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Adviser Centre


We understand that this is the moment of truth for our customers and the opportunity for us to stand behind the promises we make to pay valid claims.

We understand that this is a period of increased anxiety and stress for our clients and their families and so we promise:

  • Claims will be handled fairly.
  • Claimants will be treated sensitively.
  • Claims will be settled promptly.


In 2016 we paid over £606 million in claim payments to 12,000 of our customers.

That’s £64 million more than we paid out in 2015.

In fact we’ve paid out £2.6 billion in protection claims over the past five years to over 58,000 of our customers during a difficult time in their lives.

IN 2016 WE PAID:

  • 98.6% of life claims paid out - £316.5 million
  • 92.56% of critical illness claims - £181 million
  • 94.2% of children’s critical illness claims - £1.8 million
  • 95.9% of terminal illness claims - £107 million
  • 94.4% of income protection claims - £1.2 million

Support for you

Our claims page has a range of marketing materials that you can use in discussion with your clients and where you’ll also be able to find out more in-depth claims figures for each product. 


We want to share with you some of the real-life experiences of our protection customers; so we arranged to meet and film some claimants to hear their personal stories.

Please view their stories


For Critical Illness claims: 0800 068 0789

For Income Protection (IPB), Mortgage Payment Insurance (MPI) and Waiver of Premium claims: 0800 027 9830

For Life Cover and Terminal Illness Cover claims: 0800 137 101  

Monday to Friday 9.00am to 5.30pm.  

We may record and monitor calls. Call charges may vary.


If you have any feedback on our Underwriting and Claims pages, whether it is something you cannot find or something that is missing then please contact us.

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