In 2018, 94.7% of British Friendly claims were paid. Since the insurance firm started recording its claims data in 2005, it has paid an annual average of 96.2% of all income protection claims, so there has been a slight dip..

With regards to declined claims, 1.3% were for non-disclosure and 4% were for not meeting the definition of incapacity.

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The most common reasons for claims were:

  • Orthopedics: 44%
  • Viral illness/respiratory: 17%
  • Psychiatric: 11%
  • Cardiovascular: 5%
  • Digestive: 5%
  • Neurological: 5%

British Friendly claims experience

Over the course of 2018, British Friendly released a number of initiatives for new and existing members. Furthermore, the goal was to boost the appeal of income protection and help advisers sell.

These initiatives included immediate support payment, recovery support benefit, terminal illness benefit, and also several mutual benefits. This includes health MOTs and powers of attorney at no extra cost, discounted travel insurance, car hire, and van hire.

Mark Dennison, principal adviser at LightBlue UK, said: “British Friendly has had another strong year in 2018. The core part of any policy is paying the claim and British Friendly has shown that they do that year on year, while the Mutual Benefits offering gives clients value from the start. They’re making Income Protection more comprehensive and more relevant to the modern consumer and their families.”

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Andy Parker, claims and underwriting director for British Friendly, said: “As a Friendly Society without shareholders we value paying claims to our members above all else. We have done that consistently for the last 117 years. 2018 has seen us continue to seek new ways to provide our members and their advisers with a more engaging proposition.

“This means Income Protection cover which not only protects them from the financial implications of an income shock caused by illness or accident, but also helps them on the road to recovery. To this end we have continued to innovate, launching several new initiatives not usually covered by a typical Income Protection policy, such as Recovery Support Benefit and legal support, at no extra cost.”

At the Life Insurance International Innovation Awards 2018, the Most Engaging Customer Experience award was given to British Friendly.