deferred period 7 days= immediately
Deferred period 4 weeks= 2 weeks
Deferred period 3/6/12 months= 2 months
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Tips for ensuring a smooth claims process

If your client does need to make a claim, we try to make the process as hassle free as possible. To help ensure that claims are processed quickly, here are some useful tips to consider, not only when claiming but also during the application stage.

At application stage

  • Make sure your client answers the health and financial questions in the application form honestly and in as much detail as they can. If they are unsure whether any particular fact would be relevant to us please include it anyway, as we may not contact or obtain a report from their doctor.
  • Before your client submits and signs their application form, re-check their answers to ensure that they are correct.
  • If there are any changes to your client's health or occupation after the application has been submitted but prior to the acceptance of the plan please let us know.
  • After reading your client's Confirmation Schedule, if you find anything that is incorrect or your client has forgotten to tell us about, please let us know.
  • If your client fails to disclose any relevant information this may result in their claim not being paid.

Claim stage

  • Check with your client's doctor that their diagnosis, injury or illness meets the terms and required definition for the benefit that they are considering claiming against.
  • If they have an exclusion on their Plan check whether it is applicable to them and may affect their ability to claim. If your client needs more advice before submitting their claim, call us on 0800 012 1796.
  • Submit your client's claim as soon as possible as some benefits have a notification period.
  • Before returning your client's claim form check that it has been completed in full, accurately, and has been signed (including the 'Consent to Access Medical Information' section).
  • If someone else has completed the form and, or signed it on your client's behalf, please add a note stating this.
  • If we request medical records from your client's doctor, your client may also want to contact them to help ensure that the request is handled quickly.
  • Your client should continue to pay the premiums whilst their claim is being processed.