How to Claim Life Insurance — Step-by-Step (So Easy!)

Losing someone you love is devastating. The grief is overwhelming, the practical matters feel impossible to face, and navigating insurance claims probably seems like the last thing you can handle right now.

Here’s what you need to know: Life insurance claims are actually simpler than you think. The horror stories you’ve heard about rejected claims and endless bureaucracy? They’re the exception, not the rule.

According to the Association for Savings and Investment South Africa (ASISA), approximately 96.4% of life insurance claims in South Africa are paid without dispute. That’s 96 out of every 100 claims approved and paid—often within 5-10 days of receiving all required documents.

The industry paid out R57.8 billion in death claims during 2024. Those billions represent tens of thousands of families who received the financial support they desperately needed during the worst moments of their lives.

This guide walks you through the entire process—what documents you need, who to contact, what happens at each stage, how long it takes, and what to do if something goes wrong. By the end, you’ll understand exactly what needs to happen and feel confident you can handle it.

Before We Start: Take a Breath

If you’re reading this because someone you love has just died, please know: You don’t have to do everything immediately.

The claim can wait a few days while you process the shock and handle urgent matters like funeral arrangements. Most insurers give you months to submit claims—there’s no 48-hour deadline.

Ask someone to help you. A family member, close friend, or even a professional like a lawyer or financial advisor can handle much of this process on your behalf. You don’t have to do it alone.

And if you’re reading this to prepare in advance—good. Understanding the process now means you or your loved ones will navigate it more smoothly when the time comes.

Step 1: Find the Life Insurance Policy

Before you can claim, you need to know which insurer to contact and what the policy details are.

Where to Look:

Physical Documents

Filing cabinets or drawers where the deceased kept important papers
Safety deposit boxes
Home safe
Between pages of important books or in document folders
With the will and other estate documents

Digital Records

Email inbox—search for the insurer’s name, “policy,” “insurance,” or “premium”
Banking app showing debit order payments (the payment reference often includes the insurer’s name)
Cloud storage (Google Drive, Dropbox, iCloud)
Photos on phone—some people photograph policy documents

Other People Who Might Know

The deceased’s spouse or partner
Financial advisor or broker
Employer (if it was a group life scheme through work)
Executor of the estate
Close family members who might have been told

Insurer Records If you know which company the person used for other insurance (car, home), contact them—they often sell multiple products and can check if the person had life cover with them.

ASISA’s Policy Locator Service If you genuinely cannot find any information, ASISA operates a service that searches member insurers’ databases. Contact them at 011 657 1750 or claims@asisa.org.za with the deceased’s ID number. They’ll check if any registered insurers have policies linked to that ID number.

Information You Need from the Policy:

Once you find the policy document, note:

Insurer name and contact details
Policy number (crucial—this is the unique identifier)
Type of cover (term life, whole life, funeral cover, etc.)
Coverage amount (how much will be paid)
Named beneficiaries (who will receive the money)
Any special conditions or waiting periods

Take photos of all pages with your phone immediately. If you lose the original, you’ll have digital copies.

Step 2: Contact the Insurance Company

Once you have the policy details, contact the insurer to begin the claim process.

How to Make First Contact:

Phone (Fastest for Urgent Questions) Most insurers have dedicated claims lines operating 24/7 or at least extended hours. The policy document should list a claims contact number.

When calling:

Have the deceased’s ID number and policy number ready
Explain briefly that the policyholder has passed away
Ask what documents they need and how to submit them
Request their email address for document submission
Get a reference number for your call

Email (Good for Initial Notification) Many insurers accept claim notifications by email. Send to their claims department with subject line: “Life Insurance Claim Notification – Policy [number]”

Include:

Deceased’s full name and ID number
Policy number
Date of death
Your relationship to the deceased
Your contact details
Request for claims process information and required documents

Mobile App (If the Insurer Has One) Companies like Discovery, Momentum, Old Mutual, and others allow claim initiation through their apps. Look for “Claims” or “Submit a Claim” sections.

Apps typically guide you through uploading documents step-by-step, which can be easier than email.

