Can someone help me deal with the insurer during a claim?
Yes. You can ask a family member, friend, adviser or professional to help you during a claim. Most insurers will speak to someone else on your behalf once you give permission, often called a third-party authority. The adviser or broker who arranged your policy may also be able to liaise with the insurer for you.
Giving permission
The insurer will explain how to authorise someone. It may be a simple form, a phone call or a written note. You can usually limit what they can discuss and withdraw permission at any time.
Power of attorney
If you are unable to make decisions yourself, someone with a lasting power of attorney for financial matters may be able to act for you. The insurer will ask to see the document.
Extra support
Many insurers have specialist teams for claimants who are seriously ill or bereaved. Tell them if you need information in a different format or would like a named contact.
This article is general information about UK protection insurance, not personalised financial advice. Policy terms vary between insurers and products, so always check your own policy documents.
Last updated 27 October 2026