Making a claim for ill health
What to do if you need to make a health claim
If you need to contact us to make a claim, our specialist team are on hand to provide support and deal with your claim as smoothly as possible. You’ll find information here about what you need to do, things you may need to consider and documents that you might need to have to hand. You’ll also find contact details, depending on what product you have.
If you would like to take your pension due to serious ill health, find out more about your options.
If you need to let us know that someone has died, you can find more information on our bereavement page.
Please contact us if you would like this information in an alternative format such as braille, large print or audio.
Letting us know
You can let us know about your health claim by completing our health (illness) claim form, and one of our claims assessors will get in touch with you.
Alternatively, you can contact us by phone to let us know about your health claim. Please check carefully what type of policy you have from the list below, and telephone the number for your type of policy. This will help your claim to be dealt with more quickly.
0345 601 4839 (local rate) 9am to 5pm, Monday to Friday
PLAN & PROTECT
0800 085 8310 (Freephone) 9am to 5.30pm, Monday to Friday
MY LIFE INSURANCE
0800 849 6089 (Freephone) 9am to 5:30pm, Monday to Friday
0345 601 4389(local rate) 8am to 6pm, Monday to Friday
HALIFAX AND BANK OF SCOTLAND
0345 030 6244 (local rate) 8am to 6pm, Monday to Friday
HALIFAX FOR POLICY NUMBERS BEGINNING TMPP OR 14/
0345 600 1194(local rate) 9am to 5pm, Monday to Friday
HALIFAX HOME PLAN
0345 600 1194 (local rate) 9am to 5pm, Monday to Friday
0345 788 3333 (local rate) 9am to 5pm, Monday to Friday
VIRGIN LIFE COVER OR CANCER COVER
0345 601 9645 (local rate) 9am to 5pm, Monday to Friday
We may record and monitor calls to help us improve our service. All medical information will remain confidential.
If you are making a claim for a critical illness, terminal illness, income protection or premium protection, some of the information we may ask for includes:
- Your policy number — you will find this in your policy documents
- Some details of your diagnosis and your circumstances
- Your GP and hospital specialist’s name and address
- Copies of medical notes and correspondence. If you can provide this to us, it will help us deal with your claim more quickly. This is because it can sometimes take a while for us to receive this information from GPs, which can delay the assessment and payment of claims.
We’ll contact your GP or hospital consultant for any additional medical information we need. When we do this, we’ll keep you updated on what’s happening and how your claim is progressing.
If you are making a claim on a life cover policy, you will find more detail about what information we will need on our bereavement page.
We will keep you up to date throughout the process but please call us if you have any further questions.
You should continue to pay your premiums until we have agreed to pay your claim.