We aim to make claiming online simple and straightforward. Below you'll find the steps to making a claim, the documents each type of claim needs, and some templates to help you get the documents you need from your provider(s).
Steps to making a claim
It takes between 1 - 2 hours to complete an online application. You can save your progress and return at any point.
Get your supporting documents ready
We need quite a bit of information to investigate your claim. You'll find it easier to submit your claim if you gather these items first as you'll be asked to upload them when you submit your claim.
Below you'll find what each of the different types of claim needs for us to process it. In some sections, investment claims, for example, different types of claim need different documents. If your type of claim isn't in the bullet-pointed list, scroll down to see further types.
For more details on how to send us the documents, visit the Sending us documents page.
Types
- Commercial
- Critical illness cover
- Employers’ Liability
- General, Guaranteed Asset Protection (GAP)
- Home, Life
- Long term care
- Motor
- Pet
- Product Liability
- Professional Indemnity
- Property
- Public liability
- Travel
- Other
We'll need
Policy Document, including full Terms & Conditions
This should show the details of the policy and the terms and conditions that applied, e.g. any exclusions
Proof of any claims made against the policy (if applicable)
This should show all the claims made under the policy, including dates and amounts received or outstanding.
Proof of premium(s) paid
This must be a letter from your insurance or loan provider confirming the dates of all payments made or missed.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the insurance was bought and refer to the specific policy. Alternatively, please provide a letter from your policy provider confirming the name of the firm that gave you the advice.
Types
If your type of investment claim isn't in the list below, scroll down to see what contract for difference (CfD), derivative, debenture, home income plan, and shares claims require.
- Collective Investment Scheme (CIS) (Regulated or Unregulated)
- Endowment (not mortgage-related)
- Enterprise Investment Scheme
- Geared Traded Endowment Plan
- Government securities
- High Income Bond
- Investment Bond
- Investment Portfolio
- Long-Term Care Bond
- Secured Bond
- Split Capital Investment Trust
- Traded Endowment Plan
- Venture Capital Trust
- Viatical Life Settlements
- With Profits Bond
- For all other types, see below
We'll need
Investment current value or actual amount received from investment
If you are still paying, the value should be dated within the last month. Otherwise, we need the surrender or maturity value.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the investment was made and refer to the specific investment. Alternatively, please provide a letter from your investment provider confirming the name of the firm that gave you the advice.
Transaction history
This should show the amounts and dates of all investments and withdrawals including charges applied.
We'll need
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the investment was made and refer to the specific investment. Alternatively, please provide a letter from your investment provider confirming the name of the firm that gave you the advice.
Transaction history
This should show the amounts and dates of all investments and withdrawals including charges applied.
We'll need
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the investment was made and refer to the specific investment. Alternatively, please provide a letter from your investment provider confirming the name of the firm that gave you the advice.
Transaction history
This should show the amounts and dates of all investments and withdrawals including charges applied.
Debenture Certificate
This is a certificate that shows the holder is a creditor of the company and what they are entitled to.
Investment current value or the actual amount received from the investment
If you are still paying, the value should be dated within the last month. Otherwise, we need the surrender or maturity value.
We'll need
Annual Mortgage Statements
These should show payments and dates made, changes to interest rates and any further borrowing.
Mortgage Offer Document
This should show the details of the mortgage e.g. start date, rates applied, the amount borrowed and term.
Completion Statement
This should show the date the mortgage completed and include details of the mortgage. If you do not have this statement it can be obtained from the Solicitor who arranged your mortgage.
Investment current value or actual amount received from investment
If you are still paying, the value should be dated within the last month. Otherwise, we need the surrender or maturity value.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the investment was made and refer to the specific investment. Alternatively, please provide a letter from your investment provider confirming the name of the firm that gave you the advice.
Transaction history
This should show the amounts and dates of all investments and withdrawals including charges applied.
We'll need
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the investment was made and refer to the specific investment. Alternatively, please provide a letter from your investment provider confirming the name of the firm that gave you the advice.
Proof the shares you bought
This should show the name of the shares, number purchased, date and amount paid (e.g. contract note, bank statement).