In Person (Less Common Now) You can visit the insurer’s branch office, though with modern processes, this usually isn’t necessary. It might feel reassuring if you prefer face-to-face interaction.

What the Insurer Will Tell You:

During this first contact, the insurer will:

Confirm the policy is active
Explain what documents you need to submit
Provide submission methods (email, app, upload portal, post)
Give you a claim reference number
Explain approximate processing timeframes
Ask if you need any immediate assistance

Important: Get the name of the person you speak with and their direct contact details. Having a specific person to follow up with makes the process smoother.

Step 3: Gather Required Documents

Life insurance claims require specific documentation. Insurers need these documents to verify the death occurred, confirm identity, and ensure they’re paying the right people.

Documents Every Claim Needs:

1. Completed Claim Form The insurer provides this—either by email, through their app, or downloadable from their website. It asks for:

Deceased’s personal details
Beneficiary information
Details about the death (date, location, cause)
Banking details for payout

Fill it out completely and accurately. Incomplete forms delay processing.

2. Original Death Certificate (or Certified Copy) Obtain this from the Department of Home Affairs after registering the death. You’ll need:

The deceased’s ID document
Your ID document (as the person registering the death)
The BI-1663 form completed by the doctor or hospital

Home Affairs typically issues the death certificate (DHA-1663) within 3-14 days of registration. Request at least 3-4 original certificates—you’ll need multiple copies for various purposes (estate, banks, pension funds, insurance).

Certified copies are acceptable to most insurers if you’ve run out of originals. Get documents certified at:

Police stations
Post offices
Banks
Commissioners of oaths
Lawyers

3. Deceased’s ID Document (Certified Copy) A certified copy of the deceased’s South African ID book or card.

4. Claimant’s ID Document (Certified Copy) Your ID document proving you’re the beneficiary entitled to claim.

5. Proof of Banking Details A bank statement (not older than 3 months) or cancelled cheque showing the account where the claim should be paid. This must match the beneficiary’s name exactly.

6. Original Policy Document If you have it, include the original policy document. If you’ve lost it, inform the insurer—they have records and can proceed without it.

Additional Documents Sometimes Required:

For Accidental Death:

Police report (if applicable)
Post-mortem report
Accident report from relevant authorities (traffic department for vehicle accidents, etc.)
Witness statements

For Death From Illness:

Medical records from treating doctors
Hospital discharge summaries
Pathology reports
Post-mortem results (if conducted)

For Death During Waiting Periods: Medical records proving the illness causing death wasn’t present or diagnosed when the policy was taken out.

If Beneficiaries Are Minors:

Birth certificates of minor children
Proof of guardianship or letters of authority from the Master’s Office

If Claiming Through the Estate:

Letters of executorship from the Master’s Office
Will (if it exists)
Proof that you’re the executor

For Group Life Insurance Through Employers:

Letter from HR confirming employment at death
Group policy details (usually the employer provides this)

Marriage Certificate (if the spouse is claiming and surname changed with marriage)

Divorce Decree (if an ex-spouse is claiming and was named as beneficiary despite divorce)

Where These Documents Come From:

Home Affairs: Death certificate (after death registration)

SAPS: Police reports, accident reports

Hospitals/Doctors: Medical records, discharge summaries, pathology results (you have legal right to request these)

Master’s Office: Letters of executorship (if the estate must claim rather than named beneficiaries)

Employers: Confirmation letters, group policy information

Step 4: Submit Your Claim

Once you’ve gathered all documents, submit them to the insurer through their specified channel.

Submission Methods:

Email (Most Common) Send all documents as clear PDF or JPG attachments to the insurer’s claims email address.

Best practices:

Use clear file names: “Death_Certificate_John_Smith.pdf”
Keep total email size under 10MB (send multiple emails if needed)
Write a brief cover email listing all attached documents
Request read receipt and delivery confirmation
Include your claim reference number in the subject line

Mobile App Upload Follow the app’s claims submission process. Apps usually:

Let you photograph documents with your phone camera
Guide you through required documents with checklists
Confirm successful upload
Provide claim tracking

Online Portal Some insurers have secure web portals where you upload documents. You’ll receive login credentials when you notify them of the claim.

