A dozen insurers have been named as signatories to the Protection Distributors Group’s (PDG) 2025 Claims Charter, following a marked improvement across the sector in how claims are handled.
The list of signatories includes Cirencester Friendly, The Exeter, Holloway Friendly, Guardian, HSBC Life, Legal & General, LV=, National Friendly, Beagle Street, Royal London, Scottish Widows and Shepherds Friendly.
Each will be issued with a 2025 Claims Charter badge to indicate they have met this year’s criteria, following an assessment by the PDG of how each insurer supports claimants.
The Claims Charter, first introduced in 2018, aims to raise minimum standards of best practice among insurers and improve outcomes for claimants, many of whom are considered vulnerable.
In 2024, two new time-based measures were added to the criteria following adviser feedback: a maximum of three working days to assess claims forms and five working days to assess medical evidence.
ENCOURAGING
The group said it was encouraged to see such a significant improvement in performance, with 12 providers meeting the benchmark this year, up from just eight in 2024.
The latest cohort does not include Aegon and AIG, both of which had qualified last year but are now closed to new business, making this year’s increase in qualifying firms particularly notable.
According to the PDG, even insurers who fell short of the mark this year often did so by only a small margin, and the group remains optimistic that more firms will be able to qualify before the end of 2025.
Emma Thomson (pictured), vice chair of the PDG, said: “To have more insurers meet the criteria this year has been fantastic to see. We have been engaging closely with a number of insurers on the time to assess claims and know how much additional investment and time has been put into this most important aspect of our industry to raise standards.”
“All insurers have demonstrated through the survey some wonderful work they’re doing to support claimants, and it was really heartening to see a significant improvement in the time to assess claims, even by those who haven’t quite managed charter status.
“Some firms are very close indeed to meeting the criteria so I’m hopeful we’ll see more insurers achieve status before the year is out.”
The PDG said the charter would continue to evolve in response to changing expectations, but its core aim remains to promote better outcomes for customers at the point of claim.
