We understand how difficult and stressful it can be when it comes time to submit a claim and at Partners Life there are no surprises or shocks. We have a philosophy embedded into the fabric of the company that all genuine claims are paid as quickly and with as much empathy as possible. On the other hand for the protection of all of our clients we will simply not pay any claims that are clearly not genuine, based on the available evidence.
In circumstances where it is not clear from the available evidence whether a claim is genuine or not, our philosophy is to support the client and pay the claim i.e. if it’s grey, we will pay – we believe this is the fairest approach even though it is not necessarily followed by the wider market.
During the claims process an insurer can sometimes discover that a client failed to disclose or misstated a material fact about their health when they completed their application for cover. The penalties available to insurers in these circumstances are wide-ranging and, in our opinion, often extremely punitive to the client. While the law may allow the total avoidance of cover in these circumstances and most insurers rely on this to avoid paying the claim, the Partners Life approach is different.
We would re-assess whether that cover would have been offered and on what terms, had that material information been available at application time. Any decision whether a claim can be paid or not will then depend on this reassessment. Again we believe this is the fairest approach.
These are the commitments we make to our clients and to the advisers who service them, giving them the confidence that we will always do the right thing at claim time. To prove this is not just lip service – we have formally documented these philosophies into our policy contracts committing ourselves for the life of those contracts.