Physical Post/Courier If using post:

Send certified mail with tracking
Keep copies of everything you send
Include a cover letter listing all enclosed documents
Get proof of postage

In Person You can deliver documents to the insurer’s office:

Get a receipt confirming what was submitted
Ask them to verify documents are complete
Obtain the contact details of the person handling your claim

After Submission:

Confirmation Within 24-48 hours, the insurer should confirm receipt. If you don’t receive confirmation:

Check your spam/junk folder
Follow up with a phone call
Verify you used the correct email address or upload portal

Acknowledgment Letter Most insurers send a formal acknowledgment stating:

They’ve received your claim
Your claim reference number
The claims handler assigned to your case
Contact details for queries
Approximate timeframe for processing

Missing Documents If documents are missing or unclear, the insurer contacts you requesting additional information. Provide this as quickly as possible—delays in submitting requested documents delay the entire claim.

Step 5: The Assessment Process (What Happens Behind the Scenes)

While you’re waiting, here’s what the insurer is doing:

Initial Verification (1-3 Days)

Policy Status Check

Is the policy active and premiums paid up to date?
Is there any lapse in coverage?
Was the death within the policy term?

Coverage Verification

Does the cause of death fall within policy coverage?
Are there applicable waiting periods that haven’t been met?
Were all disclosures accurate when the policy was taken out?

Beneficiary Confirmation

Who is entitled to receive the payout?
Are beneficiaries correctly identified?
If no beneficiaries are named, does the estate claim?

Document Review (2-5 Days)

Completeness Check Do they have everything required? If not, they request missing documents.

Authenticity Verification Checking that documents are genuine:

Contacting Home Affairs to verify death certificate authenticity
Verifying doctor’s signatures and practice numbers
Confirming hospital records if needed

Information Consistency Do all documents align? Are there any discrepancies between the death certificate, medical records, and claim form?

Underwriting Review (3-7 Days)

Medical Underwriting If the death was from illness, underwriters review:

Was this condition disclosed when applying for insurance?
Were there any material non-disclosures that would have affected the original decision to insure?
Does the medical history support the stated cause of death?

This is where most rejected claims come from: The deceased failed to disclose significant medical conditions when applying, and the death resulted from those conditions.

Example: Someone applied for insurance, said they had no health issues, but medical records reveal they were diagnosed with advanced cancer six months before applying. The insurer can reject the claim for material non-disclosure.

However, if the person genuinely didn’t know about the condition (it was undiagnosed when applying), and they answered all questions honestly based on what they knew, the claim proceeds.

Contestability Period Most life policies have a contestability period (typically the first 12-24 months). During this time, insurers scrutinize claims more carefully to detect fraud or non-disclosure.

After the contestability period, insurers are less likely to investigate pre-existing conditions unless there’s clear evidence of fraud.

Claims Committee Review (For Large Claims)

Claims exceeding certain amounts (varies by insurer, typically R2 million+) go to a claims committee for approval. This adds a few days to processing but ensures proper oversight of large payouts.

Special Investigations (Rare)

If something seems suspicious, the insurer might conduct additional investigation:

Interviewing doctors who treated the deceased
Reviewing application recordings (calls where the policy was sold)
Checking previous insurance applications with other companies
Investigating circumstances of death (particularly for accidental death)

Important: This happens in a tiny minority of claims—perhaps 2-3%. Most claims proceed straightforwardly without investigation.

Step 6: Claim Decision and Payout

Claim Approved (The Good News)

When your claim is approved, the insurer sends written confirmation stating:

Claim approval
Payout amount
How payment will be made (direct deposit, cheque)
Expected payment date
Any deductions (outstanding premiums, policy loans)

Payment Processing Time: Once approved, funds typically arrive within:

2-5 business days for electronic transfers
7-10 business days for cheques

If There Are Multiple Beneficiaries: Each receives their allocated percentage directly into their nominated bank accounts. The insurer handles distribution—you don’t need to collect money and divide it yourself.

