As of 2024, the Protection Distributors Group’s (PDG) Claims Charter requires prospective signatories to assess claims forms within three working days and evidence within five working days.
This new criterion led to last year’s signatories reducing by half, with only AIG, Guardian Financial Services (Guardian), Holloway Friendly, HSBC Life, Royal London, Shepherds Friendly, and Aegon making the cut.
Cirencester Friendly also achieved charter status in December 2024.
“In response to concerns about service standards, we have introduced two new criteria to the Claims Charter, which we feel ensure that the charter is robust and reflects our commitment to raising standards across the industry,” said Neil McCarthy, Chair of the PDG, at the time.
This year, Guardian, Holloway Friendly, HSBC Life, Royal London, Shepherds Friendly, and Cirencester Friendly remain as signatories, joined by The Exeter, Legal & General (L&G), LV=, National Friendly, Beagle Street, and Scottish Widows.
When charter status hasn’t been achieved, the PDG said it was by a slight margin and therefore expects more insurers to become signatories by the end of the year.
“We have been engaging closely with various insurers on the time to assess claims and know how much additional investment and time has been put into this most important aspect of our industry to raise standards,” explained Emma Thomson, vice chair of the PDG.
She said, “All insurers have demonstrated through the survey some wonderful work they’re doing to support claimants, and it was heartening to see a significant improvement in the time to assess claims, even by those who haven’t quite managed charter status."
“Some firms are very close indeed to meeting the criteria, so I’m hopeful we’ll see more insurers achieve status before the year is out,” Emma concluded.
"We have been engaging closely with various insurers on the time to assess claims and know how much additional investment and time has been put into this most important aspect of our industry to raise standards."
- Emma Thomson, vice chair of the PDG
