Introduction

Timely, precise outreach can unlock group life insurance, employer-sponsored benefits, and individual insurance proceeds after a death. Use these ready‑to‑copy call scripts, emails, and forms to: request plan documents from HR, open or check claim status with carriers, escalate delays to your state Department of Insurance (DOI), and authorize a helper to speak on a beneficiary’s behalf.

What this pack includes

• HR outreach: SPD/certificate request and benefits verification (call + email)

• Insurance carrier outreach: new claim/status inquiry (call + email)

• State DOI assistance/complaint: when and how to escalate (letter + call script)

• Beneficiary authorization template: allow a trusted person/organization to communicate with HR/carriers about a claim

• Recordkeeping checklist and best practices

Preparation checklist (collect before calling)

Use this single‑page checklist to reduce back‑and‑forth and speed approvals.

HR outreach: SPD/certificate request and benefits verification

Use these when the decedent had employer‑sponsored coverage (group life/AD&D or supplemental life).

HR call script: request SPD/Certificate and claim instructions

• You: “Hello, my name is [YOUR NAME]. I’m calling regarding [DECEDENT FULL NAME], who passed on [DATE]. I’m the [RELATIONSHIP/EXECUTOR]. Could you connect me with benefits/HR who handles life insurance and post‑employment benefits?”

• HR: [Transfer]

• You (to benefits): “I need the Summary Plan Description (SPD) and the Certificate of Insurance for any life or AD&D coverage in effect for [DECEDENT]. Please also confirm: insurer name, policy/plan number, coverage amounts, any supplemental/voluntary coverage, and how to submit a claim.”

• You: “If benefits terminated before death, please tell me the termination date and whether any conversion/portability rights applied.”

• You: “What documents do you require (death certificate, claim form, beneficiary statement) and where should we send them (email/portal/postal)?”

• Close: “Could you email the SPD/Certificate and written instructions to [EMAIL]? My callback is [PHONE]. What’s the expected response time?”

Pro tip: Ask for the plan’s effective/termination dates and the decedent’s final payroll deduction history to confirm coverage at death.

HR email template: SPD/Certificate + written confirmation

Subject: Request for SPD/Certificate and Life Insurance Claim Instructions – [DECEDENT NAME], [DOB] – [EMPLOYER]

Hello [HR/BENEFITS NAME],

I am the [RELATIONSHIP/EXECUTOR] for [DECEDENT FULL NAME] (DOB [DOB], DOD [DOD]). Please provide:

1) The Summary Plan Description (SPD) and the Certificate of Insurance for all employer‑sponsored life/AD&D coverage applicable to [DECEDENT]. 2) Written confirmation of: insurer name, policy/plan number(s), coverage amounts, eligibility status on [DOD], and any supplemental/voluntary coverage. 3) Claim submission instructions (forms/portal), required documents, and expected processing timelines. 4) If coverage ended pre‑death, the exact termination date and any conversion/portability options and deadlines.

Please send to: [YOUR EMAIL]. You can reach me at [YOUR PHONE].

Thank you, [YOUR NAME] [MAILING ADDRESS]

HR follow‑up and escalation notes

• If no response in 5–7 business days, resend with “Second Request” and call to obtain a case/ticket number.

• Request written denial/explanation if HR indicates no coverage or lapsed coverage. Keep payroll and enrollment records for audit.

Insurance carrier outreach: new claim or status inquiry

When you know the insurer, contact the carrier directly to open a claim or check status. Many carriers verify a match within a few business days once documents are received; for context on typical verification windows and process steps, see Sunset’s overview in Life insurance search.

Carrier call script: open a new claim

• You: “Hello, I’m calling to open a life insurance claim. The insured is [DECEDENT FULL NAME], DOD [DOD]. I’m the [BENEFICIARY/EXECUTOR].”

• Agent: [Identity verification]

• You: “Please provide the claim number, a secure upload link or mailing address, and list of required documents. Who is the assigned examiner and expected review timeline once you receive the death certificate and beneficiary statement?”

• You: “If there are multiple policies or riders (e.g., AD&D, waiver of premium), please include them in the claim.”

• Close: “Please email written instructions and the claim number to [EMAIL].”

Carrier call script: claim status

• You: “I’m calling about claim [CLAIM NUMBER] for [DECEDENT]. Documents were delivered on [DATE VIA METHOD]. What is the current status, any outstanding requirements, and the expected decision date?”

• You: “If additional documents are needed, please send the full list in writing to [EMAIL].”

Carrier email template: claim status and documentation request

Subject: Claim Status and Documentation Checklist – Policy/Plan [NUMBER] – [DECEDENT]

Hello Claims Team,

Regarding claim [CLAIM NUMBER] for [DECEDENT FULL NAME] (DOD [DOD]):

• Please confirm current status and any outstanding requirements.

