"I hope to see more achieve Claims Charter status ahead of the formal 2025 review."
- Neil McCarthy, Chair of the PDG
The Protection Distributors Group’s (PDG) Claims Charter was introduced in 2018 to boost outcomes for claimants by improving basic levels of best practice. This year, new criteria was introduced, fuelled by the PDG’s disappointment with the overall time taken by insurers to assess claims forms and evidence gathered as part of the claims process.
Signatories are now required to assess claims forms within three working days and evidence within five working days.
READ MORE: PDG announces signatories to the Claims Charter for 2023
The PDG believes that while this new criterion makes charter status harder to achieve, it’s an important evolution given growing concerns about claim-related service levels across the industry. In light of this, this year’s signatories were slashed by half, with only AIG, Guardian, Holloway Friendly, HSBC Life, Royal London, Shepherds Friendly, and newcomer Aegon making the cut.
Cirencester Friendly has today become the eighth signatory to the Claims Charter.
“We’re delighted to have met the criteria of the PDG Claims Charter. 2024 saw a significant transformation for our claims function and processes and this stamp of approval shows we’re on the right path,” commented Robert Higgins, Senior Claims Manager at Cirencester Friendly.
He said: “We know when claimants contact us, they’re 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 policyholders and their families.”
Neil McCarthy, Chair of the PDG, added: “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. Cirencester’s decision to review and transform its claims processes is a testament to its continual desire to raise standards.
“I’m aware that several insurers are currently engaged in developing new claims processes, and I hope to see more achieve Claims Charter status ahead of the formal 2025 review,” he concluded.
