WE ’ VE EXPERIENCED FIRST- HAND HOW IT HELPED US PAY THE MONEY TO THE RIGHT PERSON
in claims where the couple were not married and there was no will . It also helped us avoid delays of 7 months on average , faced by those claims where the policy did not have beneficiary nomination or a trust in place .
The right support Of course , the available support around and after claim is important too . We think that with more focus on this aspect of a protection provider ’ s service from regulators and advisers , claims support is changing in status from a nice-tohave to an important consideration when it comes to product selection .
IT ALSO HELPS US ADDRESS CONSIDERATIONS REGARDING VULNERABILITY
We have a dedicated Claims Specialist for every claim and our claims support service , HALO , allows us to offer the tailored support a claimant or their family needs . We work with a range of support partners to provide personal assistance to clients – including specialist neurological occupational therapy , legal , emotional and personal nurse support . In some cases , our help might take the form of a small financial contribution if this is what the claimant needs most , for instance help with parking costs or childcare while we assess a claim .
There is an important human aspect to this support . It ’ s not AI that will support somebody during a claim , but an actual person , although we recognise the role of AI in bringing about a multi-channel approach to providing support in a way that best meets the customer ’ s needs . Through HALO for example , someone with a breast cancer diagnosis can be supported by an experienced cancer nurse from RedArc , who can help with all manner of advice in dealing with the consequences of treatment such as hair loss , help direct them to other sources of advice from charities and employment advice , but also provide an independent source of reassurance .
It ’ s this focus on the person that we believe can help make sure we ’ re meeting the regulator ’ s concerns and advisers ’ demands . In terms of claims , protection needs to do what it says on the tin and pay out at time of need . But both the support available when making a claim and the post-claim support is a vital component of the package as well . We think efficiency in terms of payment and the appropriate support when it is needed should go a long way to meeting the regulator ’ s concerns while benefiting clients as well .
To find out more about Guardian ’ s 2023 claims report , visit : www . adviser . guardian1821 . co . uk / 2023-claims-report
Sources for Guardian claims : Guardian 2023 claims report , all claims with a decision made from 1 January 2023 – 31 December 2023 .
Guardian Financial Services Limited is an appointed representative of Scottish Friendly Assurance Society Limited . All products are provided by Scottish Friendly , an insurer with over 160 years ’ experience in providing financial products and services .
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