Types
If your type of mortgage advice claim isn't in the bulleted list below (equity release, re-mortgage for debt consolidation, a PEP, ISA or pension mortgage, re-mortgage to invest or buy overseas property, or a re-mortgage or mortgage change for any other reason) scroll down to find what paperwork we'll need.
- Mortgage to buy a new property
- Purchase under the Right to Buy Scheme
- Any other mortgage not covered
- For other types, see the sections below.
We'll need
Completion Statement
This should show the date your mortgage completed and include details of the mortgage. If you do not have this statement it can be obtained from the Solicitor who arranged your mortgage.
Mortgage Application Form
This should be a copy of the original application from the time of advice.
Mortgage Offer Document
This should show the details of the mortgage - e.g. start date, rates applied, amount borrowed and term.
Proof the Firm gave you advice
This should show the Firm's name, be dated at the time the advice was given or the mortgage started and refer to the specific mortgage and to any additional products on which the Firm advised. Alternatively, please provide a letter from your mortgage provider confirming the name of the firm that gave you the advice.
We'll need
Completion Statement
This should show the date your mortgage completed and include details of the mortgage. If you do not have this statement it can be obtained from the Solicitor who arranged your mortgage.
Mortgage Application Form
This should be a copy of the original application from the time of advice.
Mortgage Offer Document or Terms of Condition of Equity Release Plan
This should show the details of the mortgage - e.g. start date, rates applied, the amount borrowed and term.
Proof the Firm gave you advice
This should show the Firm's name, be dated at the time the advice was given or the mortgage started and refer to the specific mortgage and to any additional products on which the Firm advised. Alternatively, please provide a letter from your mortgage provider confirming the name of the firm that gave you the advice.
We'll need
Completion Statement
This should show the date your mortgage completed and include details of the mortgage. If you do not have this statement it can be obtained from the Solicitor who arranged your mortgage.
Mortgage Application Form
This should be a copy of the original application from the time of advice.
Mortgage Offer Document
This should show the details of the mortgage - e.g. start date, rates applied, amount borrowed and term.
Proof the Firm gave you advice
This should show the Firm's name, be dated at the time the advice was given or the mortgage started and refer to the specific mortgage and to any additional products on which the Firm advised. Alternatively, please provide a letter from your mortgage provider confirming the name of the firm that gave you the advice.
Redemption statement of previous mortgage
This should show the details of the previous mortgage including any amounts you had to pay in order to redeem the mortgage.
We'll need
Completion Statement
This should show the date your mortgage completed and include details of the mortgage. If you do not have this statement it can be obtained from the Solicitor who arranged your mortgage.
Mortgage Application Form
This should be a copy of the original application from the time of advice.
Mortgage Offer Document
This should show the details of the mortgage - e.g. start date, rates applied, amount borrowed and term.
Confirmation of any missed payments
This must be a letter from your investment provider confirming the date of any missed payments.
Illustration
This should show the information you were given about this investment or pension at the time of advice.
Investment or Pension Policy Schedule
This should show the policy details such as investment amounts, start date and term.
PEP/ISA/Pension current value or actual amount received at maturity or early surrender
If you are still paying, the value should be dated within the last month. Otherwise, we need the surrender or maturity date and value.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the mortgage started and refer to the specific mortgage. Alternatively, the mortgage lender could confirm in writing to who commission was paid.
We'll need
Completion Statement
This should show the date your mortgage completed and include details of the mortgage. If you do not have this statement it can be obtained from the Solicitor who arranged your mortgage.
Mortgage Application Form
This should be a copy of the original application from the time of advice.
Mortgage Offer Document
This should show the details of the mortgage - e.g. start date, rates applied, the amount borrowed and term.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the mortgage started and refer to the specific mortgage. Alternatively, the mortgage lender could confirm in writing to who commission was paid.
Investment/Property Transaction history
This should show the original amount and date invested, any further amounts invested and any withdrawals made.
Redemption statement of previous mortgage
This should show the details of the previous mortgage including any amounts you had to pay in order to redeem the mortgage.
