Critical illness coverage FAQs

Q1: Am I eligible to take out Critical Illness Cover?

If you are a permanent UK resident between the ages of 18 and 64, you may be eligible to take out our Critical Illness cover. We will ask you to fill out a health and lifestyle document to provide us with information about your medical history. Based on this information, we will determine whether or not you are eligible for the cover.

Q2: What critical illnesses are covered under this policy?

Our Critical Illness cover provides coverage for a total of 3 critical illness conditions named heart attacks, strokes, and certain types of cancers.

Q3: How long will it take for me to receive my payment if my claim is accepted?

After accepting your claim, we will process the payment as quickly as possible. If you haven't received the payment within 10 working days, please contact us at 08001234567.  Note that for our joint protection, telephone calls may be recorded and/or monitored. 

Q4: What consideration will you give to my critical illness claim?

We may request reports from your doctors to confirm the details of your illness and treatment, which will be compared to your policy coverage and any information provided at the time of policy purchase. Sharing any medical letters, you have received can assist us in processing your claim more quickly. You must provide the contact information for your primary care physician and any specialists. A cancer nurse specialist may also assist you in verifying your claim for cancer. We will keep you updated on the evidence we need, and any other information needed to process your claim.

Q5: Why would you deny a claim?

If the condition you're claiming for isn't covered by your policy, or if the policy wasn't in effect when the incident occurred, we'd decline the claim.

Contrary to popular belief, insurers do not attempt to avoid paying claims. Every year, we release claims figures, and in 2022, we paid 98% of life insurance claims and 90.5% of critical illness claims.

When applying for coverage, make sure your answers are true, complete, and accurate, or your future claim may be impacted.

If you have any questions while applying or claiming, please contact us.

Q6: Will my children be covered if I choose to add Critical illness cover?

Yes. They will be covered under our Children's Critical Illness cover, under which we will pay up to £25,000 or 50% of the cover amount, whichever is less.

Q7: What are the advantages for children?

If you have a personal policy that includes critical illness cover, then it automatically includes a children's benefit. In the event that one of your natural, step or legally adopted children is diagnosed with a critical illness or condition we cover, we will pay £25,000 or 50% of the main critical illness benefit, whichever is lower. If one of your children passes away during the policy term, we will pay a lump sum of £5,000. The coverage for children starts at 30 days old and continues until their 18th birthday, or until their 21st birthday if they are in full-time education.

Under this policy, we will only pay out one critical illness claim for each child, and if we have already paid out for a critical illness claim, we will still pay a death claim if the child passes away. If we pay out under the children's benefit, the policy will still provide cover for you and any other eligible children you have.