The guide includes valuable information explaining the reasons behind why some claims are declined, with checklists to help advisers ensure the customer discloses as much detail as possible on the application form to avoid non disclosure issues.
The claims guide also helps advisers manage their customers’ expectations, ensuring they are aware of what illnesses they are covered for when taking out a protection plan.
AEGON has also made changes to its ‘Understanding Claims’ website with detailed information about the new tele-claims service which was launched in March. Early indications suggest that the tele-claims service has reduced the average time it takes to pay a claim from 10 to 5 weeks.
Commenting, Matt Rann, group head of underwriting and claims, said: “The two most common reasons for declining a claim are when an illness is not covered in the customer’s plan and in situations where the customer has not disclosed full details of their medical history.
“Helping advisers and customers understand the claims process remains a key focus for AEGON. With our new adviser help guide and updates to our claims website we aim to help further increase the number of claims we pay.”
Advisers can download the new claims guide at www.aegon.co.uk/adviserclaimsguide or visit the understanding claims website at www.aegon.co.uk/claims
