Claims experience

We know that before choosing a protection provider, you’ll want to know more about its claims payment history. That's why we share our claims payment information - to help you understand the cover you’re getting, the importance of giving us accurate information and when we'll pay claims.

In 2019, we paid a total of £148.1 million in claims, helping 1,543 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(Opens new window) 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. Find out more.

In 2019 we paid 96% of life protection claims. Over the past three years, we've paid, on average, 97%.

We declined 3.5% due to misrepresentation - around a third (31%) of these were because customers hadn't been completely honest about their alcohol usage. 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. Read our Spotlight on alcohol to find out more.

We declined 0.5% because the definition wasn't met due to us not covering suicide in the first 12 months of the policy.

Cancer continues to be the most common reason to claim, accounting for 43% of claims. The average age of an insured person at the time of claim was 63 years old.

Read our Spotlight on life protection claims for more information, including case studies.

Terminal illness benefit is a feature on life protection policies to help make the last few month's 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 2019, we received 23% of life protection claims as terminal illness claims, paying 93% of them. Over the past three years, we've paid, on average, 94%.

Cancer was the reason for 96% of terminal illness claims in 2019.

Read our Spotlight on terminal illness claims for more information, including case studies.

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 2019 we paid 94% of critical illness claims. Over the past three years, we've paid, on average, 94%.

We declined 1.7% of claims in 2019 due to misrepresentation and 4.3% 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.

Read our Spotlight on critical illness claims for more information, including case studies.

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

In 2019, we paid 100% of income protection claims. Over the past three years, we've paid, on average, 96%.

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

Read our Spotlight on income protection claims for more information, including case studies.

Avoiding misrepresentation

Misrepresentation is our biggest reason for declining claims. This is where we find out that you didn't give us full and honest information when you applied for insurance with us. This is why it's important that you take the time to make sure your application is complete and you've answered all of the questions accurately and honestly.

If your adviser submits your application using our online services, we'll send you a copy of the answers. You should check these carefully and and return the Confirmation form - telling us of any required changes, or to confirm that the information your adviser has provided is correct. Remember to sign the Confirmation form before you send it back to us.