Our claims record in statistics

The most important thing we can do for you and your clients is to pay valid claims as quickly as possible. Take a look at our 2018 claims statistics below:

  • We paid out 96% of all protection claims, totaling £233.4 million
  • We paid 99% of death claims to 1,798 customers with the highest value claim £1.2 million.
  • 91% of critical illness claims were paid to 912 customers, highest value claim is £2.1million.
  • We paid 95% of income protection claims, totaling £8.2 million.

Zurich Life Protection Platform

  • Summary of claims

    Our claims commitment

    At Zurich, we recognise that the claims experience is a moment of truth for our customers, giving us the opportunity to deliver on our promises.

    Each claim is dealt with individually by our dedicated specialists, ensuring that that we deliver an honest and fair outcome for every customer. We are proud of our excellent reputation and record in paying claims, while providing comprehensive support during difficult times for our customers.

    A word from Geoff Butcher, Zurich Chief Claims Officer:

    The point of claim is where people need us most and at Zurich we are 100% focused on delivering a positive claims experience. We deliver much more through the bespoke care and support we offer our claimants.

    What our customers think of us

    Once they've completed a claim, we ask our customers how likely they are to recommend Zurich to a family member or friend, among other questions about their claims experience. Companies are scored based on their responses, within a range between -100 and +100.

    In 2017, our overall claims Net Promotor Score was +75, a truly world class claims service*.

    *According to Fred Reichheld, creator of the Net Promotor System (NPS), companies who receive a NPS score above +50 are deemed world class.

  • Our 2018 claims statistics

    Below are the most popular reasons customers made a claim with us in 2018.

    Top reasons for critical illness claims in 2018:

    • Cancer - 66%
    • Heart attack - 14%
    • Stroke - 8%
    • Multiple Sclerosis - 3%
    • Other - 9%

    For more detail, have a look at our 2018 claims infographic.

    Top reasons for income protection claims in 2018:

    • Mental illness - 28%
    • Cancer - 23%
    • Musculoskeletal - 10%
    • Neurological diseases - 8%
    • Other - 31%
  • Our customer experience

    See what our customers have to say

    When your client needs to make a claim, it's likely they're going through a difficult time. That's why we've made our claims process as easy and painless as possible. But don't just take our word for it, have a look at the testimonials below to see what our customers think:

    After plucking up the courage to contact you with reference to my cancer the staff could not have made this awful experience any easier. From my initial contact to the claim being fulfilled they have been nothing but professional and also checking that I was doing OK with my treatment too...a 5 star service from start to finish. 

    I am going through one of the most harrowing experiences of my life. The speed with which you dealt with my claim and the compassion your staff members offered me was life changing. You really have changed my life and made dealing with my diagnosis so much easier. Thank you Zurich.

    Very professional from start to finish. Zurich has been chasing all the information for me and made the whole process very easy and hassle free. The team was very friendly and understanding. I can't find any fault. Absolutely fantastic.

    The claims team was open, honest and understanding of the potential problems we were facing. They gave the impression Zurich wanted to help and pay out the policy rather than avoid payment.

  • Claims process

    If your client needs to make a claim, it’s likely they're going through a difficult time in their life. To ensure they know they're in good hands, we’ve done everything we can to make claiming with Zurich as supportive, easy and personal as possible – from the moment they pick up the phone.

    As always, your client will have access to Zurich Support Services, a free and comprehensive service that offers counselling and support whenever they need it.

    Find out more

    Give us a call

    Once you or your client pick up the phone, you'll get through to one of our claims advisers. We'll ask for your client's name, address and policy number and to provide details of why the claim is being made. The details can be passed via email, post, over the phone or in person if it's more convenient.

    To get in touch, see the Contact details tab on this page.

    We'll be in touch

    Once the first call is made, a dedicated claims specialist will be in touch within five working days.

    They'll start by asking for things like your client's history of illness or the cause of death before explaining how their personal data will be kept and used. To avoid sending lengthy forms, this is all done over the phone with your dedicated claims specialist.

    To keep you and your client updated, we'll text, email or phone (depending on preference) at every stage of the process. If you or your client need to get in touch, the dedicated claims specialist will take your call.

    For income protection claims, your client will be put in touch with our rehabilitation nurses, our team of medical experts trained to support people through both minor and life-changing injuries and illnesses.

    For more information, see the rehabilitation support page.


    Arranging payment

    If your client's claim has been successful, we'll pay them as soon as possible. We'll use the payment details previously supplied and let your client know when to expect their money.

    If your client is claiming for a critical illness, the payment will be one lump sum, whereas successful income protection claims will be paid at the end of each month. All payments are tax-free.

    If you or your client needs to get in touch at any point before, during or after their claim, their dedicated claims specialist will be able to help. If your client needs further support, Zurich Support Services are available for them 24/7.

  • What we need

    In order to make sure your client's claim is processed as quickly and accurately as possible, we'll need certain documents and bits of information from them.

    Pick the section most relevant to your client's claim for more information on what's needed. We will also check your client's portfolio to determine whether there are any other policies that can be claimed on.

    Death claims

    • Full name of deceased
    • Policy number (if known)
    • Date of birth
    • Date of death
    • Address of deceased
    • Place of death
    • Cause of death (if known)

    Contact details of claimant/trustee/beneficiary.

    To avoid unnecessary delays we will also check the policy is in force.

    In most cases we will need to see the original death certificate. If we do not need to know cause of death we can complete the verification online. Depending on the policy type and circumstances of the death, we may also need medical information or other evidence, such as Coroner's notes or Grant of Probate.

    Critical illness claims

    • Name
    • Address
    • Email
    • Contact number
    • Policy number
    • Date of birth
    • Date of claim
    • Cause of claim

    To avoid unnecessary delays we will also check the policy is in force.

    We may request medical information from your clients GP and/or specialist Consultant to assess the claim.

    Income protection claims

    • Name
    • Address
    • Email
    • Contact number
    • Policy number
    • Date of birth
    • Date of claim
    • Cause of claim

    There is specific evidence that is required for each claim which includes:

    • Written confirmation of the interview conversation will be sent to the life assured.
    • With this will be a consent form for completion and return which gives us consent to obtain medical and other information to assess the claim.
    • Medical information will be obtained from the GP and/or specialist Consultant to assess the claim.
    • Occasionally we may ask for an independent medical assessment or a home visit to gather further information.
    • We will require validation of the loss of income.

    Waiver of premium claims

    • Name
    • Address
    • Email
    • Contact number
    • Policy number
    • Date of birth
    • Date of claim
    • Cause of claim

    We may request medical information from your clients GP and/or specialist Consultant to assess the claim.

  • Contact details
    To make the claim process as efficient and easy as possible, please make sure you've got all the correct information from your client stated in the 'What we need' section.