When making a claim you may be asked for:
- The policyholder's name
- The policy number
- The death certificate or details of terminal illness
- Contact details
Who you contact to make a claim will depend on when the life insurance policy was taken out. You'll find this information on the policy document.
Policies taken out after 22 July 2019
Monday to Thursday 8:30am-8pm
Except bank holidays
Policies taken out between 1 January 2013 and 20 July 2019
Policies taken out before 6 July 2011
These policies are now with Countrywide Assured.
Monday to Friday 9am-5pm
Calls may be monitored and recorded. Call charges will vary.
Extra support for AIG Life Insurance policyholders
Not available with Over 50s Life Insurance.
Child bereavement support
If a policyholder dies or is diagnosed with a terminal illness, specialist support from Winston's Wish is available for their children and family to help them rebuild their lives.
Winston's Wish is a non-contractual benefit which can be withdrawn without notice.
Money while you wait for a claim
If we agree that you may have a valid claim, up to £300 of additional funding can be made available to support the person insured or their family.
Frequently asked questions
Critical illness cover is designed to pay out if you’re diagnosed with a specific illness which could have a severe impact on your life. Direct Line’s critical illness cover, provided by AIG is called Critical 3 and can be added for an extra cost when buying Life Insurance. Critical 3 gives you an extra level of cover for specific types of cancer, heart attack and stroke. Please refer to the policy documents for more information.
Yes, you can have more than one life insurance policy, and they don’t need to all be with the same provider. When you apply for a new life insurance policy, you may be asked whether you already have life insurance, as certain restrictions may apply.
You can choose how much life insurance you buy, subject to terms and conditions. You might want your policy to pay out the value of your mortgage, a specific lump sum for your dependants or provide enough to cover both. To help you get an idea of how much insurance you might need, take a look at our cover calculator.
You can choose your policy length, subject to that set out in the Key Facts document. You may wish to consider when you plan to retire, the length of any financial commitments like your mortgage, and the age of any dependents you may have. These are factors that may indicate how many years you'd like the policy to run.
This will depend on how you set up the policy. In the event of your death, the payment will normally go to:
- Your spouse/partner if you have a joint policy with them.
- Your estate, unless the policy is in a trust or is owned by someone else.
- A trust, if that’s what you’ve specified. Trustees will distribute the money in accordance with your wishes.
In the event of a terminal illness or critical illness claim the money usually goes to the person covered.