If the Estate Is Beneficiary: Payment goes to the estate’s bank account (managed by the executor). The executor then distributes according to the will or intestate succession laws.

What Happens to the Money: It’s yours to use as needed:

Covering funeral expenses
Paying off debts
Replacing lost income
Funding children’s education
Investing for future needs
Whatever purpose the deceased intended

There are no restrictions on how you use life insurance payouts (unless the policy was specifically assigned to cover a debt like a home loan).

Partial Approval

Sometimes claims are partially approved:

Full coverage amount minus outstanding premiums
Reduced payout due to policy conditions
Payment of base cover but not optional benefits

Example: A policy for R1 million with R12,000 in unpaid premiums pays out R988,000.

You’ll receive a letter explaining any deductions.

Claim Rejected (The Bad News)

If your claim is rejected, the insurer must provide detailed written reasons explaining:

Specific grounds for rejection
Policy clauses or legislation supporting the decision
Your rights to appeal or complain
Contact details for their internal complaints department

Common Rejection Reasons:

Material Non-Disclosure The deceased failed to disclose relevant medical conditions, dangerous hobbies, or other material facts when applying.

Death During Waiting Period The person died within the waiting period (typically 3-6 months for natural causes, 12-24 months for suicide).

Suicide During Exclusion Period Death by suicide within the specified exclusion period (usually 12-24 months). Beneficiaries typically receive premiums paid, not the full cover amount.

Excluded Cause of Death Death resulted from excluded activities (certain extreme sports, criminal activity, war, sometimes HIV/AIDS in older policies).

Lapsed Policy The policy wasn’t active due to non-payment of premiums.

Fraud Evidence that the application contained deliberate lies or that the claim itself is fraudulent.

What to Do If Your Claim Is Rejected:

1. Request Full Written Explanation Ask for detailed reasons with specific policy references.

2. Review the Original Policy Application Check what questions were asked and how they were answered. Were there genuine misunderstandings or was information deliberately withheld?

3. Gather Supporting Evidence Medical records, doctor letters, or other evidence supporting your position.

4. Appeal Through the Insurer’s Internal Process All insurers must have internal complaints and appeals processes. Submit a formal appeal with:

Why you believe the rejection is unfair
Supporting documentation
Reference to specific policy terms

Insurers must respond within 30 days.

5. Escalate to the Ombudsman If the internal appeal fails or you’re unsatisfied with the outcome, escalate to the Ombudsman for Long-term Insurance.

Contact: www.ombud.co.za | 021 657 5000 | info@ombud.co.za

The Ombudsman:

Reviews complaints independently
Investigates whether the insurer acted fairly
Makes binding decisions (up to R3.5 million)
Charges no fees to consumers

6. Legal Action As a last resort, you can take legal action, though this is expensive and time-consuming. Consult with an attorney specializing in insurance law.

Common Issues and How to Solve Them

“The Insurer Says Documents Are Missing, But I Sent Everything”

Solution:

Check exactly which documents they claim are missing
Verify you sent what they’re requesting (re-check your sent emails or submission confirmation)
Resubmit the “missing” documents with a cover note: “Please find attached [document name] as requested. This was originally submitted on [date] via [method].”
Request confirmation of receipt

Sometimes documents get misfiled or lost in their system. Patiently resubmitting is faster than arguing about whether you sent them originally.

“It’s Been Three Weeks and I Haven’t Heard Anything”

Solution:

Contact the insurer using your claim reference number
Ask for a status update
Request estimated completion date
Get the direct contact details of the claims handler

If you can’t get satisfactory answers:

Ask to speak with a supervisor
Send a formal email stating you’ve received no updates and requesting urgent attention
Mention you’ll escalate to the Ombudsman if you don’t receive a response within 5 business days

This usually prompts action. Insurers don’t want Ombudsman complaints, which reflect poorly on them.

“The Insurer Wants Medical Records Going Back Ten Years”

Solution: This is reasonable if there’s a question about pre-existing conditions. The deceased’s medical records belong to their estate, and you have the right to request them.

Contact:

All doctors and specialists who treated the deceased
Hospitals where they were admitted
Pathology labs that processed tests

Request copies of all medical records. There might be fees (typically R50-R150 per set of records). The estate can pay these costs.

