Making a Protection Insurance Claim as an Expat: What to Expect

Why Understanding the Claims Process Matters

Protection insurance exists to pay out when it is needed most. Yet the claims process — particularly for internationally mobile policyholders — involves documentation, notification requirements, and procedural steps that can delay payment significantly if they are not understood in advance.

This guide sets out what claimants and their families can expect when making a claim under a life assurance, critical illness, or income protection policy held with an international provider. The objective is not to make the process appear more complex than it is, but to ensure that policyholders and their nominated beneficiaries are prepared. A delayed claim at the point of illness or bereavement is an avoidable hardship.

The most effective action a policyholder can take today is to ensure that their financial adviser, their nominated beneficiaries, and their family members know where the policy documents are held, what the policy covers, and who to contact in the event that a claim needs to be made.

Step 1 — Notify the Insurer Promptly

The first step in any claim is to notify the insurer. For life assurance claims, notification is made by the beneficiary or the policyholder's estate. For critical illness and income protection claims, the policyholder notifies directly.

Notification timelines are specified in the policy terms. International policies typically require notification within 30 to 90 days of the triggering event — the death, the diagnosis, or the start of the period of incapacity. Some policies have wider notification windows; a small number have tighter ones. In practice, notifying as promptly as circumstances allow is the safest approach and avoids any dispute about late reporting.

Notification is usually made by telephone or in writing to the insurer's claims department. The relevant contact details should be in the policy document. If no policy document is immediately available, the insurer can usually locate the policy via the policyholder's name and date of birth. Financial advisers who hold copies of policy documentation can assist beneficiaries at this stage.

Step 2 — Understand Which Type of Claim Is Being Made

The documentation required and the assessment process differ substantially depending on whether the claim is for life assurance, critical illness, or income protection.

Life assurance claims are the simplest procedurally. The insurer needs evidence of death and identification of the beneficiary. There is no medical assessment of the cause of death beyond verifying that the policy was in force and that no exclusions apply.

Critical illness claims require medical evidence of the triggering diagnosis. The insurer needs to confirm that the condition meets the precise policy definition, that the survival period has been satisfied, and that the condition was not excluded at underwriting.

Income protection claims are the most ongoing. The initial claim requires evidence of incapacity and proof of income. Thereafter, the insurer may periodically request updated medical evidence to confirm that incapacity continues. The interaction between the deferred period and the start of the benefit means that timing of notification and documentation matters.

Documentation for a Life Assurance Claim

The following documents are typically required to process a life assurance claim:

Death certificate: the original or a certified copy of the official death certificate issued by the relevant authority in the country of death. Where death occurs abroad, a death certificate issued by the local authority and — in some cases — a certificate issued through the British Consulate or an authenticated translation may be required.

Policy document: the original policy schedule and terms and conditions. If the original cannot be located, the insurer can proceed on the basis of its own records, but having the document accelerates the process.

Proof of identity for the beneficiary: passport or other government-issued photographic identification for each named beneficiary or trustee making the claim.

Trust deed or nomination form: if the policy is written in trust, the trust deed establishes who is entitled to the proceeds. If a beneficiary has been nominated without a formal trust, the nomination form confirms entitlement.

Cause of death information: the insurer may request a medical report from the deceased's treating physician, particularly where the cause of death might be relevant to a policy exclusion (for example, where the policy contains a suicide exclusion in the first year or two). This is standard practice and should not be taken as a challenge to the claim.

Where the policy is held outside a trust and no valid nomination exists, the death benefit may form part of the deceased's estate. In this case, probate or equivalent legal process in the jurisdiction of domicile may be required before the insurer can pay. This can add months to the settlement timeline, and may expose the proceeds to inheritance tax where applicable.

Documentation for a Critical Illness Claim

Critical illness claims require medical evidence demonstrating that the claimed condition meets the policy definition. The following documents are typically required:

Diagnosis confirmation: a written statement from the treating physician confirming the diagnosis, the date of diagnosis, and the clinical basis for it (imaging results, biopsy reports, ECG findings, or equivalent depending on the condition).

Specialist report: for most serious conditions — cancer, heart attack, stroke — the insurer will require a report from the relevant specialist (oncologist, cardiologist, neurologist) rather than a GP alone. This report should confirm the diagnosis, the severity, and the treatment plan.

Medical records: the insurer may request access to the policyholder's full medical records to verify that the condition was not pre-existing or related to a disclosed or undisclosed exclusion.

Policyholder identification: passport or equivalent identification.

Survival period confirmation: the claim can only be admitted once the survival period (typically 14–28 days from diagnosis, as specified in the policy) has elapsed. The insurer will verify this from the date of diagnosis provided in the medical evidence.

Where conditions attract a partial payout rather than the full sum assured (for example, early-stage cancers or less severe cardiac events), the insurer will apply the policy's partial payment terms. The claimant's adviser should review the specific partial payment definitions in advance to understand what to expect.

Documentation for an Income Protection Claim

Income protection claims require evidence of both incapacity and income. The process has two phases: the initial claim to establish entitlement, and ongoing evidence to confirm continued incapacity during the benefit payment period.

Initial claim documentation:

• Medical report from the treating physician or specialist confirming the diagnosis, the nature of the incapacity, and the prognosis for return to work
• Statement confirming the date on which the policyholder became unable to work
• Proof of income: employment contract, recent payslips, or — for self-employed policyholders — certified accounts or tax returns for the preceding two to three years
• Policyholder identification
• Bank account details for benefit payment

Ongoing evidence: once the claim is admitted and the deferred period has elapsed, the insurer will typically request updated medical evidence at intervals of three, six, or twelve months, depending on the policy terms and the nature of the incapacity. This is to verify that the condition continues to prevent the policyholder from working. Failure to provide ongoing evidence promptly can result in the temporary suspension of benefit payments.

