Here’s how we helped our customers across our individual, business and group protection in 2023.
Critical illness
Terminal illness
All AIG Life
Claims 2023
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 95% 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: 88% of claims paid
Adjusting to life after a loved one’s death doesn’t bear thinking about. Between grief and the things people suddenly find themselves responsible for, it can feel overwhelming.
Life insurance: we paid 99% of claims
Trusts – just as important as the insurance
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 99% of claims
Our 2023
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 2023.
people and their families looked after
paid
of all claims were paid
6,900
Over £394 million
94%
5,216 people
Life insurance
claims
99%
95%
95%
88%
99%
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
212 claims
Totalling nearly
£29 million
of those people, their diagnosis was untreatable cancer.
For 96%
Youngest person was
22 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 95% 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
nearly £38 million
617
their loved ones.
The average payout was just over
£61,000
£500,000
The largest was
To each family
was over
And made 11 double payments when the child’s parents each had children’s critical illness cover with us.
£21,000
The average payment we made
Most common reasons people claimed
We helped
73 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. Which is why 22 people claiming on their Income Protection were supported through their recovery by our rehabilitation and recuperation services.
110 people
Last year, we helped
£2 million
Paying in claims over
Youngest person supported
26 years
42 years
Average age
It can happen to anyone
Most common reasons people claimed
+
36%
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
8%
Stroke
3%
Multiple sclerosis
2%
Parkinson's Disease
61%
Cancer
Cancer is still the biggest cause for a critical illness claim, making up 61% of claims. Here’s a breakdown of the most commonly claimed for cancers:
+
6%
+
5%
+
Lung and thyroid
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.
£206 million
Overall, we paid 95% of all individual protection claims.
The youngest
person was just
27 years
68 years
Average age of the people who died
32%
Cancer
17%
Heart
4%
Stroke
13%
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
30%
Cancer
12%
Death of a child*
8%
Heart surgery
Read our real life story
33%
Musculoskeletal
4%
Heart conditions
4%
Gastrointestinal conditions
Meet Ms Jenkins
This guide is for adviser use. Not to be shown to retail customers
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 56-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.
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 send a little something to mark a birthday or a special occasion during or following a claim. Everything from teddy bears or Spiderman for little’uns to gift cards for those a little bit older. We understand the pain of seeing a poorly child – 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
Rose* is a 42-year-old self-employed company director who began to suffer from irregular and painful menstruation. She was seen by a gynaecologist who referred her for a routine operation to remove a small growth. Shortly after the operation, Rose became extremely unwell with severe pain, nausea and vomiting. Investigations found surgeons had unintentionally perforated her uterus and small bowel during the procedure. This lead to a severe infection in the peritoneum (the outer membrane of the abdominal cavity) and sepsis.
Rose’s condition required further surgery to close the perforation and a hospital inpatient stay while she recovered from the infection. During this time, Rose turned to her Income Protection policy with us, which covered her if she was unable to do her own occupation after eight weeks. She received a payment to help with her self-employed lost earnings while she remained in hospital. Rose has now made a full recovery and is back to full health.
Meet Rose*
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.
4%
Breast
Skin
Prostate
Watch the full video here
* Source: Smart Health usage data provided by Teladoc Health, correct as at 11.03.2024
**Source: Smart Health usage data provided by Teladoc Health, based on survey of 4,488 customers, correct as at March 2024, % relates to online GP
It’s been used over 100,000 times* and 95% 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,
Head of Claims - Customer Services
“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, toiletries, 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.”
Recliner chair
Treadmill purchase
Travel for treatment
Bathroom conversion
Our Claims Support Fund – unique to AIG – offers money towards services that support people when they make a claim. Paying up to £500 per claim, 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 know it’s the little things that can make the biggest difference.
Going that extra mile for our customers
A payment for a recliner chair so our customer could sit comfortably in the living room and spend time with their family.
Helped towards the cost of a treadmill so our customer could walk and exercise to aid their recovery from surgery.
Contribution to travel costs from England to Northern Ireland for treatment.
Helped towards converting a downstairs bathroom into
a wet room.
Up to the age of 21
4%
Child in intensive care
Real life story
Claudia* is a 14-year-old whose parents first needed the help of our Children’s CI Hospitalisation benefit in 2022 following a battle with anorexia nervosa. Unfortunately, Claudia’s health continued to deteriorate to the point where she was admitted to a children's psychiatric hospital.
During her inpatient treatment, Claudia was diagnosed with pervasive arousal withdrawal syndrome (PAWS), a condition that causes severe social withdrawal, anxiety and refusal of treatment. Her situation was so serious that she needed round-the-clock hospital care and to be fed through a tube.
Under her parents' policy, Claudia’s condition was covered by our Severe Mental Illness definition. We were able to pay the full Child CI benefit to Claudia’s parents, to help with her long-term care needs when she leaves hospital. We were also able to pay from our Claims Support Fund to help with some of the expenses Claudia’s parents had during her stay in hospital.
Meet Claudia*
* AIG Life real customer stories, 2023. The names have been changed to protect the identity of our customers and their child.
AIG Life real customer story, 2023. The name has been changed to protect the identity of our customer.
