Here’s how we helped our customers across our personal, business and group protection in 2022.
Critical illness
Terminal illness
All AIG Life
Claims 2022
Going the
extra mile
Help us help
your clients
Income protection
We want to be there for our customers if they get the news that they’re terminally ill. So, if they have less than 12 months to live, we pay out their life insurance early.
Terminal illness:
we paid 96% of claims
Life insurance
Let's talk
personal protection
Children’s critical illness
Last year, we paid
in life, terminal illness, critical illness and income protection claims. These claims helped and their loved ones with whatever challenges life had thrown at them.
Let's talk
personal protection
The last thing your client needs to worry about is paying the bills if they’re too unwell and off work. We’ve got their back – with monthly payments and access to specialist services to support their recovery.
Income protection: 90% of claims paid
Adjusting to life after a loved one’s death doesn’t bear thinking about. Between grief and the things they suddenly find themselves responsible for, it can feel overwhelming.
Life insurance: we paid 99% of claims
There are some situations where we can’t pay claims – we know that’s tough. That means there were some people we couldn’t help, which doesn’t sit right with us. And this is where you may be able to help us. By sharing with you our most common reasons for saying no, we hope we can pay more claims in the future.
Help us help your clients
A child becoming seriously ill is unimaginable for any parent. While critical illness cover can’t prevent a serious illness, it can lift some of the financial pressure that comes with it. And that’s exactly what we did.
Children's critical illness: we paid 91% of claims
Our 2022
claims story
People are at the heart of what we do. Whatever their story, we’re here when they need us.
Click on each image to the right to discover how we helped our customers in 2022.
people and their families looked after
paid
of all claims were paid
6,268
Over £378 million
95%
4,709 people
Life insurance
claims
99%
97%
96%
90%
91%
Critical illness
claims
Terminal illness
claims
Income protection claims
Children's critical
illness claims
over £131 million
3,763
Most common reasons people claimed
Last year, we paid
208 claims
Totalling over
£29 million
of those people, their diagnosis was untreatable cancer.
For 94%
Youngest person was
19 years
Average age
59 years
Much sooner than
you might think too
If you’ve had a client who’s suffered a critical illness, you’ll know that it can completely change a person’s life. And their future. We want to help reduce the stress on your clients and their family, as well as improve their quality of life.
Critical illness: we paid 97% of claims
Youngest person
Average age
24 years
50 years
Last year, we paid
in critical illness claims, giving
people the financial boost to look after themselves and
over £40 million
581
their loved ones.
The average payout was just under
£70,000
£1.5 million
The largest was
To each family
was over
And made 19 double payments when the child’s parents each had children’s CI cover with us.
£21,500
The average payment we made
Most common reasons people claimed
We helped
74 families*
£1.5 million
Paying over:
We’ll always support people in getting back to work. But what’s more important is that they get back to being their best. 40 people claiming on income protection were supported with their recovery by our rehabilitation and recuperation services.
83 people
Last year, we helped
£1.6 million
Paying in claims
Youngest person supported
22 years
41 years
Average age
It can happen to anyone
Most common reasons people claimed
+
34%
A critical illness can happen to anyone
A critical illness can happen to anyone
Cancer claims
Most common reasons people claimed
Cancer claims
Most common reasons people claimed
A message from our Managing Director of Individual Business, Nick Austin
Read more
12%
Heart attack
6%
Stroke
2%
Multiple sclerosis
2%
Parkinsons
65%
Cancer
Cancer is still the biggest cause for a critical illness claim, making up 65% of claims. Here’s a breakdown of the most commonly claimed for cancers:
+
10%
+
8%
+
Prostate
The average payment we made
Most common reasons people claimed
It can happen to anyone
Most common reasons people claimed
Every claim we pay as a protection insurer is help we provide during some of the toughest moments in people’s lives. Last year (2022), we helped 6,268 people and their families get back on their feet by providing financial, physical and mental support.
The life insurance claims that we paid took care of the funerals, the bills, the rent and the mortgages, so loved ones didn’t have to worry. The critical illness claims we paid meant individuals could focus on the fight against cancer or recover from a heart attack, instead of worrying about earning money. The income protection claims we paid meant people who had been ill with their health for some time were able to recuperate then return to work, with rehabilitation support and counselling.
Your clients want to know that their claim will be paid when they take out protection insurance. Please share the information we provide on our 2022 claims to give them comfort that we’ve got their back, when they need us.
Behind every claim is a unique story.
£204 million
Overall, we paid 96% of all individual protection claims.
The youngest
person was just
22 years
67 years
Average age of the people who died
34%
Cancer
18%
Heart
3%
Coronavirus (as a standalone condition)
15%
Respiratory condition including coronavirus
Find out more about support available for bereaved children.
Smart Health’s second
medical opinion service
real life story
Here are some ways the money has
helped families.
