We’re in the business of paying claims and we’re there for customers and their families when they need us most.

We’re immensely proud that since 1973 we’ve paid out more than $1.4 billion in claims.

Our goal is to give you and your customers certainty by making a claim decision quickly and accurately. Read our claims promise

Check out our customer claims brochure.
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We aim to:

  • Give an accurate assessment, first time.
  • Act in good faith.
  • Be clear and transparent.
  • Deliver fast and effective service.
  • Put the right people and expertise on each claim.

The claims process.

Claim time tips.

Claims time can be stressful for customers so we want to make things as quick and easy as possible. You can help us by:

  • Notifying us of the claim as soon as possible.
  • Emphasising to your customers the importance of disclosing all relevant information at application time.
  • Ensuring we can have direct conversations with your customers.
  • Reminding customers of the importance of seeing a doctor and obtaining a medical certificate.
  • Verifying documents – remember to get ID and legal documents certified.

To help avoid any surprises or delays,  make sure you understand the cover your customer has in place before you submit a claim. For example:

  • If your customer is claiming under trauma, is the condition they’re suffering from listed under their policy?
  • Are there any stand-down periods that might apply or limitations to pass-back wording by way of pre-existing conditions?
  • For income protection claims, is the time off work likely to exceed the wait period?
  • If your customer has an indemnity policy, are they self-employed and do they have a complete set of business accounts they can provide, if required?

Also, remember we need specific consent to share your customer’s claim information with you.

Here’s the Third Party Consent Form if you need it.

Online claim notification form.

We're sorry to hear your customer needs to make a claim.

All we need is a few details and our claims team will be in touch to work through the claim with them.

Make a claim.


We can’t provide all forms online due to the nature of some types of claims. If you can’t find what you’re looking for here, email or call us on 0800 88 22 88 - we’re here to help.