MetLife UK has reveals that during 2018 it paid a protection claim every hour, as payouts from its MultiProtect policy reached a new high.

The total paid in accident and health claims in 2018 was a record £8.6 million, 22% higher than the previous year.

In addition, customer satisfaction scores rose to 96% from 94% despite having seen an increase in the volume of claims.

44% of accident and health claims paid are for broken bones and 21% for hospitalisation covering payouts for children.

In total, more than 11,400 accident and health claims were paid in 2018 and MetLife’s paid claim rate increased with a 91% acceptance rate.

MetLife’s data shows 24% of all customers who have claimed have made more than one claim and 63% of claims are from customers who have held their policy for two or more years.

MetLife’s research among advisers shows that 51% of the clients are reluctant to buy individual protection because they are concerned about claims records, while 56% say clients do not believe the current range of products is relevant to their everyday lives.

Richard Horner, head of individual protection at MetLife UK, said: “Customers only really value individual protection when they need to make a claim and it is crucial that claims are handled efficiently and with sympathy.

“The record payout and rising customer satisfaction score underlines the success of our claims team in ensuring we maintain high standards of service so that advisers and their clients can be confident their policies will protect them against everyday risks.”