Aviva saw a similar proportion of income protection claims in 2022 as a result of mental health. Indeed, mental health conditions were the most common reason for an income protection claim, comprising three in 10 claims (30 per cent).
Aviva’s claims data also shows its longest income protection claim has been paying out for more than 35 years and counting, with the policyholder having claimed for mental health and received more than £415,000 through monthly benefit to date.
The income protection claim process
An income protection claim would require details such as confirmation of a medical condition, date of onset, the date that the customer was first unable to work, the severity of the symptoms and how the condition prevents the customer from being able to carry out their work, says Banks.
But for a mental health income protection claim, he also says that no specific additional evidence is required.
Farrell says that at LV, an assessor discusses the claimant’s individual circumstances with them over the phone to understand what supporting evidence may be needed to assess the claim, as well as what support can be offered to the policyholder.
Gilchrist speaks of a similar approach to claims at Royal London, where an income protection policyholder has the option of speaking to somebody on the phone or completing a form.
The latter would involve the policyholder answering standardised questions, while the teleclaims approach would feel more like a conversation, from which the claims specialist would extract the necessary information.
“We’re just trying to get the individual to tell their story,” Gilchrist says. “So showing a bit of compassion and respect around how they want to tell us what’s going on, and just trying to be sympathetic as they go through.”
Added-value services for mental health
Besides income protection, added-value services that are typically also available to critical illness and life cover customers will often support policyholders without the need to make a claim.
“‘Zurich support services’ is available to all our customers and their families,” says Hamilton. “This gives them support at any time during the policy. They don’t have to have a claim underway to access help.
“People can access support for any personal, mental health or emotional issues such as bereavement and loss, addiction or depression and anxiety. This includes swift access to free, professional counselling, either virtually or face-to-face, depending on customer needs.”
At Royal London, Gilchrist says the provider’s “helping hand” support service is available to income protection, life insurance and critical illness cover policyholders.
As well as a mental wellbeing app, Gilchrist cites access to RedArc. “You get a nurse adviser… [who] will go through setting up and helping with a clear structure of how you get yourself well and fit again,” she says.
