To make a British Seniors life insurance claim after a death, you contact British Seniors Insurance Agency, the firm that sold the policy, rather than the insurer: its policy document gives a claims phone line, a postal address and an email address. The insurer behind the policy, Aviva Life & Pensions UK Limited, pays an accepted claim.

Should cover for yourself ever be on your mind, a broker with FCA authorisation can walk through the options by phone at no charge; to request that call, complete the form on this page. Nothing below depends on it.

Who to contact first

The key facts and policy terms for British Seniors Over 50s Life Insurance (print code BSIA KFO50 v4.2 LIVE JAN26) say claims "should be made as soon as possible after the death occurs". For a death claim, it lists:

  • telephone 0800 542 7618, weekdays from 9am to 7pm;
  • post to Customer Services, British Seniors Insurance Agency, PO Box 6063, Windsor, SL4 9GL;
  • email claims@britishseniors.co.uk.

British Seniors' over 50 life insurance page gives the same 0800 542 7618 number for starting a claim. If the policy papers you hold show a different number or address, use the ones printed there. The policy number is on the policy schedule, and having it to hand makes the first call shorter. The plan itself, including who sells it and who insures it, is covered on the British Seniors over 50 plan page.

What happens after the first call

The terms say that, depending on the type of claim, the details may be collected over the phone, or a claim form is sent to be "completed, signed and returned". So there may be no form at all, or one arrives by post after the call.

The insurer can ask for more. It may require a report from the person's treating doctor or a medical specialist, at its own expense, and it may need access to medical records or other documentary evidence. If information that would reasonably be needed is not provided, the terms say Aviva "will not be able to process the claim until the information or documentation is made available". Gathering papers can be slow when you are also dealing with a funeral and a will, so it is worth telling the claims team early if something is hard to find. The general steps after a death are on what happens to life insurance when someone dies.

The claims team can say how long your own claim is likely to take once they know which documents are outstanding.

What is paid, and to whom

Once a claim is accepted, the terms say Aviva pays the lump sum "to you or the person who is legally entitled to it, whichever is appropriate". Premiums collected after the date of death are refunded where a valid claim is made. The amount depends on how and when the person died, and the terms set out three cases:

  • If the person died as the result of an accident, the terms say Aviva pays twice the benefit amount, from the start of the policy.
  • If they died of anything else within the first 12 months, the payment is limited to the premiums paid for their cover.
  • If they died of anything else once the 12 months had passed, the benefit amount is paid.

The terms define accidental death as a death that is a direct result of an accident during the cover and that happens within 90 days of the accident. The benefit amount is the figure on the policy schedule. When a claim is paid, cover for that person ends.

When a claim may not be paid in full

The policy terms set out the cases where a claim may be reduced or refused:

  • If two consecutive monthly premiums were missed, the terms say the policy ends with no value. If you are not sure whether the payments were kept up, raise it on the first call rather than assuming the policy had lapsed.
  • The terms say Aviva may not pay part or all of a claim if the information asked for at application, or when claiming, was not provided. If the date of birth or smoker status on the schedule was wrong, the policy is reissued on the terms that would have applied, which the terms say could mean a reduced benefit amount or the policy being cancelled.
  • Aviva can cancel the policy if it believes a claim to be false or fraudulent.

Why insurers decline claims more widely, and what can be done about it, is set out on can a life insurance company refuse to pay.

If the policy papers name a different insurer

British Seniors names Aviva Life & Pensions UK Limited as the insurer behind its policies, and the claims route above comes from its current policy document. If a schedule you find names a different insurer, or gives a different phone number, follow what it prints, because those details belong to that policy. Where the insurer named is AIG Life Limited or Aviva Protection UK Limited, Aviva's help page says those policies are now held through Aviva Life & Pensions UK Limited and cannot be viewed on MyAviva; AIG life insurance, now with Aviva explains the name changes.

Frequently asked questions

Is there a British Seniors claim form?

The terms say that depending on the type of claim, the details may be taken over the phone, or a form is sent out to be completed, signed and returned. Ring the claims number first and they will say which applies.

What does British Seniors say about its 2025 claims record?

British Seniors says Aviva "approved and paid 100% of all British Seniors claims received in 2025", a statement from the seller covering one calendar year. It does not mean every claim is paid in full, because each is assessed against the policy terms, including the first-year rule described earlier.

Who do I complain to if a claim goes badly?

The terms say to contact British Seniors first, quoting the policy number; the complaint may be dealt with by them or passed to Aviva. If you are still unhappy after the final response, or after eight weeks, you can refer it to the Financial Ombudsman Service, which the terms say does not affect your legal rights.

Can I claim on a policy that someone took out with a partner?

A joint plan is two policies, one for each person, run under one master policy number, and the terms pay a lump sum on the death of each life insured. When one partner dies, their own benefit amount is claimed and the surviving partner's cover carries on. Tell the claims team who has died and quote the master policy number.

Families who have just been through a claim sometimes want their own cover looked at, and a broker can do that in a free call. Complete the form on this page once the time feels right.

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