We aim to make a claims decision within 14 working days. This is from the date we receive your completed claims submission (including the form and any supporting documents).
If you’ve submitted your claim through eServices, you can use this to track your claims status. Otherwise, we’ll keep you informed by email.
Please 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 10 working days.
If we need additional information from you, we will let you know – either by email or via your HR if applicable.
Looking for other claim options?
If you’re looking to make a claim on any of your insurance plans/coverages, we’re committed to giving you the best possible service.