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Mental health

Good Practice Guide

Publication date:

09 October 2020

Last updated:

19 November 2020


James Moorhouse

How claims professionals can provide a more inclusive service for customers living with mental health conditions.

According to the Association of British Insurers (ABI), mental health is the most common cause of claim on income protection policies in the UK. Mental Health UK also state that one in four people in the UK are likely to be affected by a mental health issue in any given year, with this number likely to be significantly affected by the impact of the coronavirus pandemic in 2020. With a strong correlation between mental health and financial health, living with a mental health condition can make it challenging to manage money.

In a recent survey, Mental Health UK discovered that 18% of people bringing a claim under income protection policies were not told how the answers they gave when making their claim would inform the result of their claim.

When making an insurance claim, the type of loss can vary, just as much as the circumstances behind the loss and how the customer is coping. Therefore, it is important to be mindful that those who experience poor mental health may need extra support during the claims process. The type of claim experienced can trigger stress and making a claim can also be a stressful experience for a customer. This will be the true test of how they will value their insurer.

This Good Practice Guide explores ways claims professionals can provide better support to customers experiencing poor mental health conditions during the process of a claim through the following:

  • Understanding mental health conditions
  • Providing a service
  • Post-claim care
  • Good practice tips


Read the full Good Practice Guide HERE

This document is believed to be accurate but is not intended as a basis of knowledge upon which advice can be given. Neither the author (personal or corporate), Society of Claims Professionals or Chartered Insurance Institute, or any of the officers or employees of those organisations accept any responsibility for any loss occasioned to any person acting or refraining from action as a result of the data or opinions included in this material. Opinions expressed are those of the author or authors and not necessarily those of the Society or Chartered Insurance Institute.