AEGON has produced a new adviser protection claims guide with the aim of further cutting instances of non-disclosure.
The guide includes 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 aims to ensure customers are aware of what illnesses they are covered for when taking out a protection plan.
AEGON also says that early indications suggest that its new tele-claims service has reduced the average time it takes to pay a claim from 10 to five weeks.
Matt Rann, AEGON’s 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.