British Friendly Publishes Claims Settlement Data

It’s good news on claims from British Friendly, here are the details;

British Friendly reduced its average claims decision time to eight days in 2025, down from nine days in 2024, as the mutual continues to focus on improving service delivery for members and advisers. For low-risk cases, the provider’s new Fast Track process is now enabling claims to be settled within 48 hours, while over 70% of all claims were paid within 30 days during the year. Average call wait times also remained low at 78 seconds (down from 90 seconds in 2024) and the provider confirmed it is meeting the standards of the PDG Claims Charter.

Over £4.9m paid in 2025

During 2025, British Friendly paid £4,913,964 across Income Protection and value- added services, with 88.61% of claims (965 out of 1,089) paid. More than half (54%) of declined claims were due to misrepresentation including some fraudulent claims. Payments comprised:

• Income Protection £4,796,085
• BF Care £62,440
• Fracture Cover £14,500
• Back to Work Rehabilitation Support £40,938

Musculoskeletal remains the most common claim

Musculoskeletal conditions continued to dominate claims experience, accounting for 57.51% of accepted claims. Claimants ranged in age from 18 years, one month to 69 years, nine months.

The leading causes of claims in 2025 were:

• Musculoskeletal (including hip & knee) 57.51%
• Surgery 9.43%
• Chest/Lung/Nose/Throat 6.11%
• Mental illness 5.28%
• Cancer 4.97%

Emma Thomson, Chair, PDG, said:

“Paying income protection claims quickly is so important due to the need to replace lost income. We are delighted with the fantastic work British Friendly has done to speed up the claims process and as a result now meet our Claims Charter criteria.”

Maxine Jannetta, Head of Claims at British Friendly, said:

“Building on our 2024 tele-claims service, in 2025 we’ve introduced a fast-track process for certain illnesses or injuries, helping members access financial support even faster. Each member continues to receive guidance from a dedicated Claims Manager, with rehabilitation support where needed. Combined with our Value-Added Services, and optional Fracture Cover and Children’s Critical Illness Cover, our Income Protection package remains comprehensive and supportive. We are excited to continue delivering timely support and care to our members in 2026.”