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Our Points of Difference - Part 4/6
If it's grey we will pay
The reason you take insurance out is to protect your family or business in the worst case scenario. And if this happens, you need to know that any claim you make will be managed fairly, ethically, sensitively and efficiently. Internally we like to think of this as being human.
We've included our commitment to our claims philosophy in our policy wordings - this means we are contractually obliged to behave this way - and we wouldn't have it any other way.
To put our money where our mouth is so to speak, we have two key claims philosophies enshrined in our policy wordings.
The first key philosophy is - if it's grey - we will pay.
What do we mean by this?
When a claim is received and it's not clear if it should be accepted or declined, and where no further clarifying evidence is available, we have legally obligated ourselves to accept the claim.
In practical terms this means it is not left to you to take legal action to try to prove the claim should be paid. We believe that is a complete imbalance of power and that it is the last thing anyone who is struggling with a distressing life changing event should be doing. We believe it is us, the life company, who should carry that risk - not you.
