How to submit a claim, what documents you need, how long it takes, what happens if something goes wrong, and what to do when dealing with a loss abroad.
We understand this is one of the most difficult moments for any family. Our claims process is designed to be as straightforward as possible — you can submit entirely through the app or by email.
Contact us via the app or email support@mutuallifeafrica.com as soon as possible after the death. Do not wait until all documents are ready — notifying us early starts the process.
You will need an original certified death certificate, a post-mortem or coroner's report, and government-issued ID for both the deceased and the claimant. See the full documents list below.
Upload documents through the app claims section or email them to support@mutuallifeafrica.com. Make sure all documents are originals or certified copies — uncertified copies will not be accepted.
Once your claim is approved, the payout is made via bank transfer in the currency of the policy directly to the nominated beneficiary's account.
48-hour target: For Funeral Cover claims with complete documentation, we aim to process within 48 hours. Life Cover processing may take longer depending on complexity.
Incomplete documentation is the most common reason for delays. Having the right documents ready when you submit will ensure the fastest possible processing.
Note: If you are having difficulty obtaining any of these documents due to country-specific circumstances, contact support@mutuallifeafrica.com immediately. We provide case-by-case guidance for complex situations.
Processing time depends on the completeness of your documentation and the complexity of the claim.
The fastest way to get paid is to submit complete documentation the first time. Missing a single document resets the processing clock. If in doubt about what's needed, contact support before submitting.
For African expat families, death abroad is a common and complex situation. Whether your family member passed away in the UK, South Africa, Nigeria, or anywhere else — the claims process remains the same in principle, but obtaining the documentation can be more challenging.
The same documentation is required regardless of where the death occurred. However, we understand that navigating foreign government systems, obtaining certified documents in another language, and coordinating across time zones and borders can be overwhelming.
Dealing with a loss abroad? Contact us immediately and we'll guide you through every step.
Email supportIn some African countries and remote areas, obtaining an official government-issued death certificate can be extremely difficult — sometimes taking weeks or months, or being impossible in certain circumstances such as natural disasters, conflict zones, or failures in local administrative systems.
If you find yourself in this situation, do not wait. Contact support@mutuallifeafrica.com immediately and explain the specific circumstances. We handle these situations on a case-by-case basis and can advise on what alternative documentation may be acceptable, and what steps to take to move the process forward.
Important: Do not submit a claim without the required documents hoping we will accept incomplete submissions. Contact us first — we will guide you on the correct approach for your specific situation.
Claims can be declined for a number of reasons. Understanding these in advance helps you ensure your cover is valid and your family will be protected when they need it most.
The most preventable declines are caused by non-disclosure of pre-existing conditions and purchases made when someone is terminally ill. Always disclose fully at application — your policy's validity depends on it.
If your claim is declined or you disagree with a decision, you have the right to raise a dispute. Our process is fair and transparent.
Losing someone is one of the hardest things a family can go through. We want to make the financial side of that process as gentle and straightforward as possible.
When you contact us following a bereavement, you will always be met with care and empathy. Our team is trained to guide you through the claims process in a way that respects what you are going through — we will not rush you, and we will not burden you with unnecessary steps.
If you need help navigating the process, please reach out. You do not have to figure it out alone.
Our team is here to help. Reach us anytime at support@mutuallifeafrica.com or call +1 667 317 7991.
Contact usMutual Life Africa offers life and funeral cover to expats, locals, diasporas, and foreign nationals living and working in foreign countries and across Africa.
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