We'll need
Completion Statement
This should show the date your mortgage completed and include details of the mortgage. If you do not have this statement it can be obtained from the Solicitor who arranged your mortgage.
Mortgage Application Form
This should be a copy of the original application from the time of advice.
Mortgage Offer Document
This should show the details of the mortgage - e.g. start date, rates applied, the amount borrowed and term.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the mortgage started and refer to the specific mortgage. Alternatively, the mortgage lender could confirm in writing to who commission was paid.
Redemption statement of previous mortgage
This should show the details of the previous mortgage including any amounts you had to pay in order to redeem the mortgage.
We'll need
Proof the Firm gave you advice
This should show the Firm's name, be dated at the time the advice was given or the endowment was made and refer to the specific endowment policy.
Policy Schedule
This should show the policy details such as premium amounts, start date, term.
Original Illustration
This should show the information you were given about this policy at the time you received the advice.
Endowment current surrender value or actual amount received at maturity or early surrender
If you are still paying, the value should be dated within the last month. If the policy has matured or you have already surrendered it, the value should be from that date.
Confirmation of any missed payments
This must be a letter from your endowment provider confirming the date of any missed payments.
Confirmation of date you first received a letter from your endowment provider confirming that the policy was likely to have a shortfall - often referred to as a "red letter"
This must be a letter from your endowment provider confirming the date that they sent you the first of these letters. The actual "red letter" is not sufficient.
We'll need
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given and refer to the specific pension recommendation made. Alternatively, please provide a letter from your pension provider confirming the name of the firm that gave you the advice.
Transaction history
This should show the amounts and dates of all contributions and withdrawals from your pension including any charges applied. It should also detail all the investments or investment funds purchased since the pension was set up.
We'll need
Policy Document
This should show the details of the PPI policy. You can get this from your PPI provider.
Proof of premium(s) paid
This must be a letter from your insurance or loan provider confirming the dates of all payments made or missed.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the insurance was bought and refer to the specific policy. Alternatively, please provide a letter from your PPI policy provider confirming the name of the firm that gave you the advice.
We'll need
Investment current value or actual amount received from investment
If you are still paying, the value should be dated within the last month. Otherwise, we need the surrender or maturity value.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the investment was made and refer to the specific investment. Alternatively, please provide a letter from your investment provider confirming the name of the firm that gave you the advice.
Transaction history
This should show the amounts and dates of all investments and withdrawals including charges applied.
We'll need
Current value or money received from the policy at maturity
This will be the value of the policy dated within the last month or the date and value of the policy at maturity.
Proof the Firm gave you the advice
This should show the Firm's name, be dated at the time the advice was given or the policy started and refer to the specific whole of life policy. Alternatively, please provide a letter from your policy provider confirming the name of the firm that gave you the advice.
Transaction history
This should show the amounts and dates of all payments.
Contacting your provider
We understand you may not have some of the documents needed to support and prove your claim. Many of these documents will be available from your product provider(s). They are obliged to release this information for you.
To help you get the documents you need to support and prove your claim, here are letter templates you can complete and send to your provider.
Mortgage Advice (pdf 0.1MB)
Investment (pdf 0.1MB)
General Insurance (pdf 0.1MB)
Mortgage Endowment (pdf 0.1MB)
Pension (pdf 0.1MB)
How to complete the templates
- Print the letter template. You can print several copies if you need to contact several providers.
- Enter the reference number and product name if applicable.
- Enter your name and address.
- Sign and date the letter in the space provided.
- Send the completed letter to your mortgage lender or product provider.
- When your provider returns the requested documents, scan and upload them by logging in here and clicking the "Supporting Evidence tab".
For more details on how to send us the documents, visit the Sending us documents page.
What happens after you've submitted your claim?
- We'll review your claim as soon as we can and will be in touch when we have an update, or if we need any more information. This can take a while so please bear with us.
- You can check the status of your claim at any point by logging into your account.
- You can also return to your claim to download and print a summary of your claim and upload additional documents. Simply log in to your account.