Doctors must provide records within 14 days of request per the National Health Act.

“The Beneficiary Listed Is My Ex-Husband, But We’ve Been Divorced for Years”

Solution: This is complicated. If the policy still names your ex-husband as beneficiary, he’s legally entitled to the payout unless:

The will specifically states the policy should be updated (and it wasn’t)
The divorce decree required beneficiary changes (and it wasn’t done)
You can prove the deceased intended to change it but didn’t complete the process

Legally, the insurer must pay the named beneficiary. Disputes about whether that’s fair are resolved through the estate or courts, not through the insurer.

Lesson: Review and update beneficiaries after major life changes—divorce, remarriage, birth of children, death of a beneficiary.

“The Claim Is Taking Forever Because We Can’t Find All Beneficiaries”

Solution: If multiple beneficiaries are named but some can’t be located:

The insurer will attempt reasonable searches
After exhausting efforts, they might pay located beneficiaries and hold unclaimed portions
These unclaimed portions eventually go to the Guardian’s Fund

You can hire a tracing service (genealogists specializing in finding beneficiaries), though this costs money. The estate decides whether this expense is worthwhile.

“The Insurer Says My Partner Committed Suicide But I Don’t Believe It”

Solution: If you dispute the cause of death determination:

Request a full copy of the post-mortem report
Consult with medical professionals who can review the findings
Consider requesting an independent post-mortem (expensive but sometimes reveals different conclusions)
Gather evidence supporting alternative explanations

If the inquest is still open (investigations ongoing), the insurer might delay the claim decision until the official cause of death is determined.

Special Claim Situations

Claims on Group Life Insurance Through Employers

Process Differences:

Notify both the employer’s HR department and the insurer
The employer often assists with paperwork
Claims usually process faster because the employer verifies employment details
Payouts might go to the estate if no beneficiaries were nominated

Documents Needed:

Everything standard claims require
Letter from employer confirming employment at time of death
Final payslip
Group policy certificate (HR provides this)

Claims on Funeral Policies

Process: Usually faster because amounts are smaller and underwriting is simpler.

Timeline: Many funeral insurers pay within 48-72 hours of receiving complete documentation, recognizing families need funds urgently for burial.

Special Features: Some funeral policies include:

Immediate cash advance (R5,000-R10,000 paid within hours to cover immediate expenses)
Grocery vouchers for the funeral gathering
Assistance with funeral arrangements

Claims Process: Often simpler than full life insurance—sometimes just requiring a death certificate and completed claim form.

Claims Where the Deceased Died Abroad

Additional Requirements:

Death certificate from the foreign country (often needs to be translated and notarized)
Repatriation documentation if the body was brought back to South Africa
Police reports or incident reports from foreign authorities
Medical records from foreign hospitals

Timeline: Expect longer processing (4-8 weeks) due to international verification requirements.

Assistance: South African embassies and consulates can help with document authentication and translation.

Claims Involving Minors as Beneficiaries

Special Requirements: Children under 18 cannot directly receive large sums. Options:

Trust If the deceased established a trust, funds are paid to the trust for the children’s benefit.

Guardian’s Fund If no trust exists, large sums (typically over R50,000 per child) go to the Guardian’s Fund, administered by the Master’s Office. Guardians can apply for funds to cover the child’s needs.

Court-Appointed Guardian A guardian can be appointed through the courts to manage funds on the child’s behalf.

Smaller Amounts For minor amounts (under R50,000), insurers might pay directly to a parent or legal guardian with court approval.

Claims During Contested Estates

If multiple people claim entitlement to the payout or there are disputes about the will:

Insurer’s Response: They might:

Hold the funds until the dispute is legally resolved
Pay into the estate and let the executor handle distribution
Request court direction on who should receive payment

Timeline: Claims can be delayed months or even years until estate disputes resolve.

Resolution: Work with the estate executor and potentially attorneys to resolve disputes quickly.

How Long Does the Entire Process Take?