For self-employed policyholders, the income evidence requirement can be more complex. Insurers will want to understand the business structure, the nature of the work, and whether the policyholder has employees or partners who are maintaining revenue in their absence. The benefit payable is tied to the income actually lost, not simply the agreed cover level.

The Role of a Financial Adviser in Claims Management

A qualified financial adviser who holds the client's protection record can be an invaluable resource at claim time — particularly in circumstances where the policyholder is seriously ill or the claim is being made by a bereaved family member.

Specific ways an adviser can assist include:

• Identifying all relevant policies held across multiple providers
• Notifying insurers promptly on the client's behalf
• Compiling and submitting documentation to the correct departments
• Liaising with the insurer's medical underwriters if questions arise about the claim
• Explaining partial payment structures and assisting clients in understanding what to expect
• Chasing outstanding items and tracking claim progress
• Reviewing the payout to confirm it is correct and complete

For clients of Global Investments, our advisers maintain comprehensive records of all policies arranged and remain the primary contact for claims management. Families of policyholders should contact us directly in the event of a death claim — we will manage the process alongside them.

Common Reasons Claims Are Delayed

Understanding the causes of delay is useful even for those not yet in the position of making a claim, because many of the causes are preventable with action taken now.

Missing or incomplete documentation: the most frequent cause of delay. Insurers cannot admit a claim until all required evidence has been received in a satisfactory form. Where death certificates or medical reports take time to obtain — which is common when death occurs abroad — the overall timeline extends accordingly.

Policy not written in trust: a life assurance policy that passes through the deceased's estate requires probate before the proceeds can be paid. This can take six to twelve months or longer. A properly constituted trust enables payment to named beneficiaries without probate, typically within two to four weeks of documentation being complete.

Beneficiary not nominated: even without a formal trust, a named beneficiary nomination simplifies the claims process. A policy with no beneficiary nomination passes to the estate by default.

Survival period not elapsed: a critical illness claim cannot be admitted until the survival period has passed. A claimant who notifies immediately after diagnosis should be aware that the insurer will wait until the survival period is confirmed before issuing payment.

Non-disclosure at underwriting: if the insurer discovers at claim time that a material condition or risk factor was not disclosed at the application stage, the claim may be declined and the policy voided. This outcome is not common where applications have been completed honestly, but it underlines the importance of thorough disclosure.

Uncertainty about which policy to claim on: policyholders who have held multiple policies over many years — sometimes with different providers — may have beneficiaries who are uncertain which contracts are in force. Maintaining an up-to-date summary of all active policies, shared with a trusted contact, prevents this.

Trust Structures and Beneficiary Nomination

The trust structure of a life assurance policy determines who receives the proceeds and how quickly. A policy written in an appropriate trust — typically a discretionary or absolute trust — ensures that:

• The proceeds are paid directly to named beneficiaries without passing through the estate
• The payment is not subject to inheritance tax in most cases (since the policy is held outside the estate)
• Settlement can occur within weeks rather than months

Trust documentation should be stored securely. A copy should be held by the policyholder's financial adviser. Where the original trust deed cannot be located, an indemnity process with the insurer may be possible, but it adds time and complication to the claim.

Beneficiary nominations (where a formal trust is not in place) should be reviewed and updated whenever personal circumstances change — after marriage, divorce, the birth of a child, or the death of a previously nominated beneficiary.

Currency and Banking for International Policy Payouts

Payouts from offshore international policies are made in the policy currency — GBP, USD, EUR, or another agreed currency. The beneficiary or claimant will need a bank account capable of receiving the payment in that currency.

For death claims where the beneficiary resides in a different country from the policy provider, an international bank transfer will be made. SWIFT transfer details should be provided at the time of the claim. Transfer timescales are typically two to five business days once payment is initiated by the insurer.

Income protection benefits are paid monthly, usually by standing transfer to the nominated bank account. Claimants should confirm that the nominated account remains active and that the currency received can be used or converted without undue cost.

Typical Claim Timescales

As a general guide, assuming documentation is received in good order:

• Life assurance claim: two to four weeks from receipt of complete documentation, where the policy is written in trust with a named beneficiary.
• Critical illness claim: four to eight weeks from receipt of complete documentation, reflecting the time required for medical underwriting review and survival period confirmation.
• Income protection claim (initial): four to six weeks from submission of complete documentation. Ongoing monthly benefits then follow the payment schedule specified in the policy.

These are indicative timescales. Complex cases, cases involving large sums, or cases where additional medical evidence is requested will take longer. Maintaining an open line of communication with the insurer's claims team — or delegating that to an adviser — is the most effective way to manage the timeline.

How Global Investments Can Help

Global Investments maintains comprehensive records for all clients whose protection policies we have arranged, and we are available to assist throughout the claims process. We understand the specific challenges of international claims — obtaining documentation across jurisdictions, managing currency and banking for cross-border payouts, and working with insurers on behalf of clients who are dealing with illness or bereavement.

If you are an existing client and need to make a claim, contact your Global Investments adviser as your first step. We will identify all relevant policies, notify insurers on your behalf, and guide you through each stage of the process.

If you do not yet have an adviser relationship with us, we welcome enquiries from expatriates who wish to review their protection arrangements, understand what their current policies cover, or ensure that their claims process is as straightforward as possible when the time comes. Preparation now makes an enormous practical difference later.

We serve internationally mobile clients across major markets worldwide.

Claims processes, timescales, and documentation requirements vary between insurers and policy types. Policy terms are subject to change. This guide is for information purposes only and does not constitute personal financial advice. Seek qualified advice appropriate to your circumstances.