With the exception of death claims, your client should carry on paying their premiums until we've accepted their claim. If, for any reason, we can't accept it, we'll contact your client to let them know why.
- Death claims
Once we've agreed to pay your client's claim, and received all the information we need, we'll make the payment within five working days by BACS or telegraphic transfer.
- Critical illness, terminal illness, total permanent disability claims
Our claims team will keep your client updated throughout the process, letting them know if we need any more information. Once we've agreed to pay their claim, and received all the information we need, we'll make the payment within five working days by BACS or telegraphic transfer
- Income protection claims
We'll keep your client updated as their claim progresses. At the same time, our intervention team will be on hand to offer any additional support or advice that will help your client get back to work more quickly.
- Waiver of premium claims
Once we've accepted your client's claim, we'll stop taking their premiums. We'll also refund any they have overpaid. We'll continue to waiver their premiums until they are no longer incapacitated.
If, for any reason, we can't pay your client's claim, we'll write to them to let them know why.