Individual protection claims report 2019

As an insurer, we know how important it is to always be there for our customers, providing some clarity and empathy in times of uncertainty. We’re constantly challenging ourselves to provide better support and claims journeys.

Paying out more claims than ever

Last year we paid out almost £982m to more than 26,500 customers. We’re proud of all the claims we’ve been able to pay to those who need it most, but it’s not just about the money for us. Some of our proudest moments relate to the care we’ve been able to help provide, from a simplified life insurance claim process that requires only one phone call to notify us of a death, to fast-tracking children’s cancer diagnosis claims.

Caring for all the family

Last year we launched Project Teddy for our children’s benefit customers. We understand that a child’s illness or injury affects the whole family – parents may need to take time off work; relatives might need to help care for other family members and other siblings’ worlds are turned upside down. Project Teddy is about doing the little things that make a big difference when they’re most needed.

Our claims team helped our income protection customers get back to work through our early intervention and rehabilitation program. This could be something as simple as regular phone calls, seeing how treatment is going and helping our customers consider how they can go back to work with a phased return to work plan.

Talking about the need for protection products may not be an easy conversation to have, but now, more than ever, we need to make sure that should anything happen, your clients and their families are protected. 

You can find out more about this, real-life customer stories and our other claims related information in our Claims Report.