When a company refuses to disclose financial information due to “company policy”, it can feel frustrating and confusing — particularly where the information relates to an estate, insurance policy, or inheritance matter. Many people are left unsure whether the refusal is legitimate, who is actually entitled to the information, and what steps can be taken to obtain clarity.
This guidance explains the position in plain English under UK law and outlines practical steps to help you move forward calmly and appropriately.
Understanding the issue or context
In estate and inheritance matters, it is common for third parties such as insurers, banks, or pension providers to restrict disclosure of information. These organisations are usually bound by confidentiality and data protection obligations.
However, this does not mean the information is inaccessible. In most cases, disclosure is limited to the legal personal representative of the estate, such as the executor or administrator. If you are not that person, the company may lawfully refuse to deal with you directly.
This can be particularly difficult where communication within the family is strained or where the administrator is slow to provide information.
The legal rules or framework
Under UK law, companies holding financial assets of a deceased person are generally only authorised to disclose details to:
- The executor named in the will, or
- The administrator appointed where there is no will
This is because the executor or administrator has the legal authority to collect information, value the estate, and distribute assets.
Beneficiaries do not usually have a direct right to demand information from third-party companies. Instead, their rights are exercised through the estate administration process.
If an administrator refuses to share information without good reason, this may raise concerns about whether they are properly carrying out their duties.
Practical steps to take
If a company says it cannot disclose the policy amount to you, the most effective step is usually to approach the estate administrator directly.
First, make a formal written request to the administrator. This should be clear, polite, and factual. Ask them to confirm:
- The existence of the policy
- The policy value
- Whether it forms part of the estate
Explain that you are seeking clarity, not confrontation.
Second, keep a written record of all correspondence. This helps establish a paper trail if the matter later needs to be escalated.
Third, if the administrator does not respond or refuses without explanation, legal advice can help you understand whether further steps are available. In some cases, solicitors can write formally on your behalf or advise on court applications relating to estate administration.
Common pitfalls to avoid
A common mistake is repeatedly contacting the company holding the policy. If they are legally unable to disclose the information, this will not resolve the issue.
Another pitfall is making informal or emotional requests to the administrator. A calm, written approach is more effective and protects your position.
It is also important not to assume wrongdoing too quickly. Delays can arise from administrative complexity rather than bad faith, but clarity is still important.
Frequently Asked Questions
Why won’t the company tell me the policy amount?
They are usually restricted to dealing only with the estate’s legal representative.
Who is entitled to request the information?
The executor or administrator of the estate.
Can I force the company to disclose it to me?
Generally no, unless you have legal authority over the estate.
What if the administrator refuses to share information?
Legal advice can help assess whether they are failing in their duties.
Should my request be in writing?
Yes. Written requests create clarity and evidence.
Do I need a solicitor?
Fixed-fee advice can help you understand your options and next steps.
Conclusion
If you’d like to understand your rights and options in plain English, visit LegalGuidance.org — a free resource powered by Martin Taggart Legal Consulting.
For professional, fixed-fee advice from a UK solicitor, visit MartinTaggart.com.
This information is general guidance only and not legal advice. For personalised support, please contact Martin Taggart Legal Consulting.