How to Make a Life Insurance Claim

A plain-language guide for Canadian beneficiaries and families

Navigating a life insurance claim while grieving is difficult. This guide explains the general process so you know what to expect.

Step 1: Locate the policy

The first step is finding the policy. Look through the deceased person's files, safe deposit box, email, or digital password manager. If you cannot locate the policy but believe one exists, the Canadian Life and Health Insurance Association (CLHIA) has a policy locator service for Canadians who cannot find a policy. Your provincial financial services regulator may also have resources.

Note the insurer's name and a policy number if available — you'll need these when you contact the company.

Step 2: Contact the insurer

Call or write to the insurer's claims department as soon as reasonably possible. There is no strict legal deadline in most cases, but prompt notification is good practice. The insurer will explain their specific process and tell you exactly what documents they need.

If the coverage was through an employer group plan, contact the employer's HR department or the group plan administrator — they will coordinate the claim.

Step 3: Gather the required documents

Standard documents most insurers require:

• Proof of death: A certified copy of the death certificate, issued by the province or territory. You will need certified copies — not photocopies — typically multiple originals.
• Completed claim form: The insurer will provide this. The beneficiary (claimant) fills it out.
• Proof of your identity as beneficiary: Government-issued photo ID.
• The original policy document (if available — most insurers will accept if it cannot be located).

Additional documents may be required depending on the cause of death, the age of the policy (see contestability below), or the size of the claim.

What is the contestability period?

Most life insurance policies include a contestability period — typically two years from the policy issue date. During this period, the insurer can investigate a claim and potentially deny it if they discover that material information was misrepresented on the application (for example, a health condition that was not disclosed).

After the contestability period, the insurer generally cannot deny a claim for misrepresentation — only for non-payment of premiums or a specific exclusion in the policy (such as suicide within the first two years, in many policies).

How long does it take?

Once a complete and valid claim is submitted, Canadian insurers are generally expected to pay promptly. Many pay within days to a few weeks of receiving a complete claim package. More complex situations — involving contested claims, unclear beneficiary designations, or pending coroner's reports — can take longer.

If you feel a claim is being unreasonably delayed or denied, you can escalate through the insurer's formal complaint process, and then to the OmbudService for Life and Health Insurance (OLHI), which provides free dispute resolution for consumers.

What if the claim is denied?

Claims can be denied for several reasons: policy was not in force (lapsed), the cause of death was excluded under the policy, misrepresentation during the contestability period, or a beneficiary dispute. If your claim is denied, you have the right to understand the specific reason in writing, and to appeal through the insurer's formal process and then OLHI.