This site is for financial advisers only, Click here for the consumer site.

Print Share


Our record of paying claims continues to be one of the best in the industry – after all providing financial support when someone needs it most is what we’re here for.

You can find the full details in our new sales aid.

Claims paid in 2017

How to make a claim

If you need to make any claim on a life or critical illness policy, or a death claim on a pension or bond you can contact the claims team by phone, email or letter.

 0808 171 2570
 Heritage Claims,
 Old Mutual Wealth
 Old Mutual House
 SO14 9AY

Who can make a claim?

  • The policyholder/trustee – this could be you, your spouse or partner or your employer.
  • Your legal representative such as the executor or solicitor acting for the estate.
  • Your financial adviser.

What happens when you contact us?

We’ll send you a claim form and details of the other documents that may be required.

For a death claim these could include:

  • A death certificate
  • A birth certificate
  • A marriage certificate

For other claims such as a critical illness or disability we will also need to see medical reports and we will obtain these at our expense.

Some older plans may include an element of investment in which case a valuation, known as a ‘fund value’, will be provided. The valuation will be at the next working day following receipt of the claim notification (assuming it arrives before 11am).

How much will you receive?

Most plans will have a ‘sum assured’, also referred to as the amount of cover. This is normally the amount that we will pay when a claim is accepted.

For death claims we will pay the amount of the sum assured at the date of death.

For other claims the final amount we will pay depends on the type of policy that you have. 

For plans where the fund value is paid this will be the value on the next working day following receipt of the claim notification (assuming it arrives before 11am).

How long does a claim take?

Once we receive the completed forms and any documents or medical information we may need, we aim to pay a claim within two working days.

Financial Adviser Verification