Life insurance claims with BMO Insurance: Here’s what you need to know

What happens when it's time to make a claim on a life insurance policy?

How complicated is the process, and what are the steps? We spoke with our Claims Director, Cheryl Muschette, to get some pointers.

In general, insurance companies ask for the same basic information – policy number, the name of the insured, and a copy of the death certificate. Furthermore, insurance companies are obliged to adhere to the wishes of the policyholder, as specified by the beneficiary designation in their insurance contract.

Common pitfalls and how to avoid them

“We find that often, people get the policy number wrong,” she says. “About 20% of the time, people will call and say something like ‘I know my husband had insurance here, but I don’t have the policy.’” In those cases, Muschette says her team needs information like policyholder’s address and date of birth, along with proof of identify from the person calling, and the team will be able to help.

Tip: If you do not know which insurance company was involved, the OmbudService for Life and Health Insurance (OLHI) may be able to conduct a search.

What can be more complicated, Muschette notes, is that loved ones may not have accurate information about the policy’s beneficiar(ies). They may assume they are the beneficiary when they are not, she says, they may be unaware that the policyholder has identified other beneficiaries, or may not understand how the death benefit is allocated to various beneficiaries. This can be particularly tricky with blended families. The solution is to make sure all people involved are aware of the insurance policy – and that they are beneficiaries. This is key, as it could help reduce the risk of a death benefit going uncollected. In most provinces,⁴ the insurance company cannot disclose beneficiaries or reach out to inform them that a benefit is available, and it is possible for a death benefit to go uncollected.

Navigating the claims process

Finally, Muschette notes there can be delays if the insured person died outside of Canada. When this happens, it becomes a foreign death claim, and the death certificate and supporting information must be obtained from the appropriate country.  Within Canada, the process is relatively straightforward: Death certificates are issued by the province or territory where the death occurred. You can get them from a funeral home or contact the appropriate office in your province to request one. If the death occurred abroad, you will need to contact local authorities for the documentation.

Muschette says her team strives to respond promptly to all claims, and to pay claims within two weeks of receiving completed forms – with completed being the key word. “We need this information to move forward,” she says, “so the more thorough and detailed information provided, the more quickly we can deliver, which is always our goal.”

If you have questions about the claims process, we encourage you to contact your advisor or reach out to us. Our easy and straightforward process is designed to help take the worry out of filing a claim.

Helpful Resources

We’re proud of our track record

Read highlights of our life insurance claims paying experience and financial strength or learn about our experience with critical illness insurance claims.

Delivering a death benefit is significant

Kara Westlake, a member of the BMO Insurance sales team, began her career as an advisor. Listen to her discuss the profound impact delivering a claim can have.

¹ Source: 2023 Canadian Insurance Barometer Study, published by LIMRA and Life Happens.

² Canadian Life & Health Insurance Association Facts, 2023 edition.

³ BMO Insurance paid 99.9% of life insurance claims submitted between January 1, 2019 and December 31, 2023. Excludes critical illness and disability insurance.

⁴ In Quebec, an amendment to the Insurers Act called Bill 30 has been proposed. If enacted, it will require insurers in Quebec to proactively inform beneficiaries who have not claimed the death benefit that is due to them.