This article is worth reading and sharing during a calm period – it was written so that if the need ever arises, the family won't have to search for information but can simply follow the steps. The emphasis is on order: what needs doing when, and what can wait.
- The tasks of the first few days aren't insurance-related – the paperwork can wait, and the deadlines take that into account.
- The route for filing is the insurer's customer service and online portal – with the policy number, at a calm pace.
- Keep a record of every submission – and if the case stalls, the broker steps in to help, where they can.
The first period: what actually matters
The policy terms give a specific deadline for filing, counted from the day of death (typically anywhere from a few days to a month, depending on the product) – this isn't a matter of hours, but it can't be put off indefinitely either. The first step is finding the policy number and filing the claim; the documents themselves can be supplied later. What is worth doing: gathering copies of the documents (the death certificate and whatever else is needed later) in one place, as they arrive – if you've followed the document map, the location of the policy and contract details is already known.
Filing the claim – step by step
- Find the policy or the contract identifier – if it can't be located, the insurer can also search using the insured's name and personal details.
- Call the insurer's customer service or open its online claim-filing portal – this is the primary, fastest route: the process in detail.
- Ask for the list of required documents and the case number in writing – write the case number on every submission from this point on.
- Gather the documents and submit them together: the typical lists.
- Keep a copy of everything, and note the date of each submission.
What to expect – and what isn't a bad sign
The insurer's questions and requests for documents are a normal part of the assessment – not a sign of distrust. The article on processing times gives a realistic picture of timing; rather than impatience, checking in with the case number is the right tool. A separate article covers the questions that come up after the payout – handling the money, settling accounts: after the payout.
When should you contact the broker?
Any time you have a question – and definitely if the case stalls, the requests for missing documents keep circling, or a dispute develops: that's when, with full knowledge of the case, I step in to help, where I can. Make sure the family also knows how to reach me – that's exactly the last point on the checklist.
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