Claims experience

We know that before choosing a protection provider, you want to know about its claims payment history.  We want to pay claims, and by sharing our data, we can help you understand the cover you’re buying, the importance of giving us accurate information(Opens new window), and when we’ll pay.

Life protection claims

In 2015, we paid out over 98% of life claims. We declined 1.4% due to 'misrepresentation' and less than 0.3% because the definition wasn’t met (the suicide exclusion applied).

Cancer was the most common cause of death that led to a claim, and the average age of a claimant was 59.

This chart shows the main reasons for life protection claims made in 2015.

  • Cancer (44%)
  • Cardiovascular (20%)
  • Respiratory (5%)
  • Accident (4.5%)
  • Suicide (4.4%)
  • Cerebrovascular (4%)
  • Other (18.1%)

We also paid 97% of all terminal illness claims. Terminal illness benefit forms part of the Aegon life protection contract and pays the life benefit early for people diagnosed with an illness which will reduce their life expectancy to less than 12 months. We assess these claims separately from life protection claims.

You can read more in our Life protection claims paid(Opens new window) factsheet

Critical illness claims

In 2015, we paid 97% of critical illness (CI) protection claims. We declined 0.5% due to 'misrepresentation' and 2.5% because the definition wasn’t met.

Cancer was the most common cause for a claim and the average age of a claimant was 48.

This chart shows the main reasons for CI protection claims made in 2015.

Critical illness claims chart
  • Cancer (65%)
  • Heart Attack (11.5%)
  • Stroke (5.5%)
  • Children's critical illness protection (2%)
  • Multiple sclerosis (3%)
  • Benign brain tumour (2%)
  • Other (11%)

You can read more in our Critical illness protection claims paid (Opens new window)factsheet.

Income protection claims

We paid out 85% of income protection (IP) claims in 2015. We declined 5% due to 'misrepresentation' and 10% because the definition wasn’t met.

Cancer was the most common cause for a claim and the average age of a claimant was 47.

This chart shows the main reasons for IP claims made in 2015.

Income protection claims chart
  • Cancer (24%)
  • Musculoskeletal (6%)
  • Mental Health (29%)
  • Cerebrovascular (12%)
  • Other (29%)

You can read more in our Income protection claims paid(Opens new window) factsheet.

Supporting you during difficult times

If you find yourself having to make a claim(Opens new window)(Opens new window), our experienced team of claims assessors can deal with your claim sensitively and support you when you need it most. We offer a tele-claims service(Opens new window)(Opens new window), where a claims assessor collects information over the phone and completes the claims form for you.

Avoiding misrepresentation

We always look to pay claims, and have been working hard to reduce incidents of misrepresentation(Opens new window)(Opens new window) to give our customers the best possible claims experience.  The best way to avoid misrepresentation is to take a few extra minutes making sure you’ve completed your application form fully and completely, and that you’ve answered all questions accurately. This will also help to make sure we can pay any future claims.