British Friendly paid out 88.61% of new income protection (IP) claims in 2025, up from 86% in the previous year.
The mutual’s claims statistics for 2025 revealed it paid £4.9m to members across income protection and value-added services, down from £5,092,634 in 2024.
Its new Fast Track facility enabled low-risk claims to be settled within 48 hours and more than 70% of claims were settled within 30 days, the mutual added.
This has meant that the Protection Distributors Group (PDG) has added the mutual as a signatory to its claims charter.
British Friendly reduced its average claims decision time to eight days in 2025, down from nine days in 2024, as the mutual said it was continuing to focus on improving service delivery for members and advisers.
Average call wait times shortened to 78 seconds, down from 90 seconds in 2024, and the provider confirmed it is meeting the standards of the Protection Distributors Group (PDG) Claims Charter.
Misrepresentation and fraud
More than half (54%) of declined claims were due to misrepresentation including some fraudulent claims.
The mutual made £4,796,085 in income protection payments, £62,440 to BF Care and £14,500 and £40,938 respectively across fracture cover and back to work rehabilitation support.
Musculoskeletal conditions including hip and knee accounted for 57.5% of accepted claims, followed by surgery (9.4%), chest/lung/nose/throat (6.1%), mental illness (5.3%) and cancer (5%).
Claimants ranged in age from 18 years and one month to 69 years nine months.
Emma Thomson, chairwoman of the PDG, said: “Paying income protection claims quickly is so important due to the need to replace lost income. We are delighted with the fantastic work British Friendly has done to speed up the claims process and as a result now meet our Claims Charter criteria.”
Maxine Jannetta, head of claims at British Friendly, added: “Building on our 2024 tele-claims service, in 2025 we’ve introduced a fast-track process for certain illnesses or injuries, helping members access financial support even faster.
“Each member continues to receive guidance from a dedicated claims manager, with rehabilitation support where needed.
“We are excited to continue delivering timely support and care to our members in 2026.”
