Critical Illness Cover

In 2017 we paid £209 million in critical illness claims, an average of £64,925 per claim. We handle each claim with compassion and efficiency, so you can be reassured we’ll help your clients through the difficult times.

Claims Rejected

  • Definitions not met - 192 (5.8%)
    In order to offer competitively priced Critical Illness Cover at the point the policy is taken out, insurers set out clearly in their product literature which specific illnesses or surgeries are covered and the circumstances in which they do and do not result in a claim payment.

  • Misrepresentation - 83 (2.5%)
    Common errors that may lead to a claim being rejected for misrepresentation amount to just under half of the small number of claims
    that we are unable to pay, whereby customers applying for critical illness insurance withhold information during the application process which would have affected our decision as to whether we could provide cover.

Children’s Critical Illness Cover 2017 claims

In 2017 we paid £2.5 million in Children’s Critical Illness claims, an average of £25,000 per claim.

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Claims Experience

Handled with care

We’re proud of our claims record. We’ve been able to help our customers with financial security during difficult times over the years. This year we’ve continued with an average claims customer ease score rating of 96% and an 88% net promoter score in 2017. We have over 70 Samaritans trained claims assessors and all our claims handlers are trained for sensitivity, with all completing Samaritans ‘Conversations With Vulnerable People’ course.

Learn more about Critical Illness