READ ON
22%
Cancer
11%
Death of a child
11%
Cerebral Palsy
Read our real life story
41%
Musculoskeletal
8%
Long Covid
1%
Cardiac/stroke
Across life, critical illness and terminal illness, misrepresentation was the number one reason for declined claims at AIG in 2022. And it’s time to talk about it.
Here are the most common reasons a claim was declined under misrepresentation:
Reminding your client to take extra care when providing health and lifestyle information could be the very reason a family is supported during a life-changing time.
This guide is for adviser use. Not to be shown to retail customers
34%
all declines (alcohol 28%, smoking 4%, drugs 2%)
11%
Multiple conditions
18%
Pre-existing related symptoms
Helping children through bereavement
The death of a parent or sibling is one of the toughest things a child will ever go through. The emotional impact of their death should never be underestimated. That’s why we’ve partnered with Winston’s Wish, one of the UK’s leading child bereavement charities. They’re on hand to listen to grief, act when they’re needed and know what to say when it’s time to talk.
Winston’s Wish*
Take a look at how Dave used the service
Here for your clients before, during and after a claim.
Smart Health's second medical opinion service
“Having received an expert second medical opinion about what treatment was best for me, I felt confident to proceed with the urgent surgery.”
Take a look at how Dave used the service
Dave, a fit and active 55-year-old non-smoker, was given some tough news. He was diagnosed with lung cancer. Dave needed urgent surgery to remove a 7.8cm tumour on his left lung. Being told there was a 10% chance he may not survive the surgery, he turned to Smart Health for a second medical opinion.
A sign language course for the whole family to allow them to communicate, when a child was diagnosed as deaf. Also hearing aids and specialist headbands to keep hearing aids in place.
Here are some ways the
money has helped families:
Helping the parents look for new technology to assist with their young child’s life-long insulin dependence, following a Type 1 diabetes diagnosis.
A mechanical ventilator machine for their home and any other care needs the parents may need for their child born with a severe case of Spinal Muscular Atrophy.
Toys can’t help an illness, but they can brighten up a child’s world and put a smile back on their face – even if only briefly. This is why, in most cases, we’ll look to send a little something to mark a birthday or a special occasion during or following a claim. We understand the pain of seeing a child poorly – we just want to give a little hope and comfort to all our families.
Because doing the right thing is the right thing to do.
Meet Robyn. A 39-year-old project manager who contacted us in March 2022 to let us know she’d been struggling with her health after a viral infection in November 2021. She’d been suffering with an irregular heart beat as well as panic attacks, anxiety and depression. Robyn had continued to work but following her GP’s advice, was signed off in February 2022.
As Robyn’s employer continued to pay her, there was no income protection benefit due on her claim at the end of the deferred period. We kept in touch with Robyn to see how her treatment and recovery were going.
Robyn told us she’d started medication for palpitations, anxiety and depression and that she’d received a limited number of Cognitive Behavioural Therapy (CBT) sessions on the NHS. She’d begun discussing past trauma which was affecting her mental health but her NHS sessions ended in June. Robyn felt she needed further therapy to recover, to help her return to work.
Through her income protection insurance with us, 16 trauma-focused CBT sessions were arranged via the rehabilitation support. Robyn said that one of her goals was to get back to work and she’s now started a phased return. The therapy sessions continue as she navigates her return to work, which is a great support.
Meet Robyn
Percentage of claims paid
*Winston's Wish is a national charity that's accessible to anyone regardless of their insurance policy.
AIG real life customer case study. Name and age are true.
who were unable to work
READ ON
claims, easing the financial pressure for
in life insurance
Last year, we paid
people –
helping them get back on their feet when someone they loved died.
8%
Breast
Skin
Colorectal
Watch the full video here
Smart Health is provided to AIG Life Limited customers by Teladoc Health. We want to let you know that these services are non-contractual, which means they don’t form part of the insurance contract with us. If our partnership with Teladoc Health ends, the service can be withdrawn at any time without notice.
* Source: Smart Health usage data provided by Teladoc Health, correct as at 24.04.2023
** Source: Smart Health usage data provided by Teladoc Health, based on survey of 2,839 patients, correct as at May 2021, % relates to online G
It’s been used over 72,000* times and 96% of users would recommend it to others**.
Nutrition consultations
Mental health support
Fitness plans
Online health check
Second medical opinion
24/7 online GP
Smart Health has six interconnected health and wellbeing services:
The perfect blend of services to help manage health and wellbeing, Smart Health is available to your clients and their families – all year round at no extra cost. From round-the-clock access to GPs, to personalised fitness programmes and more, your clients can find their Smart Health solution in just a few minutes.
(unlimited access to health and wellbeing services)
Award-winning Smart Health
Claire Curley,
Customer Service Claims Manager
“The Claims Support Fund is there to offer a little bit of help when people least expect it. Money from life, critical illness or income protection is often used to cover a mortgage or towards those daily or monthly costs of living. But what about the things that are often unexpected when someone is poorly? Things like hospital parking, extra heating bills or even travel costs. These are all situations we can relate to. And I’m pleased our support fund can offer that little bit of help – during or after a claim.”
