Practical preparation · General information, assessed individually
Start with the insurer and the right policy
Contact the insurer using the claims details on its official website or your policy documents. Ask how to notify the event and which deadlines apply; you do not need to solve every paperwork question before making that first contact. This page is general preparation, not a claim submission to Jack.
- Find the policy number, insured person and type of benefit.
- If contacting the insurer for someone else, explain your relationship and ask what authority is needed.
- Ask for an accessible contact method or permission for someone to help if that would make things easier.
Build a small, relevant evidence pack
Requirements depend on the claim. A death claim may need a death certificate and details of the person making contact. Illness and income claims can require medical, employment or earnings evidence. Let the insurer specify what it needs and how to send it securely.
- Keep a list of requested documents, who supplies each one and the date sent.
- Keep copies of your own submissions and label any information that is still unknown.
- Send medical records only through the secure process agreed with the insurer.
Know what happens while you wait
Make a simple claim log: reference, contact, outstanding item and next update. Ask about premiums, assessment and the expected payment process. Do not assume that notifying a claim means it is accepted, or that a deferred period ending fixes the date money will arrive.
- Ask the insurer before stopping or changing policy payments.
- For income protection, ask how sick pay, a return to work or changed earnings must be reported.
- Tell the insurer if illness, bereavement or financial difficulty makes communication urgent.
If the decision or delay needs challenging
Ask for the written reason and the relevant policy wording. If you disagree, complain to the insurer first, explaining the facts and the outcome you want. Keep the response. For most insurance complaints, you can approach the Financial Ombudsman Service after a final response or eight weeks without one, subject to its eligibility and time limits.
- Distinguish a request for missing evidence from a final refusal.
- Record the complaint date and normally refer to the Ombudsman within six months of the final response.
- Use the Ombudsman directly for free; you do not need to pay a representative.
Bring to the first conversation
- Policy schedule and insurer claims contact
- Event dates and a short factual account
- The insurer’s document requests and your response log
- Any decision, complaint acknowledgement or final response
Start with an outline. Send sensitive documents only through the secure route agreed with Jack.
Your questions, answered
Should I wait until all the documents are ready?
Ask the insurer how to begin and what notification requirements apply. It can identify the documents needed. A missing record is a question to raise, rather than a reason to guess an answer or leave the insurer unaware.
Link to this answerDoes a diagnosis automatically mean critical illness cover pays?
No. The insurer assesses the claim against the actual policy definition and conditions. Ask which evidence is required for that definition and request an explanation if the decision is unclear.
Link to this answerCan I submit a claim through this website?
No. Use your insurer’s claims process. If Jack arranged your cover, you can ask where to start and what support is available under your service arrangement. Do not put sensitive medical details into the general enquiry form.
Link to this answerSources & further reading
Sources checked 13 October 2026. Preparation prompts are editorial checklists; follow the linked original for its scope and updates.
Prepared for Jack Cousins’s website · 13 October 2026. About Jack · How site content is prepared. Insurer terms, underwriting and individual circumstances determine the cover available. This guide is general information, not a personal recommendation.