Read our latest protection claims statistics report and infographic to find out more about our claims process.

We’ve broken our claims statistics down by product, customer profile and top reasons for claims, to support your conversations and reaffirm the importance of having the right protection in place should the worst happen.

We've also provided you with the tools and advice regarding the reasons why claims are rejected and the importance of Confirm Your Details (CYD) to ensure all your clients stand the very best chance of having their claim paid.

*Life and Over 50s Life Insurance

Key claims documents

Help us pay more claims

How to make sure your client has the best chance of having their claim accepted.

Download the guide

Claims magazine

A full breakdown of our latest data including claims by product, condition, region and age.

Download the magazine

Claims statistics infographic

Our latest claims product data in an at-a-glance format.

Download the infographic

Meet the people behind the numbers

Meet the people behind the numbers: Pete video

Watch Pete's story to hear how his policy has supported him and his family following diagnosis of a rare form of cancer.

In 2021 we paid out over £797 million in protection claims supporting 16,890 customers but our claims statistics are more than just numbers to us.

Our 2021 claims statistics and customer call recordings video

Case studies

See the impact and real-life value of a protection policy with claims customer stories.

How to make a claim

We’re signed up to the Protection Distributors Group' (PDG) Claim Charter, reinforcing our dedication to delivering the highest standards to customers throughout their claim experience.

We have over 60 Samaritans-trained claims assessors, so every claim is handled with compassion. Your client’s case will be dealt with by the same assessor throughout, if possible. Clients can also nominate someone to act on their behalf – we’ll need written permission for this. Read more about our typical claims process and timings.

Claiming on optional benefits

How to claim on added value services or optional benefits your client has added to their protection policy.

Claims contacts

Life insurance claims

0800 137 101              

Critical illness cover, terminal illness cover or Waiver of Premium claims

0800 068 0789

Income protection claims

Further information