Supporting individuals.


Our individual protection business provides people with life insurance for their health, critical illnesses and death. This table shows how well we’ve performed in this marketplace in 2011.

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Critical Illness

2009

2010

2011

Number of critical illness claims paid out

93.60%

91.80%

93%

Amount paid out for CIC

£152m

£147m

£177m

Amount we have paid on death claims

£217m

£226m

£264m

Percentage of claims paid

98.20%

97.80%

97.8%

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Income Protection

2009

2010

2011

Percentage of claims paid to customers who are

77%

82%

92%

Total paid out to supplement incomes while clients are too ill to work.

£1.34m

£1.57m

£1.35m

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Death claims

2009

2010

2011

Amount paid out on behalf of deceased customers

£217m

£226m

£264m

Percentage of claims paid

97.60%

98%

97.8%

Current Trends

During 2011 we paid more benefits to more customers. The proportion of valid claims remains steady and we're confident that we apply  policy conditions fairly and consistently. Causes of protection claims remain broadly stable, but with some  increase in the proportion of death claims attributed to: Stroke, Alcohol Related Causes and 'Cardiovascular excluding heart attack’. We will be working with the Stroke Association to help publicise precautionary measures and help our teams communicate with claimants. We have worked with the British Heart Foundation and their publicity will help more people survive cardiac events. We have changed our underwriting guidelines and applications questions to raise awareness of alcohol intake and its effect on life expectancy. We hope this will encourage more moderate use of alcohol, and reduce the proportion of claims attributable to its misuse.

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