How to Claim
The claims process is designed to provide maximum support with minimum fuss, thereby relieving your loved ones and family of the burden of making difficult decisions and dealing with the costs associated with a death abroad, at such a difficult time.
24/7 Assistance Hotline
Beneficiaries have access to a 24-hour multilingual hotline to provide practical assistance whenever they need it. You can be sure that all cases will be handled sensitively, taking care of all administrative, cultural and religious requirements, making the process as smooth and stress free as possible. This is the first step to making a claim – contacting the Assistance Hotline. Policyholders and beneficiaries will also be provided with an email contact address to use if desired.
Beneficiary Claim Form
After contacting the Assistance Hotline, the next step is to complete the Claims Form. This is a short 3-page document which can be completed fully electronically, or with pen & paper and scanned/photographed, and sent by email to the insurance company. You will be provided with a copy of the Claim Form when you purchase your policy so you can make sure that your beneficiaries are familiar with how to complete it. In the event of a claim, the staff at the Assistance Hotline will help with the completion of the form if needed. The Claim Form, along with a certified copy of the Death Certificate, can be emailed to the insurance company for immediate action.
Processing the claim
The progress of a claim can vary depending on the circumstances of individual cases, how quickly the insurance company receives the necessary information, and whether there are any complications. Your beneficiaries will be updated with the progress every step of the way.
When the claim has been accepted
Upon acceptance of a claim, the insurance company will initiate an immediate upfront payment equal to 10% of the total sum insured, paid to the beneficiary bank details provided on the Claim Form, and continue to provide practical assistance as the other administrative formalities are completed, followed by the remaining 90% being paid shortly after. Most cases are fully completed and paid within 90 days.
We strongly recommend keeping a copy of your policy documents in a safe place, as well as copies in other relevant places such as with a family member or attached to your Will at a lawyer’s office. Make sure that a copy of it can be found easily by your beneficiaries in the event of your death.
Contact Telephone Numbers for CLAIMS and ASSISTANCE for POLICYHOLDERS & BENEFICIARIES
Please note that the telephone numbers listed here are specifically for claims and assistance from policyholders and beneficiaries only.
The specialist staff in these offices are unable to assist with matters such as purchasing a new policy or answering general questions about the policy from non-policyholders. Please only use these numbers if you are a policyholder or beneficiary and need to make a claim or would like assistance. For all other, non-claims-related enquiries, please contact us through this website.
Please note that the telephone numbers listed here are specifically for claims and assistance from policyholders and beneficiaries only. (This repeated sentence is intentional).
Brazil
Claims: +55 (0) 21 3500 2751
Assistance: +55 (0) 21 3500 8882
China (Hong Kong)
Claims: +852 (0) 5819 4888
Assistance: +852 (0) 5819 0028
Dubai
Claims: +971 (0) 4319 7682
Assistance: +971 (0) 4319 7682
Indonesia
Claims: +62 (0) 21 515 7681
Assistance: +62 (0) 21 515 7680
South Africa
Claims: + 27 (0) 87 5518 359
Assistance: +27 (0) 87 5502 426
Spain
Claims: +34 (0) 91 1231 189
Assistance: +34 (0) 91 1984 206
Thailand
Claims: +66 (0) 2105 4285
Assistance: +66 (0) 2105 4284
United Kingdom
Claims: +44 (0) 20 3129 5004
Assistance: +44 (0) 20 3129 1544
United States
Claims: +1 (0) 646 448 0331
Assistance: +1 (0) 347 875 3156
In addition to the telephone numbers listed above, policyholders will also be provided with email contact details for the insurance company along with the policy documents shortly after purchasing the insurance.