Customer Zone > Claims > How to claim

Make a claim on your protection cover

If you need to make a claim simply call 0845 601 0072 to notify us (Monday to Friday, 8.30am to 6.00pm). It will be useful if you have the following information with you:

  • A copy of your Plan Provision
  • Name of the customer/claimant
  • Name and address of the customer/claimant’s GP
  • Plan Number(s)
  • Cover being claimed against (e.g. Serious Illness Cover or Life Cover)
  • Reason for the claim (e.g. heart attack)

 

What happens after you've registered the claim?

ClaimNext steps
Death occurring in the UK
  • After calling us to notify a claim for Life Cover, Mortgage Free Cover or Waiver of Premium on Death, a letter will be posted to you detailing the documentation required to process your claim.
  • You will need to return the requested documents to us in the pre-paid envelope provided.
  • A second letter may also be posted to you in a sealed envelope which you will need to pass on to the doctor of the deceased as soon as possible and provide your consent for the doctor to release the medical information required.

Death occurring abroad
  • After calling us to notify a claim for Life Cover, Mortgage Free Cover or Waiver of Premium on Death, a claim form will be posted to you.
  • The form will ask questions around the circumstances of the death abroad.  Answer ALL questions on the form and return back to us in the pre-paid envelope provided.
  • A letter may also be posted to you separately in a sealed envelope which you will need to pass on to the doctor of the deceased as soon as possible and provide your consent for the doctor to release the medical information required.
  • Serious Illness Cover
  • Disability Cover
  • Waiver of Premium on Serious Illness
  • Waiver of Premium on Incapacity
  • Terminal Illness
  • Income Protection
  • After calling us to notify a claim, a claim form will be posted to you.
  • If you are making a Serious Illness claim and also have Health Cover with the Health Cover Optimiser, you can discuss your future private medical treatment options with us.
  • Answer ALL of the questions on the form and sign the “Consent to Access Medical Information” section, which specifies that you agree to PruProtect accessing your medical information.
  • 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.
  • Please provide as much information as possible, even if you think it may seem irrelevant it could be important to us.
  • Before you post the claim form to us, take a photocopy for your records.

 

What additional information may be required from you?

Find out what additional information you may need when making a claim.

 

When do I need to submit a claim by?

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

BenefitNotification period
  • Life Cover
  • Mortgage Free Cover: Death
  • Waiver of Premiums on Death
No notification period

Serious Illness Cover (all)

Written notice must be received within 6 months of the life changing event

Disability Cover

Category A, B, D

Written notice must be received within 6 months of the life changing event


Category C

Written notice must be received within 3 months of the life changing event

Income Protection Cover

Deferred period of 1 month

Written notice must be received within 2 weeks of the date of the incapacity


Other deferred periods

Written notice must be received within 2 months of the date of the incapacity

Waiver of Premium on Serious Illness

Written notice must be received within 6 months of the date of the life changing event

Waiver of Premium on Incapacity

Deferred period of 1 month

Written notice must be received within 2 months of the date of the incapacity


Other deferred periods

Written notice must be received within 2 months of the date of the incapacity
  • Unemployment Cover
  • Carer Cover

St Andrews must receive written notice no later than 120 days after unemployment commences

 

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© 2010 Prudential Health Services Limited trading as PruProtect. All rights reserved.

PruHealth is a trading name of Prudential Health Limited and Prudential Health Services Limited. Registered numbers 5051523 and 5933141 respectively. PruProtect is a trading name of Prudential Health Services Limited and Prudential is a trading name of Prudential Assurance Company, registered number 15454. The Prudential Assurance Company Limited provides and manufactures benefits under the PruProtect plan. Prudential Health Limited provides and manufactures benefits under the PruHealth plan. Prudential Health Services Limited distributes and services all PruHealth and PruProtect products and issues the documentation. Companies registered in England and Wales. Registered offices at Laurence Pountney Hill, London EC4R 0HH. All companies authorised and regulated by the Financial Services Authority. The companies are not affiliated in any manner with Prudential Financial, Inc, a company whose principal place of business is in the United States of America.