In 2008, we changed our approach to claims handling following the new ABI guidance on treatment of non-disclosure. We’ve worked with advisers to educate them about where non-disclosure occurs and what they can do to stop it occurring at the application stage. In 2009, we have been focusing on the customer, looking at ways to improve the experience if a customer has to claim. Tele-claims is one of the changes we have introduced.
In 2010, we’ll continue to focus on the customer by looking at ways to improve the experience if a customer does have to claim.
For the details of our claims in 2009, please visit these sections of the website: