How to Make a Claim

Group Income Protection

Here’s everything you need to know to make a Group Income Protection claim.

Early Intervention Service

What forms do I need to send?

Please send us the following documentation:

  1. Claim Form (click to download) - please make sure to send us both the employer and member section of this form at the same time. We’re unable to assess the claim until both sections have been completed and returned.
  2. Medical Evidence - we encourage you and the employee to send us supporting medical evidence to help us assess the claim. This helps us reach a decision more quickly.

Medical evidence could include:

  • Hospital discharge letters
  • Letters from treating doctors or specialists
  • Test results
  • Correspondence from their GP
  • Occupational health reports
  • GP fit notes (or Statement of Fitness for Work)

Don’t worry if you don’t have any medical evidence. We can still assess the claim without this information, but it may take us longer if we need to request medical evidence during the claim assessment.

An income protection claim becomes payable when an employee meets the policy’s definition of incapacity’ for a set period of time. This set period of time is known as the ‘deferred period’ and can be found on your policy particulars, along with the ‘definition of incapacity’.

Please submit your claim eight weeks before the end of your policy’s deferred period.

If you use the Early Intervention Service, the early intervention team will let you know when it’s time to submit a claim.

You should send us all required documents no later than six months after the end of the deferred period. We may not be able to accept claims submitted after this time. We are unable to pay the claim while the employee’s salary continues to be paid.

Once completed, please send both signed sections of the claim form along with supporting medical evidence to our claims management team:



IP Claims Management Services
Canada Life Ltd
3 Rivergate
Temple Quay

As soon as we have all the required documents, we’ll start our assessment of the claim. Our claims team will call you to discuss the claim and help make the process as simple as possible.

If we can’t make a decision based on the medical evidence provided, a claims management consultant will contact you for more information. If we need more information from the employee, an in-house nurse may also call them to discuss their illness or injury. In some cases, we may also need to request medical evidence from the employee’s treating doctors or specialists. The claims team will keep you updated throughout this process.

As soon as we have made a decision, a claims management consultant will let you and the employee know. Where a claim is declined, we will always write to both you and the employee with a full explanation of our decision.

If we believe rehabilitation is suitable following review, our rehabilitation team will clearly set out how to support the employee’s return to work. They will also draft a phased return to work plan where appropriate, to help support the employee back into the workplace.

Any questions?

If you need any more information, please contact our claims management team and they’ll be happy to help:

T: 0117 916 44 69
F: 0170 767 1100

This website is for UK professional advisers only and is not approved for use by private customers.

Canada Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Canada Life International Limited and CLI Institutional Limited are Isle of Man registered companies authorised and regulated by the Isle of Man Financial Services Authority.

Canada Life International Assurance (Ireland) DAC is authorised and regulated by the Central Bank of Ireland.

Stonehaven UK Limited and MGM Advantage Life Limited, trading as Canada Life, are subsidiaries of The Canada Life Group (U.K.) Limited. Stonehaven UK Ltd is authorised and regulated by the Financial Conduct Authority. MGM Advantage Life Limited is authorised and regulated by the Financial Conduct Authority.