British Friendly paid out over £5 million in Income Protection, discretionary BF Care claims and Fracture Cover claims in 2024.
The mutual insurer says that it continues to uphold its strong claims-paying track record, having paid 86% of Income Protection claims in 2024 and 94% of all claims over the past two decades.
Musculoskeletal issues remained the leading cause of claims, accounting for 54% of all successful claims, followed by surgery and respiratory conditions.
In total, 1,023 new claims were accepted in 2024, with claimants ranging in age from 20 to 69. The average age of a claimant was 43, and 74% of claimants were male, while 26% were female.
FRAUD AND MISREPRESENTATION
The most common occupations among claimants included HGV drivers, builders, carpenters, nurses and factory workers. The main reasons for declined claims were misrepresentation, including fraud, which accounted for 48.77%, followed by claims not meeting the definition of incapacity (20.99%) and pre-existing conditions under the Simplified product’s moratorium period (9.88%).
British Friendly’s additional benefits programme also delivered notable support to members.
The Fracture Cover, launched in 2023, paid out £19,000 across eight claims in 2024. Meanwhile, the discretionary BF Care programme provided over £113,000 in financial support, covering benefits such as Death, Bereavement, Terminal Illness, and Recovery Support Benefit, as well as Care Assistance Benefit.
NINE WORKING DAYS
Service efficiency was a key highlight of the year, with British Friendly reporting an average claim payment time of nine working days, excluding delays caused by third parties or members. Allll customer service calls were answered within 90 seconds on average.
QUICK AND FAIR COMPASSION
Ben Mason, Protection Manager at LightBlue, says: “We’ve been really impressed with British Friendly’s claims process. Our clients consistently report that claims are handled quickly, fairly, and with compassion.
“It’s clear that British Friendly puts the member first, and that shows in the ease of communication and the minimal hassle involved in making a claim.
“At LightBlue Online, it’s important for us to recommend providers we can trust to support our clients when they need it most, and British Friendly have consistently delivered on that promise.”
IMMEDIATE SUPPORT
Maxine Jannetta, Head of Claims at British Friendly, adds: “Last year, we introduced the option of a tele-claims service to our members, removing the need for a traditional claim form.
“Members who opt for this service receive immediate support from a designated Claims Manager to guide them through the claims process. Since launching this service, we’ve seen decisions being made in less than two weeks, providing our members with peace of mind and allowing them to focus on their recovery.”