Straightforward Claims:

Submission to approval: 5-10 business days
Approval to payment: 2-5 business days
Total: 1-2 weeks from submission

Claims Requiring Additional Information:

Add: 5-14 days for every round of additional document requests
Total: 3-4 weeks

Claims Under Investigation:

Add: 2-8 weeks for investigation and underwriting review
Total: 6-12 weeks

Contested or Complicated Claims:

Timeline: 3-6 months or longer

Factors That Speed Things Up:

Submitting complete, clear documentation initially
Responding quickly to requests for additional information
Having a named beneficiary (not the estate)
Policy being active with no recent changes
Death from clear, documented natural causes

Factors That Slow Things Down:

Missing or unclear documents
Deaths during contestability periods (first 12-24 months of policy)
Suspicious circumstances requiring investigation
Disputes about beneficiaries
Claims going through estates rather than named beneficiaries

Tips for Making the Process Smoother

Before Someone Dies (Preparation):

1. Ensure Beneficiaries Are Updated Review beneficiaries every few years and after major life events (marriage, divorce, births, deaths).

2. Keep Documents Accessible Store policy documents where family can find them. Tell someone you trust where they are.

3. Inform Beneficiaries Let your beneficiaries know they’re named and which insurer holds the policy. They can’t claim if they don’t know the policy exists.

4. Pay Premiums Reliably Lapsed policies don’t pay claims. Set up debit orders and monitor that payments process successfully.

5. Be Completely Honest When Applying Accurate disclosure prevents claim rejection. If unsure whether to mention something, mention it—the worst that happens is slightly higher premiums.

When Making a Claim:

1. Ask Someone to Help You don’t have to do this alone. Find someone level-headed who can handle paperwork while you grieve.

2. Request Multiple Death Certificates Get at least 3-4 original certificates from Home Affairs. You’ll need them for multiple purposes.

3. Keep Copies of Everything Photocopy or scan every document before submitting. Keep detailed records of all communication with the insurer.

4. Respond Quickly to Requests Every day you delay responding to information requests extends the claim process by a day.

5. Stay Calm and Professional Insurers are more helpful to people who are polite and patient. Anger and aggression slow things down.

6. Follow Up Regularly A weekly check-in call or email keeps your claim top of mind without being annoying.

7. Know Your Rights Understand what the insurer must do, what timeframes are reasonable, and when escalation is appropriate.

8. Get Everything in Writing If an insurer makes a promise or gives information over the phone, request email confirmation.

Understanding Why Claims Get Paid (The Insurer’s Perspective)

Insurers want to pay claims. Rejected claims create unhappy customers, bad publicity, Ombudsman complaints, and reputational damage. Paying claims is literally their business—it’s what they exist to do.

The industry paid R57.8 billion in death claims in 2024. That’s billions of rands flowing to grieving families, showing that the system works for the vast majority of people.

Claims get rejected when:

The claim is literally fraudulent (fake deaths, false identities)
Material information was deliberately withheld
The policy genuinely wasn’t active
The death falls under a legitimate exclusion

Even when there’s ambiguity, many insurers interpret policies generously. They know that borderline rejections create massive problems—grieving families become angry families who tell everyone how terrible that insurer is.

Your job when claiming: Provide clear, complete, honest information that allows the insurer to confidently approve the claim.

Their job: Process claims fairly, quickly, and with compassion for what you’re going through.

When both sides fulfill these roles, the process works smoothly.

What to Do With the Money Once You Receive It

Life insurance payouts can be substantial—hundreds of thousands or millions of rands appearing in your account.

Immediate Advice: Don’t Make Big Decisions Immediately

You’re grieving. Your judgment might be clouded. Resist the urge to:

Buy expensive items as emotional compensation
Lend large amounts to family/friends who suddenly appear with needs
Make major investments based on someone’s “guaranteed” opportunity
Quit your job assuming the money will last forever

Smart Immediate Steps:

1. Put It Somewhere Safe Temporarily A money market account at your bank earns interest while you figure out long-term plans. Don’t leave it in a cheque account earning nothing.

