The PDG introduced the Claims Charter to encourage best practice during the claims process and ensure claimants have the best support with claims paid as quickly as possible.
There are six core elements to the Charter, including facilitating telephone-based claims processes; the claimant having a named point of contact with regular updates and quick response times; intermediaries being notified when claims are made to ensure records are updated and potential distress minimised; as well as claimants receiving payment promptly once their claim has been approved.
The PDG’s Funeral Payment Pledge was created to ensure that families can meet funeral costs. It requests that insurers offer to advance some funds directly to the funeral director when no other arrangements have been made.
The Pledge asks three things of insurers:
• To pledge an advance of a minimum of £5,000 to a funeral director when customers cannot otherwise pay the claim. For example, due to probate delays
• To proactively offer this in every case where there is a delay
• To pay the funeral director after insurers have fully assessed and accepted the claim to eradicate instances of non-disclosure.
Commenting on HSBC Life’s involvement, Mike Furniss, head of protection sales at HSBC Life (UK) Limited, said:
“It’s vital for us to provide our customers and their families with the very best care during the most difficult times in their lives. HSBC Life is very committed to abide by the PDG’s Claims Charter and Funeral Payment Pledge, to do as much as possible to make a positive difference for customers and improve quality of service across the protection sector.”
Neil McCarthy, chair of the Protection Distributors Group (PDG), added:
“I'm delighted that HSBC Life have committed to meeting the Claims Charter and Funeral Payment Pledge standards when dealing with claimants at the time they really need support and prompt action from their insurer. We have been working with insurers to identify those able to meet the Charter requirements, following the impact of Covid on claims and service, and will be confirming which insurers agree they meet the suggested minimum standards in mid-July."
