Bupa policy maturity reveals improvements

Bupa has revealed critical illness non-disclosure resulted in only 2% of payout refusals between January and September 2009.

Figures for the first three-quarters of 2009 show that a total of 11% of its critical illness claims were rejected.

The 2% figure is significantly down on 8.6% for the same period in 2008, while 9% were turned down because they did not meet the policy definition, compared to 10.6% in the same period the previous year.

Steve Casey, head of product development at Bupa Individual Protection, noted that 4% of all claims were for children, the majority of which were for leukemia, and that the largest claim paid was for £1m.

Casey put the provider’s marked improvement down to the product having another year on the books. He said: “The figures are down predominantly due to the maturity of portfolio and the Association of British Insurers statement of best practice kicking in, both of which are working well.

“We are pulling more into the mainstream range, now being similar to other longer-term providers. Technology is improving matters too, such as tele-underwriting and our online system for IFAs,” Casey added.

Bupa will also now provide appropriate early intervention and return-to-work support on all group income protection schemes with no increase to premiums. The provider is making the move following customer and intermediary feedback which will see dedicated claims assessors and nurses allocated to each case.

This will enable targeted return-to-work interventions and guidance according to individual needs. Employees will also no longer need to complete claim forms, as a nurse will phone or visit to gather details and provide support from an early stage.