"These are more than just statistics; every claim we pay means someone received support at a time they needed it."
- John Roberts, director of distribution at Holloway Friendly
In 2024, Holloway Friendly paid 88.3% (607) of claims, equating to £513mn - 20% higher than in 2023. Almost all (99.8%) members making a claim were contacted within 24 hours, and 96.5% of claim decisions were made within 30 days.
Despite the society's claims paid rate remaining “slightly lower than where we’d like it to be,” it has improved by 2% over the last year. Musculoskeletal issues (31.4%) were the most common cause of claim, followed by mental health conditions (12.33%), joint & tendons injuries (8.9%), surgical procedures (6%), and hip & knee issues (5.79%).
Compared to last year, the percentage of claims for both musculoskeletal issues and mental health conditions has slightly increased. Whereas surgical procedures and joint-related claims have remained relatively consistent.
In terms of declined claims, the primary reason was non-disclosure and claims that didn’t meet policy terms (such as no financial loss or the claimant not being incapacitated from work). Holloway Friendly is “working closely” with advisers to improve application accuracy and reduce declines.
“These are more than just statistics; every claim we pay means someone received support at a time they needed it. We’re proud of the progress we’ve made, but we also know how important it is to keep listening, keep learning, and keep improving the experience for both advisers and members,” said John Roberts, director of distribution at Holloway Friendly.