Ms Jenkins* had a single-life insurance policy with AIG and she sadly died in 2023. Her partner got in touch with us to start the claim.
Ms Jenkins’s policy wasn’t placed in trust and she didn’t leave a will. As Ms Jenkins and her partner weren’t married, the legal Next of Kin was Ms Jenkins’s four children, one under the age of 18. As a result, probate was required to pay this claim. Probate can’t be waived when any of the legal Next of Kin are under the age of 18 as there’s a risk of reclaim when those children turn 18.
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 3395-0624
*AIG Life real customer story, 2023. The name has been changed to protect the identity of our customer.
a 44-year-old self-employed estate agent, had a life-changing accident. He was taking photographs of a house using a camera attached to a telescopic pole when the pole came into contact with overhead power lines – electrocuting Paul with a high voltage. He survived but was badly injured.
Paul was rushed to hospital and placed in a coma while doctors battled to save his life. The electrocution resulted in many injuries including third degree burns to both arms and legs. Paul also developed severe sepsis and kidney failure while in hospital. Despite many rounds of surgery to save his limbs, the damage to his left arm was so severe that doctors had no option but to amputate below the elbow. Following this life-changing accident, Paul now has a prosthetic arm to help him with daily life, and requires support with his personal care.
Paul's situation was covered by his Critical Illness insurance with us under a wide range of definitions: Third Degree Burns, Coma, Loss of Limbs, Severe Sepsis, Kidney Failure and Loss of Independence. We were able to pay the claim in full.
Paul was thankful to AIG Life for paying the claim quickly and glad to have this financial support when he needed it the most. Having the right cover in place is so important. Claim payments can make a huge difference to our customers’ lives.
Paul*,
19%
Diabetes Mellitus Type 1
19%
Mental health
9%
Cancer
READ ON
This customer story highlights the importance of placing policies into trust.
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 £135 million
4,204
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.
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
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 send a little something to mark a birthday or a special occasion during or following a claim. Everything from teddy bears or Spiderman for little’uns to gift cards for those a little bit older. 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
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.
Helping the parents look for new technology to assist with their young child’s life-long insulin dependence, following a Type 1 diabetes diagnosis.
*AIG Life real customer stories, 2023. The names and images have been changed to protect the identity of our customers and their child.
Nova* had a Wilms (kidney) tumour. She was missing a lot of school because of surgery. Her family asked if we could send her a voucher towards an iPad so she could keep up with school work.
Meet Nova
Billy* was diagnosed with septic shock. He’s a big football fan so we sent him a personalised blanket with his name and his favourite football team.
Meet Billy
In 2023, we increased the amount we pay from the Claims Support Fund from a maximum of £300, and we now automatically pay it for all valid terminal illness claims – understanding the expenses associated with a terminal diagnosis and end of life care. We paid almost £173,000 to 522 people last year. Because a little bit of help can mean so much more. Here’s how it was used:
A recliner chair to enable the claimant to sit comfortably in the living room and spend time with family.
Toll road charges
READ ON
Here are the most common reasons a claim was declined under misrepresentation.
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
This guide is for adviser use. Not to be shown to retail customers
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.
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.
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.
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.
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
5%
Mental health
(e.g. heart condition, raised blood pressure or cholesterol)
7%
Cardiovascular
11%
Multiple conditions
18%
Pre-existing related symptoms
all declines (alcohol 28%, smoking 4%, drugs 2%)
Lifestyle factors
accounting for over
34%
Here are the most common reasons a claim was declined under misrepresentation:
We all want claims to be paid quickly. So
As there was no trust or will in place, and the couple were not married, probate was required before the claim could be settled.
If a trust had been put in place, the claim could’ve been paid to Ms Jenkins’ beneficiaries as soon as it was accepted.
We’ve paid £10,000 under our Funeral Pledge for this claim. This means we’ve at least been able to help the family in some way while we wait on probate.
*AIG Life real customer story, 2023. The name has been changed to protect the identity of our customer and their family
*Today’s Wills and Probate, April 2024 - www.todayswillsandprobate.co.uk/probate-applications-remain-almost-unchanged-data-reveals
help your clients understand
the need for a trust by sharing our guide to trusts with them.
Colorectal
10%
+
Smart Health is provided to AIG Life Limited customers, their partners and children up to the age of 21 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.
*Maximum payment of £5,000
Smart Health is provided to AIG Life Limited customers, their partners and children up to the age of 21 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. Whether your client needs help coping with stress, anxiety, depression or they’re just not feeling themselves, Smart Health can help. Your clients can benefit from up to four therapy sessions with a psychologist who’ll work with them to recommend the right coping strategies.
We all want what’s best for the people we care about. Making sure your client’s life insurance policies are written in trust is a great start. Understanding why they’re not only useful but key to a smoother claims process is the first step.
Putting life insurance into trust means we can get the money to your client’s beneficiaries quickly. If a trust isn’t used, this can mean insurance companies need to wait for the Grant of Probate (or Grant of Letter of Administration for those who die without a valid will) before being able to pay the money. Waiting for probate is something that, in most circumstances, can be avoided. The average wait to complete probate is nearly 14 weeks. For digital probate, it’s still nearly eight weeks*.