What is the claims process?

For protection policies only

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We know that the process of completing a claim can seem complicated. So we've produced a Life protection claims guide and Illness and disability claims guide to help explain the process and answer any questions you may have.

When you make a claim, we aim to:

  • allocate a claims assessor who will deal with your claim from start to finish;
  • provide a personalised, professional, supportive and sympathetic service, right from the start;
  • make sure all payments are made accurately and on time;
  • look for ways to help you get back into work, and
  • make sure you get the best and most appropriate support and treatment.


To make you feel as comfortable as possible, and help you submit a claim with the minimum amount of stress, a claims assessor will gather the key information we need from you over the phone. All our claims assessors have a deep understanding of medical conditions and how they relate to our insurance definitions.

How it works

Our claims assessor will contact you to arrange a convenient time to call back. They’ll also tell you what information you'll need to have to hand.

During the call, they'll gather all the information you'd normally submit on a claim form. This generally takes around 25 minutes for a critical illness or terminal illness claim and 45 minutes for all other benefits.

If you feel, at any time, unable to continue the call because you're tired or distressed, they can call you back another time.

Once the call is complete, we'll request medical information from your doctor and/or consultant.

With tele-claims, we'll:

  • make sure that you receive a compassionate and empathetic service;
  • provide a personalised experience;
  • manage your expectations at the start of the claims process;
  • make a faster decision from when you notify us of a claim, to a decision being made, and
  • ask for less medical evidence.