For personal as well as Employee Benefits claims, we aim to make a decision within 4-10 working days. This is from the date we receive your completed claims submission (including the form and any supporting documents).
Once we receive your claim application, personal claims applicants will receive an email notification from us, just so you know the process has started. For Employee Benefits claims, we’ll communicate through your HR team.
Do bear in mind that occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need.
When we approve claims, we then aim to pay within 2-3 working days.