1. Notify us of your claim
If you need to claim, please tell us as soon as possible by completing the claim notification form:
Claim notification form
We understand there might be times when a call is not appropriate for you, so please don’t worry, we can send you a claim form to complete. Please let us know your preferred option when you contact us.
If you prefer to speak to someone, call us on 01452 782 754.
We're here Monday-Friday 9am to 5pm.
2. One of our claims specialists will call you
One of our experienced claims assessors will then call you at a time that is convenient to you and talk through with you the information that we need to proceed with your claim.
Our tele-claim service allows you to share with us your circumstances and helps us to immediately understand your situation.
A decision will be made as quickly as possible; sometimes this may be instant or sometimes additional information will be needed.
We will explain everything in detail, and let you know what information is needed, if any, to move your claim to the next stage.
3. Understanding your claim
Following your telephone call with one of claims assessors, a summary of what you have shared with us will be sent to you to check, sign and return to us together with any additional information we have asked you for.
This is so we have all the correct information to process your claim as quickly as possible.
We will provide you with a pre-paid envelope for your convenience but we are also happy to receive the information electronically via email if this is more convenient for you.
Alternatively, if you asked for a claim form to be sent to you for completion, please complete and return the form to us using the pre-paid envelope.
4. Supporting you
Our team will provide you with all the support you need during the initial call and throughout your claim journey. They can answer any questions you have and are well-equipped to deal with any sensitive issues. You can be sure your details will remain confidential at all times.
Paying your claim
When you make an eligible claim we'll make sure that you are paid every two weeks, in arrears, by direct credit into your bank account for as long as your claim continues.
Staying in touch
During your claim we'll stay in touch with you, to check on your progress and offer support. You'll have a direct line so you can speak to a member of the team straight away.
Members Assistance Programme
You may also find our Members Assistance Programme useful – it’s a complete support service that offers free counselling, information and advice to all our members. They can be contacted on Freephone number, 0800 484 0818, 24 hours a day, 365 days of the year. This service is provided by a third party.