"Protection is more than paying a claim; it’s about supporting individuals and families when they need us most, keeping them protected, and helping them recover afterwards."
- James Shattock - L&G
L&G has revealed that it paid over £1.388 billion in 2025 across more than 26,000 retail and group protection claims.
On average, L&G paid out £2.7 million every day in retail protection claims, averaging 56 claims per day across its life insurance, income protection, and critical illness products.
L&G also paid £396 million in group protection claims last year across group life assurance, group income protection and group critical illness products, a 14% increase on the £347 million paid in 2024.
L&G says that its retention team kept 22,000 retail protection customers covered in 2025 who might otherwise have lost their cover due to lapses or cancellations.
Meanwhile, L&G digitised the claims submissions process for all of retail protection’s policies last year. More than 40% of L&G’s Retail Protection claims now start online via MyAccount or its third-party portal.
Furthermore, as part of the group income protection (GIP) Be Well. Get Better. Be Supported. outcomes-focused framework, L&G supported 9 in 10 (89%) employees to enable them to successfully return to work within the first year of absence, up from 78% in 2024, and more than 8 in 10 (81%) were supported to return to work within the deferred period, up from 74% in 2024.
The number of vocational rehabilitation assessments supporting GIP employees, provided by L&G’s in-house team, increased from 4,266 in 2024 to 5,007 in 2025.
L&G’s data also revealed a 23% increase in interactions with L&G’s prevention-focused health and wellbeing support services.
READ MORE: L&G’s group protection unveils new digital mental health journey
"Protection is more than paying a claim; it’s about supporting individuals and families when they need us most, keeping them protected, and helping them recover afterwards," James Shattock, managing director, protection and retail retirement, L&G, said.
He added: "We’re committed to continuously improving the claims journey by investing in our people, processes and digital solutions, so it’s efficient, transparent and flexible for customers during difficult times. For example, our fully digitised claims journey is already making a positive difference, allowing customers and their loved ones to start, pause and resume a claim whenever they’re ready.
"Our group income protection return to work outcomes have also gone from strength to strength over the past decade, thanks to our proven case management approach. This aligns closely with the recommendations in the government’s Keep Britain Working report, which we are proud to support."
