New ICMIF member Cirencester Friendly (UK) has announced it has been approved to be a signatory of the Protection Distributors Group (PDG) Claims Charter which aims to improve claims outcomes in the UK.
The PDG Claims Charter was introduced in 2018 to improve outcomes for claimants by raising basic levels of best practice undertaken by insurers. The Charter sets out a number of criteria which must be met before an insurer can become a signatory.
The Claims Charter was updated in 2024 to introduce two new criteria relating to the time taken to assess both claims’ forms and medical evidence once received. The Charter now requires signatories to assess claims forms within three working days and evidence within five working days. While these new criteria makes Charter status harder to achieve, the PDG believe the additions are an important evolution given growing concerns about insurer service levels relating to claims.
Only seven insurers reached the benchmark set out earlier in the year. These are Aegon, AIG, Guardian, Holloway, HSBC Life, Shepherds Friendly and another ICMIF member, Royal London.
The PDG has confirmed that Cirencester Friendly are now able to become a signatory to the Claims Charter, becoming the eighth insurer to meet the criteria.
Robert Higgins, Senior Claims Manager at Cirencester Friendly said: “We are delighted to have met the criteria of the Protection Distributors Group Claims Charter. 2024 saw a significant transformation for our claims function and processes and this stamp of approval shows we are on the right path. We know when claimants contact us, they are likely to be worried, in pain and possibly distressed, our Claims Consultants are supportive and explain the claims process in an easy and understandable way. We remain committed to improving the claims experience and delivering the best outcomes for our Members and their families.”
PDG Chair, Neil McCarthy, said: “The Charter evolved this year, helping our industry continue to improve customer outcomes and meet their changing expectations where delays can cause real financial problems for claimants as well as additional worry and distress. The response from Cirencester Friendly to review and transform their claims processes is testament to their continual desire to raise standards. I am aware that a number of insurers are currently engaged in developing new claims processes and I hope to see more insurers achieve Claims Charter status ahead of the formal 2025 review.”
