Cirencester Friendly has become the eighth insurer to achieve the Protection Distributors Group (PDG) Claims Charter status this year.
Earlier in the year the PDG slashed its latest Claims Charter cohort from 14 in 2023 to seven in 2024. Cirencester Friendly had not been in the 2023 signatory list.
It said this was due to the introduction of two new criteria relating to the time taken to assess claims forms and medical evidence once received – signatories must assess claims forms within three working days and evidence within five working days.
The PDG noted that while the new criteria make charter status harder to achieve, it believes the additions are “an important evolution given growing concerns about insurer service levels relating to claims”.
The PDG added it was pleased that Cirencester Friendly was now able to become a signatory, becoming the eighth insurer to meet the criteria.
The seven insurers who met the standard earlier in the year were Aegon (since bought by Royal London), AIG (since bought by Aviva), Guardian, Holloway Friendly, HSBC Life, Royal London and Shepherds Friendly.
Claims transformation
Cirencester Friendly senior claims manager Robert Higgins said the mutual was delighted to have met the criteria with 2024 seeing a significant transformation for its claims function.
Higgins noted this stamp of approval showed the insurer was on the right path.
“We remain committed to improving the claims experience and delivering the best outcomes for our members and their families,” he said.
PDG chairman Neil McCarthy, said “The charter evolved this year, helping our industry continue to improve customer outcomes and meet their changing expectations where delays can cause real financial problems for claimants as well as additional worry and distress.
“The response from Cirencester Friendly to review and transform its claims processes is testament to its continual desire to raise standards.
“I am aware that a number of insurers are currently engaged in developing new claims processes and I hope to see more insurers achieve Claims Charter status ahead of the formal 2025 review.”
