Each will receive a 2025 Claims Charter badge to signal their status to advisers.
First launched in 2018, the Claims Charter outlines best practice standards for claims handling.
In 2024, two new criteria were introduced, requiring insurers to assess claims forms within three working days and medical evidence within five, following adviser concerns over delays.
The PDG welcomed the sector’s progress, with the number of qualifying insurers rising from eight last year to 12 in 2025, despite the closure of Aegon and AIG to new business.
It added that several firms narrowly missed the mark and may still qualify before the year ends.
PDG vice chair Emma Thomson said, “To have more insurers meet the criteria this year has been fantastic to see."
“We’ve engaged closely with providers on claims assessment times and know how much investment and effort has gone into this crucial part of our industry."
“All insurers demonstrated through the survey the valuable work they’re doing to support claimants."
“It was especially heartening to see significant improvements in assessment times, even among those that didn’t quite meet charter status. Some firms are very close, so I’m hopeful we’ll see more join the list before the year is out.”
The PDG reiterated its commitment to evolving the charter to reflect changing adviser and consumer expectations and to improving outcomes for all claimants, many of whom may be in vulnerable circumstances.
First appeared: https://www.moneymarketing.co.uk/news/pdg-names-12-insurers-in-2025-claims-charter/
