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 2021, we paid over £139 million in claims, helping 1,693 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 2021 we paid 95% of life protection claims. Over the past three years, we've paid, on average, 96%.

We were unable to pay less than 0.5% of claims in 2021 because our suicide exclusion applied during the first 12 months of the policy. We were unable to pay more than 4% due to misrepresentation - 28% 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.

Cancer continues to be the most common reason to claim, accounting for 34% 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 and the impact coronavirus has had on our 2021 claims.

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 2021, we received 16% of life protection claims as terminal illness claims, paying 92% of them. Over the past three years, we've paid, on average, 93%.

We were unable to pay less than 0.5% of claims in 2021 due to misrepresentation and more than 7% because the insured person didn't meet the definition.

Cancer was the reason for 95% of terminal illness claims in 2021.

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 2021 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 2021 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 51 years old.

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 2021, we paid 90% of income protection claims. Over the past three years, we've paid, on average, 94%.

We were unable to pay 10% of claims in 2021 due to misrepresentation. 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 48 years old. Cancer and mental health 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 not being able to pay 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 service, we'll send you a copy of the answers. You should check these carefully to make sure you've given us complete and accurate information. This can help reduce the risk of us being unable to pay a future claim or having to cancel your policy due to having received incomplete and/or inaccurate information. You should then complete, sign and return the Confirmation form to us, telling us of any required changes, or to confirm that the information your adviser has provided is correct.