Why is it important to give accurate information?

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Why are claims turned down?

It's an industry 'hot topic' that claims are turned down.  In our experience, the main reason why life claims are declined is material misrepresentation. So, you can see the importance of giving us full details of your medical history when you're applying for a policy.

For critical illness, the majority of claims we've turned down are because the illness doesn't meet the policy definition.  This sometimes happens because a policyholder hasn't realised what exactly they're covered for.

How can we help?

Our philosophy is to provide a professional and fair claims service by paying all valid claims on time. To do this, we need you to give us accurate information in your protection application, so you should:

  • check the application form is fully completed
  • make sure information such as weight, smoking, alcohol and family history is accurate - give as much detail as possible
  • not assume we’ll contact your GP
  • tell us about changes in circumstances before your policy starts
  • check application records

If you don’t give us the correct information, we may decline your claim in full or make only a partial payout. Our decision will depend on the seriousness of the information you didn’t disclose, and the impact it would have had on the original underwriting terms.

Use our pre-submission underwriting questionnaire

Our pre-submission underwriting questionnaire can help gather detailed information about you.  Your adviser can use this when calling our underwriting helpline - helping you get a more accurate pre-submission underwriting decision.

Case studies

We follow the ABI Treating Customers Fairly Code of Conduct that came into force in 2008. The following examples demonstrate how important it is to give accurate and complete information.

Case study 1

'I took out the policy as I had a child and elderly husband and was the main wage earner of the family.   I was diagnosed with breast cancer towards the end of 2011 and the claim was paid in March 2012.  It was a positive experience making a claim, as the staff at Aegon were extremely considerate and helpful.'

Case study 2

'I took this policy out in 2002 to provide financial stability for the family in the event of a critical illness. This cover provided us with the ability to change our lives in order to make recovery and life after cancer easier.  Aegon made the claim easy and added no further stress to a bad situation.'