Income Protection Claims

If you think you need to claim, please call us as soon as possible. 

We will assign you a personal claims manager who will support you every step of the way.
We aim to assess every submitted claim within 5 working days.

You can submit a claim if:

  • You are unfit for work – and have suffered a loss of income due to this fact
  • You are not claiming for any condition that has been excluded from your contract, please check your policy conditions or contact the claims department for clarification.
  • Your premiums are paid up to date

Here’s all the information you need to make a claim on your Holloway Friendly policy.

How to Claim

Step 1

Contact us as soon as you think you need to claim on 01452 782 754.
In some instances we may only need to undertake a telephone interview.
Please have your policy details to hand.

Step 2

If we ask you to, please complete your claim form and collate all of your medical information, i.e. Doctors name and contact details, Statement of Fitness for Work (issued by your Doctor), details of any medication prescribed, together with your evidence of earnings.
These can be photographed/scanned and then emailed or posted back to us along with your completed claim form. Please remember to include your policy number within your email subject header if you are returning document to us in this way. Our email address is

The claim form and any other requested documents must be returned within the claim notification period relevant to your policy.

Please also have the following to hand:

  • Policy Number 
  • Evidence of earnings
  • Evidence of incapacity
  • Evidence of earnings
  • Your bank account details
  • Tax office details
  • Job description and/or contract of employment

Step 3

At this time you may wish to review our Members Assistance Programme which provides a complete support service providing access to information, counselling, emotional support and wellbeing. The service is available 24/7 and is free for all our members at all times – not just during a claim.

Step 4

Once we have received your claim form we aim to assess your claim within 5 working days. However, if we need to request further information for you or your Doctor (for example, a General Practitioners Report) this may take longer. We will keep you informed at all stages of your claim.

Further Information

  1. Assessing your claim

    • We assess claims to ensure that your circumstances are covered by the definitions in your policy.
    • We take a more common sense approach for older policies, where the terms may be less flexible than those more recently introduced.
    • We also appreciate that everyone’s circumstances are different and that things are not always straightforward.
    • If your policy has any exclusions, provisions or terms from when you took it out, we’ll explain how these may affect your claim.
    • Further medical reports may be requested from your Doctor. Once we have everything we need, we aim to process claims within 5 working days. We’ll keep in touch with you every step of the way.
    • The benefits payable under most claims are directly linked to your income before you became unable to work. Your policy will clarify what your maximum benefit is; however, reductions in payments may occur if your income has reduced since the policy was taken out.
  2. The decision

    • When we've finished our assessment of your claim, we’ll do the following:
    • Let you know if your claim has been accepted.
    • Confirm details of the payments to be made, and when you’ll receive them.
    • Claims are paid twice monthly by direct credit on the 15th day and on the last working day of each month. Your first payment should therefore arrive no more than 15 days after the first day you are due to receive benefit.
    • If you have not heard from us within one month please contact the Claims Team on 01452 782 754.
    • We’ll continue to review your claim periodically. The timing and nature of the review will be an individual decision based on your circumstances and may include examination by a healthcare professional and/or a visit from a health claims assessor representing the Society. Ongoing certificates should be received within 14 days of their expiry date else we will close your claim and the benefit payments for that period will not be paid.
    • You must inform the claims team with any changes to your circumstances which may affect your claim.
    • When you feel able to return to work we’ll explain the conditions within the policy which could provide you with partial payments (proportionate benefits) until you’re back to full health.
  3. What if I have other queries?

    • Please contact our claims team on 01452 782 754.

Claim Notification Periods

Deferred Period

Notification Period

Day 1, 1, 4 or 8 Weeks Within 14 days of the first day you are unable to work
13, 26, 36 or 52 Weeks Within 8 weeks of the first day you are unable to work

Evidence of Earnings

Please see below for the minimum requirements we need to be able to assess your claim


  • Pay-slips showing last 3 months earnings
  • Most recent P60

Company Director

  • Pay-slips showing last 3 months earnings
  • Most recent P60
  • Your last tax return
  • HMRC tax calculation


  • Your last 3 years tax returns 
  • Your last 3 years HMRC tax calculations 
  • Latest set of accounts

 We will pay a maximum of either 50% or 60% of your personal taxable earnings - or less - depending on the level of benefit your plan covers you for. If the income information submitted does not support your current benefit rate then you will be paid at a reduced level or not at all. You must advise us if your financial situation changes during your claim.

Evidence of Incapacity

  • A certificate (also known as a Statement of Fitness for Work) signed by a Doctor dated from the start of your incapacity
  • Self-certification can only be accepted from claimants whose weekly sickness benefit entitlement is not more than £50.00
  • Photocopies of medical certificates are acceptable
  • If you are self-employed Holloway Friendly will require confirmation from your doctor of the first week of your incapacity; a form is available for this purpose and is available upon request from the claims team
  • We require a copy of each medical certificate as soon as it is issued
  • If we do not receive your continuation certificate within 14 days of the expiry date on your current certificate then your claim will be closed and the benefit for that period lost

*Please contact the Claims Team straight away if you have any problem with continuation certification.*