2. Cover Immediate Expenses

Outstanding funeral costs
Immediate household bills
Urgent debts

3. Breathe and Think Give yourself 3-6 months before making major decisions about the money.

4. Consult Professionals After a few months, meet with:

A certified financial planner
An attorney (especially if there’s an estate to settle)
A tax advisor (some situations create tax implications)

Long-Term Considerations:

If You’re Replacing Lost Income: Calculate how long the money needs to last. R1 million sounds huge but if you need R15,000 monthly for 10 years, that’s R1.8 million—you need to invest wisely to make it last.

If You Have Children: Consider:

Education savings accounts or education policies
Trust structures to protect money until they’re adults
Guardian’s Fund for minors (legally required for large amounts)

If You’re Debt-Free: Pay off high-interest debt (credit cards, personal loans). Keeping mortgage debt might make sense if interest rates are reasonable and you need the tax deduction.

If You’re Investing: Diversify. Don’t put it all in one place. Consider:

Retirement annuities (tax-advantaged)
Unit trusts or ETFs
Property investments
Fixed deposits for emergency funds

If It’s More Than You Need: Some people find themselves with more money than their immediate needs require. Consider:

Funding education for extended family
Charitable donations to causes the deceased cared about
Creating lasting legacies (scholarships, foundations)

Get Professional Advice: A good financial planner charges R2,000-R5,000 for consultations but can save you tens or hundreds of thousands through smart planning.

Frequently Asked Questions

“How long do I have to submit a claim?”

Most insurers allow 6-12 months, though some have longer periods. However, don’t delay unnecessarily—submit as soon as you can gather documents. Interest doesn’t accrue on unpaid claims, so waiting costs you money.

“Can I claim if I don’t know the policy number?”

Yes. Contact the insurer with the deceased’s ID number and name. They can locate policies in their system.

“What if premiums weren’t paid right up to death?”

Most policies have grace periods (30-31 days). If death occurs during the grace period, the claim is usually paid minus outstanding premiums.

If the policy lapsed before death (no payment for over 31 days typically), there’s no coverage and no claim.

“Do I pay tax on life insurance payouts?”

Generally no. Life insurance proceeds paid to beneficiaries are not subject to income tax in South Africa. However, they form part of the deceased’s estate for estate duty purposes.

Consult a tax advisor if the estate is large (over R3.5 million) or if there are complex trust structures.

“What if the deceased lied on the application?”

If the lie was material (something that would have affected the insurer’s decision to provide cover or the premium charged), the insurer can reject the claim.

If the lie was immaterial (something that wouldn’t have changed anything), the claim should be paid.

Example of material: Failing to disclose a heart condition when dying of heart attack. Example of immaterial: Incorrectly stating you work as an accountant when you’re actually a bookkeeper (low-risk occupation either way).

“Can creditors claim against the life insurance payout?”

If paid to named beneficiaries, life insurance generally doesn’t form part of the insolvent estate and creditors can’t touch it.

If paid to the estate (no named beneficiaries), it becomes an estate asset and creditors can claim against it.

“What happens if I disagree with how the insurer distributed money among multiple beneficiaries?”

The insurer pays according to what’s specified in the policy. If the allocation was 50% to spouse and 50% to children but you think it should be different, that’s not the insurer’s issue—it’s an estate/family matter.

The time to address beneficiary allocations was when the person was alive. Once they’re gone, the insurer follows what’s written.

“The policy document is nowhere—can I still claim?”

Yes. The insurer has records. Provide the deceased’s details and they’ll pull up the policy information from their system.

Final Thoughts: You Can Do This

Claiming life insurance might feel overwhelming right now, but thousands of South Africans successfully navigate this process every month while dealing with the same grief and stress you’re facing.

The system is designed to work. Insurers genuinely want to pay legitimate claims. The vast majority of claims are approved and paid within two weeks.

What you need to do:

Find the policy details
Contact the insurer
Gather required documents
Submit everything clearly and completely
Follow up periodically
Wait for approval and payment

What the insurer will do:

Confirm coverage
Verify documentation
Assess the claim fairly
Approve and pay (in 96% of cases)

If you’re struggling, ask for help. Family, friends, financial advisors

ByAdmin