British Friendly paid more than £4.9m in claims during 2025 while reducing the average time taken to make a claims decision to eight days.
The mutual said the improvement reflects its continued focus on service delivery for members and advisers, with the average decision time falling from nine days in 2024.
For low-risk cases, the provider’s new Fast Track process enables claims to be settled within 48 hours. Overall, more than 70% of claims were paid within 30 days during the year.
Average call waiting times also fell to 78 seconds, compared with 90 seconds in 2024, while the provider confirmed it is meeting the standards set out in the PDG Claims Charter.
LAST YEAR’S FIGURES
During 2025, British Friendly paid £4,913,964 across income protection and value-added services. In total, 88.61% of claims were paid, representing 965 of the 1,089 claims received.
More than half of declined claims, accounting for 54%, were due to misrepresentation, including some fraudulent claims.
The payments included £4,796,085 for income protection claims, £62,440 through BF Care, £14,500 for fracture cover and £40,938 through back-to-work rehabilitation support.
MUSCULOSKELETAL CONDITIONS DOMINATE CLAIMS
Musculoskeletal conditions remained the most common cause of accepted claims during 2025, accounting for 57.51% of cases.
Other leading causes of claims included surgery at 9.43%, chest, lung, nose and throat conditions at 6.11%, mental illness at 5.28%, and cancer at 4.97%.
Claimants ranged in age from 18 years and one month to 69 years and nine months.
FAST-TRACK PROCESS
Emma Thomson, chair of the PDG, said: “Paying income protection claims quickly is so important due to the need to replace lost income.
“We are delighted with the fantastic work British Friendly has done to speed up the claims process and as a result now meet our Claims Charter criteria.”
Maxine Jannetta, head of claims at British Friendly, added: “Building on our 2024 tele-claims service, in 2025 we’ve introduced a fast-track process for certain illnesses or injuries, helping members access financial support even faster.
“Each member continues to receive guidance from a dedicated Claims Manager, with rehabilitation support where needed.
“Combined with our Value-Added Services, and optional Fracture Cover and Children’s Critical Illness Cover, our Income Protection package remains comprehensive and supportive.
“We are excited to continue delivering timely support and care to our members in 2026.”
