Its first annual claims report showed it paid all life and terminal illness claims, 92% of critical illness claims and 92% of children’s critical illness claims. 

This was paid out to 150 families, with around half the payout value going towards life and terminal illness claims and the rest being paid in critical illness and children’s critical illness claims. 

Guardian said the publication of its claims marked a milestone for the firm as it held itself to account for claims made on products that completed or were nearing completion after five full years of trading. 

Its recently launched products, such as income protection and life essentials, have not been included in the report. 

To offer transparency, Guardian has also revealed the reasons why some critical illness claims were declined. 

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Some six out of seven claims were refused because of misrepresentation, meaning cover would not have been offered in the first place or would have been postponed if a disclosure had been made.

In one instance, a policyholder claimed for a heart attack despite not suffering from one. 

 

Confidence and trust in Guardian’s products 

Katya MacLean, CEO of Guardian, said: “Publishing Guardian’s first claims report is a very special moment. It’s now been over five full years since we entered the protection market, and since day one our aim has been to design policies that provide certainty and support at claim. The fact that we’ve paid 100% of our life and terminal illness claims and 92% of our critical illness claims, shows that Guardian is doing what it set out to do – being there, paying claims, when our customers need us most.

“For us, claims are everything and we hope this report plays a role in providing confidence in our products and increasing trust in our industry.” 

Phil Deacon, head of claims at Guardian, added: “Publishing our first claims report is an important milestone but the thing I’m most proud of is how we’ve helped so many people. Our claims team works tirelessly to pay claims and support our customers when they need us most. We’re delighted to again be a signatory to the Protection Distributors Group [PDG] Claims Charter for 2024, showing our commitment to paying claims promptly.

“We’ve also had some wonderful adviser feedback about HALO, particularly how our bespoke support has helped policyholders and their immediate families at difficult times, and how our personal approach makes things better for advisers.” 

HALO is Guardian’s free bespoke claims support service that provides claimants and their immediate family members with access to additional medical assistance, counselling, legal services and financial support. 

Earlier this month, Guardian increased the additional payment limit for critical illness.