Our claims experience

We know the claims payment history of a protection provider is important to our customers. That's why we share our claims payment information - to help you understand the cover you’re getting and when we'll pay claims.

In 2022, we paid over £165 million in claims, helping 1,753 families and businesses.

Supporting you during difficult times

If you need to make a claim, our team of experienced claims assessors will handle your claim with sensitivity and support you through the process.

Our tele-claims service makes the claims process even easier. An assessor will complete the claim form with you over the phone, removing the hassle of completing paper forms.

More than just financial support

All our protection policies provide you, and your immediate family, with access to Policy Plus - our range of support services. These are included at no extra cost, to provide support and guidance when you need it most.

Any information you share with our Policy Plus partners, won’t affect your protection policy, or be considered if you make a claim. The Financial Conduct Authority doesn’t regulate the third-party organisations that provide our Policy Plus services. They aren’t part of our terms and conditions and can be withdrawn at any time.

Protection policies have no cash-in value at any time. Your protection will stop if you stop paying your premiums.

In 2022 we paid 95% of life protection claims. Over the past three years, we've paid, on average, 95%.

We were unable to pay less than 1% of claims in 2022 because our suicide exclusion is applied during the first 12 months of the policy. We were unable to pay more than 4% due to misrepresentation - 35% of these were because customers hadn't been completely honest about their alcohol usage either at the time of application or in the past. When it comes to insurance applications, you can drink higher levels than the NHS recommended amounts before it will affect the cost of your policy, so it's always best to be completely honest on your application.

Cancer continues to be the most common reason to claim, accounting for 36% of claims. The average age of an insured person at the time of claim was 64 years old.

Terminal illness benefit is a feature on life protection policies to help make the last few months of a terminally ill customer's life easier. It's an early claim payment on a life protection policy, giving customers the opportunity to get their finances in order before they die.

We'll pay a terminal illness claim when both your consultant and our Chief Medical Officer, before the policy ends, agree that your life expectancy is less than 12 months.

In 2022, we received 18% of life protection claims as terminal illness claims, paying 95% of them. Over the past three years, we've paid, on average, 93%.

We were unable to pay less than 1% of claims in 2022 due to misrepresentation and more than 4% because the insured person didn't meet the definition.

Cancer was the reason for 95% of terminal illness claims in 2022.

We'll pay a critical illness claim when you're diagnosed with an illness or condition that meets one of our critical illness definitions.

In 2022 we paid 93% of critical illness claims. Over the past three years, we've paid, on average, 93%.

We were unable to pay 2% of claims in 2022 due to misrepresentation and 5% because the insured person didn't meet the definition.

Cancer, heart attack and stroke continue to be the most common reasons for a critical illness claim. The average age of an insured person at the time of claim was 52 years old.

With income protection, we'll pay you a monthly income while you're unable to work due to illness or accident.

In 2022, we paid 91% of income protection claims. Over the past three years, we've paid, on average, 91%.

We were unable to pay more than 4% of claims in 2022 due to misrepresentation and more than 4% because the insured person didn’t meet the definition. We receive a very small number of income protection claims each year, which means a single decline can make a big difference to our figures.

The average age of an insured person at the time of claim was 50 years old. Cancer and mental health were the most common reasons for an income protection claim.

Once you’ve told us you need to make a claim, you can use our secure online form below to send us any information you have that may help us assess and pay your claim. Select the Protection (Insurance) then the I have a claims enquiry options.

Send us an online query

If you choose to contact us by email, it’s important to know that our email system and the way we deal with data internally is secure. However, we’re unable to ensure the security of emails before they reach us, so please consider this and do not include any personally sensitive, financial or banking information that hasn’t been appropriately secured.

If you’ve got a query about online journeys, get in touch with us.

Get in contact

Protection claims: +44 (0) 3456 00 04 93
General: +44 (0) 3456 00 14 02

Opening hours:

Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed

Call charges will vary.

Other contact options

Please use one of the following email addresses depending on your query type:

Claims: claims@aegon-service.co.uk

General enquiries: protect_support@aegon-service.co.uk

Emailing sensitive information: If you’re contacting us by email please remember not to send any personal, financial or banking information because email is not a secure method of communication.

Please use the 'Send us an online query' option above to send us any secure information.

Write to us

If you need to send us any forms or information by post, please write to us at:

Aegon Protection
Sunderland
SR43 4DJ

Practical support

We can offer different types of practical support and try where possible to centre this around your individual needs.

Support options could include:

Assistance filling out forms

Having a conversation in a way that suits you best

Talking you through processes or topics you might find difficult to understand

Providing communications in formats that suit your needs such as braille, large print or audio

With your authorisation, liaising with family members or carers to articulate instructions

Support topics

Making a claim