Sit-stand chair
Toll road charges
Ironing service
Flights for family
Post-op bra
Our Claims Support Fund – unique to AIG – offers money towards services that support people when they make a claim. Paying up to £300 each time, there’s no limit to what it can be used for and comes on top of the payout your client or their family can get. We paid £136,000 to 478 people last year, because a little bit of help can mean so much more. Here’s how it’s been used:
We know it’s the little things that can make the biggest difference.
Going that extra mile for our customers
Help towards the cost of a sit-stand chair following the diagnosis of a degenerative condition.
Toll road charges and petrol for husband to visit his wife in hospital twice a day following coronary artery bypass surgery.
Ironing service to help with post-op fatigue.
Flights for the family from the Channel Islands to Southampton to accompany the claimant while he had treatment.
Post-op bras following a mastectomy.
*Most importantly, their little ones up to the age of 21.
11%
Down’s Syndrome
Real life story
An avid footballer at 12 and a half years old, he was diagnosed with Type 1 Diabetes in 2021. His dad Robert contacted us in January 2022 to claim on his critical illness cover. After receiving the medical information we needed, we paid 50% of Robert’s sum assured. That’s the full amount for a child critical illness claim and it doesn’t affect Robert's own cover.
Robert let us know that the money they received will pay for a diabetic sensor. This will help Oscar manage his glucose levels (he gets anxious when pricking for blood). They’ll also use the money for a specific diabetes device for sport-lovers, like Oscar.
Meet Oscar
AIG Life real customer story, 2022. The names have been changed to protect the identity of the customer and customer’s child.
CPD webinar on How to: deliver good customer outcomes.
It goes without saying that it’s important to accurately disclose all information within the application process.
Watch our expert panel discuss misrepresentation in detail, providing real life scenarios and offering their top tips on how to overcome some of those tricky conversations.
AIG Life real customer, 2022. The name has been changed to protect the identity of the customer.
Lifestyle factors
accounting for over
For adviser use. Not to be shown to retail customers.
AIG Life Limited. Telephone 0345 600 6820. If calling from outside the UK, please call +44 1737 441 820. Registered in England and Wales. Number 6367921. Registered address: The AIG Building, 58 Fenchurch Street, London EC3M 4AB.
AIG Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The registration number is 473752. EDCO 3395-0723
AIG Life real customer story, 2022. The name has been changed to protect the identity of the customer.
A 52 year old teaching assistant. Lucy got in touch with us in February 2022 as she’d been diagnosed with breast cancer. This was picked up on a routine mammogram. Lucy understood it was a Ductal Carcinoma in Situ (DCIS). This type of cancer qualifies for an additional payment of 25% of the amount she’s covered for on her Critical Illness Choices Core policy. Lucy’s breast cancer was treated with surgery.
Ten days after surgery she had a stroke. The medical information needed for her breast cancer claim allowed us to also pay the full sum assured for a stroke claim.
Lucy was overwhelmed when we called to give the news. She wasn’t expecting to receive a second payment and thanked us for all our help and support. Having the right cover in place is so important. And claim payments can make a huge difference to our customer’s lives.
Meet Lucy
27%
Diabetes Mellitus Type 1
18%
Mental health
10%
Cancer
READ ON
Here are the most common reasons a claim was declined under misrepresentation.
5%
Mental health
7%
Cardiovascular
(e.g. heart condition, raised blood pressure or cholesterol)
Last year, we paid over £131 million in life insurance claims, easing the financial pressure for 3,763 people – helping them get back on their feet when someone they loved died.
over £131 million
3,763
We know people have questions before, during and after a diagnosis. And Smart Health’s expert second medical opinion service can help. Providing access to 50,000 world-leading specialists, it gives clear and reliable answers, making sure AIG customers and their family get recommendations on diagnosis, treatment and care. On everything from minor surgery to major health concerns, like cancer and heart disease. The service can even look at pre-existing conditions too.
Our support doesn’t suddenly end once a claim is paid either.
If we pay a claim for critical illness, a customer can still access Smart Health’s second medical opinion service for three years. Their experts will be on hand to support your clients managing the after-effects of treatment.
We know people have questions before, during and after a diagnosis. And Smart Health’s expert second medical opinion service can help. Providing access to 50,000 world-leading specialists, it gives clear and reliable answers, making sure AIG customers and their family get recommendations on diagnosis, treatment and care. On everything from minor surgery to major health concerns, like cancer and heart disease. The service can even look at pre-existing conditions too.
Our support doesn’t suddenly end once a claim is paid either.
If we pay a claim for critical illness, a customer can still access Smart Health’s second medical opinion service for three years. Their experts will be on hand to support your clients managing the after-effects of treatment.