• Provide the name and direct contact of the assigned examiner.

• Confirm whether any riders (AD&D/accelerated/waiver) apply.

• Share expected timeline to approval/benefit payment once complete.

Kindly reply in writing to [YOUR EMAIL].

Thank you, [YOUR NAME], [RELATIONSHIP] [PHONE]

State Department of Insurance (DOI): assistance/complaint

Use this when a carrier or group plan administrator is non‑responsive, requests unreasonable documentation, or delays payment without clear reasons. Each state DOI has a Consumer Services division that accepts assistance requests and formal complaints.

DOI letter/email template (consumer assistance or complaint)

Subject: Request for Consumer Assistance – Life Insurance Claim Delay – [INSURER NAME], Policy [NUMBER]

To the Consumer Services team:

I am seeking assistance regarding a life insurance claim for [DECEDENT FULL NAME] (DOD [DOD]) with [INSURER NAME], policy [NUMBER]. I am the [BENEFICIARY/EXECUTOR]. Key details:

• Claim number: [CLAIM NUMBER]

• Documents submitted: [LIST + DATES]

• Current status per insurer: [STATUS]

• Issue: [e.g., no response for X business days / repeated requests for already‑supplied items / unclear denial]

Requested relief:

• Written explanation of outstanding items and legal basis for any delay or denial

• Prompt review and resolution consistent with applicable insurance laws and fair claims practices

Attachments: death certificate, beneficiary statement, insurer correspondence, SPD/Certificate (if group coverage), proof of delivery.

Please confirm receipt and provide a case number. Thank you for your assistance.

Sincerely, [YOUR NAME] [ADDRESS] [EMAIL] | [PHONE]

DOI consumer services call script

• You: “I’d like to file a consumer assistance request about a delayed life insurance claim with [INSURER]. I’m the [BENEFICIARY/EXECUTOR] for [DECEDENT]. Can I provide details and submit documents via your portal or email?”

• Provide facts only (dates, documents sent, promises made). Request a written summary and case number.

What to attach to DOI

• Copies of all insurer communications, call logs, and timelines

• Proof of submission/delivery (portal receipts, certified mail)

• Plan documents (SPD/Certificate) if employer‑sponsored

Beneficiary authorization template (third‑party communications)

Use this to allow a trusted helper or organization to communicate with HR/insurers about claim status and required documents. This is NOT legal advice and does not assign benefits. Some organizations may require their own form; send this in advance to speed access.

Authorization to Communicate About Claim

I, [BENEFICIARY FULL NAME], authorize [AUTHORIZED PERSON/ORGANIZATION NAME] to communicate with [HR/PLAN ADMINISTRATOR/INSURER NAME] regarding life insurance or AD&D claims for [DECEDENT FULL NAME] (DOD [DOD]). This authorization permits disclosure of claim‑related information, outstanding requirements, and status updates, and permits [AUTHORIZED PERSON] to submit or receive claim correspondence on my behalf. It does not assign benefits or authorize changes to beneficiary designations.

• Beneficiary name: [NAME]

• Relationship to decedent: [RELATIONSHIP]

• Address/Phone/Email: [CONTACT]

• Authorized representative: [NAME/ORG]

• Scope: Claim communications and document exchange only

• Effective date: [DATE]; Expires: [DATE OR “until claim resolved”]

Signature: ____ Date: __

Optional: Estate representative/executor consent (if applicable) I, [EXECUTOR NAME], as executor/administrator, consent to the above authorization for claim communications.

Signature: ____ Date: __

Note: If you elect to use an automated service provider to act on the estate’s behalf, review their terms first. For reference on how a provider may be authorized, see Sunset’s Terms of Use and security commitments in Privacy Policy.

Recordkeeping, privacy, and timelines

• Keep a running log: date/time, agent name/ID, summary, promised next action, due dates.

• Store documents in a single folder with clear filenames (YYYY‑MM‑DD prefix).

• Request written status after every call. Written records speed DOI assistance if needed.

• Limit data sharing to necessary facts. See Sunset’s Privacy Policy and Electronic Communications Policy for examples of how reputable services handle data and e‑signatures.

How Sunset can help (optional, free)

If you prefer automation and guided follow‑through:

• Find and confirm policies, including group/employer plans and government/military programs, with Life insurance search. Many insurers verify a policy match within a few business days once documentation is submitted.

• Generate county‑specific probate documents and manage distributions with How it works. Sunset is SOC 2 Type II certified and always free to families; revenue comes from interest on estate accounts, not fees to heirs.

Quick copy block (for notes or portals)

“Beneficiary/Executor for [DECEDENT], DOD [DOD]. Requesting: SPD/Certificate (if group), claim number, written requirements, examiner contact, and expected timeline. Please reply to [EMAIL].”