Claims information

If you ever need to make a claim under critical illness cover, we know that it’ll be a difficult time for you. Rest assured that each claim will be treated individually, and your claims handler would explain the process to you in detail.

The information we’ve provided here is an overview that should help you feel more prepared if you were ever to claim.

Notification.

Firstly, we’d suggest that you refer to your original policy document  for details of the illnesses covered.

Then you’d need to contact us with your:

• Policy number; and
• Details of the illness and diagnosis.

You can contact us in a variety of ways:

The assessment

A member of the claims team would send you a blank claim form to complete and return back with your original policy document. We’d then write to your GP and specialist to confirm the diagnosis.

All claims are dealt with as quickly as we can, but as we have to ask other parties for information, delays can sometimes occur. We regularly provide updates on the progress of claims; and our Health Claims Team is also available to provide you with additional updates if needed.

Once all of the information is received and the diagnosis is confirmed, the payment would be sent to the bank account nominated on the claim form. 

Paying premiums

It’s really important that if you make a claim, that premiums continue to be paid while we assess it. This is because the premiums may be paying for other parts of the policy, for example life assurance or waiver of premium. The policy will remain in force until we make a decision on a claim and any overpaid premiums are refunded once a claim is paid.

More information on life insurance and terminal illness claims can be found here. A useful Claims FAQ is also available.