Frequently asked questions

It is important to understand that the assessment process and the length of time it takes varies according to the circumstances of the claim, the type of claim and how quickly we receive all the requested information. Our claims team will keep you updated with the progress of the claim and will assess each piece of information promptly as it’s received. You can assist by returning claim forms as quickly as possible and by encouraging your medical advisers to do so as well.

Your medical history helps us to look at the circumstances leading to the claim and to confirm that you have complied with your Duty of Disclosure. We will request medical histories in many instances, particularly where the claim occurs on a policy that is not very old, or where the diagnosis is not clear-cut. This does not mean that we do not believe your claim is valid. We are simply ensuring that the terms and conditions of the policy are met.

You have the right to request your claim file at any time. The file will include any information we have collected in relation to your claim, any correspondence in relation to your claim and any file notes we have made.

In some instances a diagnosis may not be clear cut or the policy may require very specific criteria be met. In these circumstances we may request that you see an independent medical specialist to confirm the diagnosis. This does not mean that we do not believe in the validity of your own doctor’s report. You will be given details of the independent medical specialist’s report, which will provide you with a second opinion. We will consider the impact on you before requesting any additional medical examinations and will pay for any associated costs.

Where we do not believe we are able to pay your claim, we will set out our reasons in full. We will also detail the process by which you can have your claim reviewed, our Internal Dispute Resolution processes and the Financial Ombudsman’s dispute resolution service.