As a protection provider, paying claims is one of the most important things we do – providing your clients with a financial safety net when they need it most. We’d like to reassure you that we’re continuing to pay claims as quickly as possible, helping a number of customers and their families during this difficult time.

Another priority for us has been maintaining the core services we offer you. Our phone lines are open 9am to 3pm, Monday to Friday to support you and your clients. Visit our Contact us page to find out how to get in touch.

Support for existing customers

We’re aware some of our customers have been struggling to maintain their monthly premiums while they’ve waited on financial support from the government. As a result, some will have missed their policy payments and allowed their cover to lapse.

Finding a replacement policy in the market at a similar cost may be difficult – even if they can now afford to restart their policy payments.  That’s why, the best option would be to reinstate their policy. We’ve made it quicker and easier to restart lapsed policies – if you think this is something that would help your clients, please get in touch to discuss. We’ll also consider restarting policies that have lapsed for more than 90 days, with an updated health declaration.

Supporting you to get more clients covered

As you know, we temporarily stopped requesting medical evidence from GPs to help protect our NHS during this global pandemic.

We believe we can now start requesting this again in certain circumstances.

• Routine medical evidence – we’ll now request GP reports where they’re routinely required for life and critical illness cover.
• Alternative medical evidence – as face-to-face medical examinations aren’t currently possible, we’ll request a GP report instead, where this is the only routine requirement.

Thank you for your continued support.