Debbie Bolton, head of underwriting and claims strategy at AIG, said the firm lets advisers know when a claim has been received.
But she added: “It is within the claimant’s rights to keep their claim information confidential from the adviser, and we give the option of this within the signed declaration. In practice, this is exercised very rarely; I can’t remember the last time a claimant withheld their consent.
“This means that most claimants, whether they are claiming themselves due to critical illness or disability, or they are bereaved following a death, get the support and guidance they need from the financial adviser.”
Craig Paterson, underwriting philosophy and claims manager at Royal London said: “We have an opt-out option for customers when they submit a claim. This means that we will inform the adviser that one of their clients has submitted a claim unless their client asks us not to. We also let the customer know that the adviser can help them with their claim, too.”
A spokesperson for Holloway Friendly said the provider always informs advisers when complaints are made and offers various forms of support, including financial support, rehabilitation, re-training and counselling and bereavement support.
A spokesperson for Zurich also confirmed the insurer notifies advisers when clients make claims.
simon.allin@ft.com
