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Our approach to paying claims

When your client makes a claim, we know they’re going through a difficult time. They may have lost a loved one, received a life-changing diagnosis, or are unable to work due to sickness or injury.

Supporting your client is as important as the money we pay. That’s why we make our claims process simple.

 
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Dedicated claims assessors

Having a single point of contact is important. So, when your client comes to make a claim, they’ll be assigned a dedicated claims assessor. They’ll be with your client from start to end, keeping them updated at every stage.

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Flexible approach

We have a tele-claims process, meaning we’ll discuss and understand the individual nature of the claim and offer immediate support.

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Claims escalation forum

Some claims aren’t straightforward – a claim might not meet the policy definitions, or we need to review information given on the application form.

To ensure a fair outcome, our Claims Escalation Forum reviews these cases. A decision on whether we are able or unable to pay a claim will be made. In some cases, we may offer an alternative outcome - such as a partial payment.

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Support for your client, at every stage

Our claims assessors are trained to recognise if your clients need further support. They’ll remind your client of the emotional and practical services they can access as part of their policy. This could include our counselling service, second opinion service, or features that form part of their cover – like rehab support offered through our Income Protection.

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PDG claims charter

In 2020 we signed onto the PDG claims charter. It’s an initiative that seeks to set common standards in the industry, and deliver positive claims experiences.

We follow its guidelines, meaning you can rest assured in recommending us – we’ll support your client when it matters most.

Contact Phone

Let's talk

0800 085 0250

9am - 5.30pm Mon-Fri

TextDirect: first dial 18001. We will record or monitor calls for training and auditing.