Critical illness cover claims

Frequently asked questions

Can I make a critical illness claim over the phone?

Yes. You can make a claim over the phone by calling 0800 015 1142. Our UK-based claims team will discuss your claim and can complete the claim form for you. This tends to be the quickest way to get the claim process started.

If you're considering making a claim, see our claims process. If your policy was previously Friends Life, contact us.

For our joint protection, telephone calls may be recorded and/or monitored.

Once the claim is accepted how long will it take for me to get my payment?

We will aim for the payment to be with you as soon as possible. If 10 working days has passed and you haven’t received your payment, please contact us on 0800 015 1142.

For our joint protection, telephone calls may be recorded and/or monitored.

How will you consider my critical illness claim?

We'll need to request reports from your doctors to confirm details of your illness and/or treatment. These will be compared to the cover set out in your policy and any details of your health you provided when you first took out your policy. If you've been provided with detailed medical letters already, giving us a copy of these can help us to assess the claim more efficiently. You'll be asked to provide contact details for your GP and for any specialists responsible for your care. For cancer claims, if you have a cancer nurse specialist, they may also be able to help us verify your claim. We'll let you know along the way what evidence we've requested and anything that is still outstanding before we can accept your claim.

How will you pay the money if a claim is accepted?

We’ll pay the money for a claim electronically by Faster Payment, BACS or by a telegraphic transfer.

What is premium protection?

Premium protection use to be an optional extra with some of our life insurance policies.

 If you have this option, we may be able to waive your insurance premiums if you're incapacitated for a certain length of time, depending on what’s covered by your policy. Check your policy booklet or call 0800 015 1142 if you’re unsure about what’s covered.

If your policy was previously with Friends Life, contact us to check if this applies to you.

For our joint protection, telephone calls may be recorded and/or monitored.

When will I stop having to pay premiums if I have premium protection on my critical illness policy?

You may qualify for premium protection if you've been incapacitated for one, three or six months (the deferred period), depending on your policy.

You can find your policy’s deferred period in your policy schedule. If you think you’re entitled to claim, continue paying the premium until you’ve contacted us and we’ve confirmed the claim is accepted.

Why would you decline a claim?

If the condition you're claiming for isn't covered by your policy, or if the policy wasn't in place when what you're claiming for happened, we would decline the claim.

However, contrary to popular belief, insurers don't try to avoid paying claims. We publish claims figures every year, and in 2022, we paid 99.4% of life insurance claims and 93.5% of critical illness claims.

When you apply for cover, make sure your answers are true, full and accurate, or this could impact any future claim.

If you're unsure about anything when applying or claiming, contact us.

What is children's benefit?

Children's benefit is automatically included in any personal policy that includes critical illness cover. We'll pay £25,000, or 50% of the main critical illness benefit (whichever is lower), if any of your natural, step or legally adopted children are diagnosed with one of the children's critical illnesses or conditions we cover during the term of the policy.

If one of your children dies during the term of the policy, we'll pay a lump sum of £5,000. Children are covered from 30 days old until their 18th birthday (or their 21st birthday, if they’re in full-time education).

We'll only pay out one critical illness claim for each child under the policy. We'll pay a death claim for a child, even if we've previously paid out on a critical illness claim for them. If we pay out under children's benefit, the policy will continue to provide cover for you and any other eligible children you have.

If you already have an existing policy with us, check your policy documents to see what cover is included. If your policy was previously with Friends Life, contact us to check if this applies to you.


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