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I really wish I didn’t have to make this claim, but I am so glad we chose Legal & General as you have been fantastic.

 

Legal & General customer

 

Our claims payment record.

We're in the business of paying claims  

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

Handled with care

We’re proud of our claims payment record. During difficult times we’ve been able to help offer our customers some financial security. Not only that, with an average claims customer ease score rated 96% in 2016, our specialist claims handlers treat each individual customer with care and compassion, supporting them every step through the claims process.

USEFUL TIPS TO AVOID MISREPRESENTATION 

Here are some useful tips to help you and your clients prevent misrepresentation and help to ensure future claims are paid. Click here to download Working Together to Avoid Misrepresentation (Q43463) pdf (1.17MB).

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2016 Claims Infographic

2016 Children's Critical Illness Claims Infographic

2016 Claims Quick Stats:
Life Cover

2016 Claims Quick Stats:
Income Protection

2016 Claims Quick Stats:
Critical Illness & Terminal Illness

 

 

 

OUR CLAIMS PAYMENT RECORD

2015

In 2015 we paid £542 million in claim payments to 10,964 of our customers.

That’s £22 million more than we paid out in 2014 and an average of £1.5 million paid out to our customers every single day.

In fact we’ve paid out £2.5 billion in protection claims over the past 5 years to over 46,000 of our customers during a difficult time in their lives.

In 2015 we paid:

  • 97.9% of life claims paid out - £277 million
  • 91.5% of critical illness claims - £167 million
  • 96.4% of children’s critical illness claims - £1.9 million
  • 95.1% of terminal illness claims - £94 million
  • 95% of income protection claims - £1.3 million

2014

LIFE

Life claims paid - 5,760 claims totalling £271 million
Claims declined (overall) - 1.7%

Breakdown of Life claims finalised:

Term Assurance policies - 96.7% paid / 3.3% declined
Whole of Life policies - 99.9% paid / 0.1% declined
Endowment / Unit Linked polices - 100%


CRITICAL ILLNESS COVER

Critical illness claims paid - 2,575 claims totalling £161 million
Claims declined (overall) - 7.8% claims declined 
Claims declined (for misrepresentation) - 2.3%
Claims declined (for not meeting policy definition) - 5.5% 

TERMINAL ILLNESS

Terminal illness claims paid - 888 claims totalling £86 million
Claims declined (overall) - 3.1%

INCOME PROTECTION BENEFIT PLAN

Income protection claims paid - 413 claims totalling £1.46 million
Claims declined (overall) - 6.1%

Source: Legal & General Claims Department 2015, based on critical illness, terminal illness and life claims finalised in 2014.

2013

LIFE

Death claims paid - 5,448 claims totalling £262 million
Claims declined (overall) - 1.8%

Breakdown of Life claims finalised:

Term Assurance policies - 96.9% paid / 3.1% declined
Whole of Life policies - 99.5% paid / 0.5% declined
Endowment / Unit Linked polices - 100%

CRITICAL ILLNESS COVER *

Critical illness claims paid - 2,504 claims totalling £153 million
Claims declined (overall) - 7.7% claims declined 
Claims declined (for misrepresentation) - 2.5%
Claims declined (for not meeting policy definition) - 5.2% 

TERMINAL ILLNESS *

Terminal illness claims paid - 923 claims totalling £89 million
Claims declined (overall) - 4.3%

INCOME PROTECTION BENEFIT PLAN

Income protection claims paid - 449 claims totalling £1.41 million
Claims declined (overall) - 5.2%

 

Source: Legal & General Claims Department 2014, based on critical illness, terminal illness and life claims finalised in 2013.

*This year, in line with ABI guidelines, we have broken down our claims data. Critical illness claims statistics previously included terminal illness claims. These have now been excluded and reported separately.

2012

LIFE

Death claims paid - 5,415 claims totalling £274million
Claims declined (overall) - 2.4%

CRITICAL ILLNESS COVER

Critical illness claims paid - 3,080 claims totalling £209million
Claims declined (overall) - 6.9%
Claims declined (for misrepresentation) - 2.3%
Claims declined (for not meeting policy definition) - 4.6%

INCOME PROTECTION BENEFIT PLAN

Income protection claims paid - 350 claims totalling £1.3million
Claims declined (overall) - 9%

Source: Legal & General Claims Department

2011

LIFE

Death claims paid - 5,415 claims totalling £264million
Claims declined (overall) - 2.2%

CRITICAL ILLNESS COVER

Critical illness claims paid - 2,784 claims totalling £177million
Claims declined (overall) - 6.8%
Claims declined (for misrepresentation) - 2.6%
Claims declined (for not meeting policy definition) - 4.2%

Source: Legal & General Claims Department

2010

LIFE

Death claims paid - 4,699 claims totalling £226million
Claims declined (overall) - 2.2%

CRITICAL ILLNESS COVER

Critical illness claims paid -  2,515 claims totalling £147million
Claims declined (overall) - 8.2%
Claims declined (for misrepresentation) - 2.8%
Claims declined (for not meeting policy definition) - 5.4%

Source: Legal & General Claims Department

2009

LIFE

Death claims paid - 4,472 claims totalling £217million
Claims declined (overall) - 1.8%

CRITICAL ILLNESS COVER

Critical illness claims paid - 2,149 claims totalling £152million
Claims declined (overall) - 6.4%
Claims declined (for misrepresentation) - 1.8%
Claims declined (for not meeting policy definition) - 4.6%

Source: Legal & General Claims Department

2008

LIFE

Death claims paid - 4,838 claims totalling £215million
Claims declined (overall) - 1.9%

CRITICAL ILLNESS COVER

Critical illness claims paid - 2,076 claims totalling £146million
Claims declined (overall) - 7.2%
Claims declined (for misrepresentation) - 4.2%
Claims declined (for not meeting policy definition) - 3%

Source: Legal & General Claims Department

2007

LIFE

Death claims paid - £179million
Claims declined (overall) - 3.7%

CRITICAL ILLNESS COVER

Critical illness claims paid - 1,805 claims totalling £110million
Claims declined (overall) - 11.8%
Claims declined (for misrepresentation) - 7.7%
Claims declined (for not meeting policy definition) - 4.1%

Source: Legal & General Claims Department

2006

LIFE

Death claims paid - £152million
Claims declined (overall) - 3.4%

CRITICAL ILLNESS COVER

Critical illness claims paid - 1,626 claims totalling £92million
Claims declined (overall) - 16.7%
Claims declined (for misrepresentation) - 12.1%
Claims declined (for not meeting policy definition) - 4.6%

Source: Legal & General Claims Department

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