Claims stats 2025

We know that every claim we pay makes a real difference in our members lives. That’s why we take time each year to reflect on the support we’ve provided.
 
In 2025, we paid out a over £71 million in claims.

Here are some highlights:

Health insurance

• We paid 90% of health insurance claims, totalling £51.9 million - up from £41.8 million in 2024
• There were more than 16,500 new claims made by members.

Income protection

• We paid 93% of income protection claims to 1,140 members, with payments totalling £14 million
• The average age of an income protection claimant on our Income First product was 37
• Most claims lasted around a year to a year and a half, depending on the type of policy.

Life insurance 

• We paid 95% of life insurance claims, totalling more than £5.2m
• That includes over £150,000 in terminal-illness claims
• The average member age at claim was 58 for life insurance and 53 for terminal illness.

So, that’s 93% of income protection claims, 95% of life insurance claims, and 90% of health insurance claims approved and paid. 

These numbers aren’t just statistics – they represent reassurance, financial security, and support when its needed most. We’re proud to be there for our members, like you, during life’s most challenging moments. 

Our Chief Operating Officer, Suzy Esson, wanted to acknowledge this too:

“Behind every claim is a real person facing a difficult time in their life, whether it is injury, illness or loss of a loved one. The claims we paid in 2025 highlight the ongoing commitment we have to our members. 

At The Exeter, we continue to invest in modern technology to support efficient, high‑quality claims handling, but technology is only part of the picture. We also invest heavily in developing skilled, experienced claims handlers who are trusted to use their judgement, understand each member’s circumstances and provide the right level of support throughout the claims journey. Together, this enables us to deliver a claims service that is responsive, personal and focused on achieving positive outcomes for our members.”