Earlier this month, ICMIF member British Friendly (UK) announced its Income Protection claims data for 2024 with a key highlight being the total of claims paid to members which reached over GBP 5 million.
British Friendly said 86% of all Income Protection claims were paid and 94% of all claims over the last 20 years have been paid with musculoskeletal issues remaining the leading reason for claims (54%), followed by surgery and respiratory conditions.
The mutual Society announced having paid out over GBP 130,000 in added benefits for BF Care and Fracture Cover. The average time to pay claims in 2024 was nine working days and British Friendly confirmed all calls were answered within 90 seconds on average. The Society also noted that overall, 1,023 new claims were accepted in FY 2024, with claimants ranging from 20 to 69 years old. The five most common reasons for claims in 2024 were:
- Musculoskeletal – 53.96%
- Surgery – 10.46%
- Chest/Lung/Nose/Throat – 8.50%
- Mental Illness – 5.57%
- Cancer – 4.99%
The most common jobs of claimants include HGV drivers, builders, carpenters, nurses, and factory workers. The main reasons for declined claims were misrepresentation (including fraud) at 48.77% and definition of incapacity not being met at 20.99%, while pre-existing conditions for the Simplified product under the moratorium period accounted for 9.88%.
Added benefits
British Friendly’s Fracture Cover, which was launched in 2023, paid out GBP19,000 on eight Fracture Cover claims in 2024.
Over GBP 113K was paid through British Friendly’s discretionary BF Care programme, which provides crucial financial support to members and their families during life-changing events. BF Care includes Death, Bereavement, Terminal Illness and Recovery Support Benefit as a lump sum, as well as Care Assistance Benefit which provides a weekly payment.
Claims breakdown
- 1,023 new claims accepted in 2024
- Age of youngest claimant* – 20 years old
- Age of oldest claimant* – 69 years old
- Average age of claimant* – 43 years old
- % of male claimants* – 74%
- % of female claimants* – 26%
Service levels
In terms of service levels, British Friendly said the average time to pay claims in 2024 was nine working days, excluding any delays caused by third parties or members and on average all calls were answered within 90 seconds.
Maxine Jannetta, Head of Claims at British Friendly said: “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.”
Ben Mason, Protection Manager at British Friendly customer LightBlue said: “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.”
