Delivering on our promise to support our customers through the claims we pay is the most important thing we can do. When things go wrong with your health, or the health of a loved one, you may find yourself doing many things for the first time. It’s sometimes tricky to know where to start and it can feel overwhelming. Which is why we are committed to supporting our customers by providing guidance and support every step of the way.

Our claims philosophy: "We will deliver on the promise we make to every customer, ensuring they understand and feel confident in how we will handle their claim."

Our commitment to managing your claim

Setting expectations
To help you understand what needs to happen and why, when and how it happens, and who is responsible, you will have one point of contact within our dedicated Claims team.

Removing complexity
We will prepare in advance before contacting you, limit paperwork as much as possible and make decisions as quickly as possible to make things simpler for you.

Personalised recovery support
We will take the time to understand your situation and offer the right support to help you on your path to recovery.

Treating you fairly
Doing the right thing by you underpins all we do. You will have the time you need to talk through your claim. You’ll be offered different ways to provide the information to support your claim. We’ll also explain to you the reasons why we make our decisions.

Claiming with confidence
Supporting you starts with our people. We’re committed to providing our claims teams with the right support they need, to do the best job they can for you at a challenging time in your life.