Our annual check-up. Critical illness claims statistics For advisers only 1

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1 Our annual check-up Critical illness claims statistics 214 For advisers only 1

2 A picture of confidence We 94% of critical illness claims in 214 We re in business to pay claims. And in an industry like ours, claims statistics are important. They help to reassure you that if your clients ever have to make a claim, they ll be. And regardless of the outcome of a claim, our Helping Hand service gives them practical and emotional support for no extra cost. We re always looking at ways to improve the cover we offer. 88% of the critical illness claims we in 214 were for only 5 reasons (cancer, heart attack, stroke, children s critical illness and multiple sclerosis). We want to make things easier for clients and pay more claims so we provide wide definitions for these conditions. Making sure they still go beyond the ABI standard. 5k to a 45-year-old housing officer who was diagnosed with myeloma 1 years after their policy started. 12k to a 28-year-old civil servant who was diagnosed with multiple sclerosis. 1

3 88% 47 5% REJECTED FOR NOT MEETING THE DEFINITION 1% AT REJECTED FOR MISREPRESENTATION TOP 5 REASONS FOR CLAIM 62% 47% 53% CHILDREN S CI 5% 84k AVERAGE PAYOUT 367k AVERAGE PAID EACH DAY 9k 134m HIGHEST PAYOUT TOTAL PAID MULTIPLE SCLEROSIS 3% Source: Bright Grey and Scottish Provident claims (1 January to 31 December 214). Bright Grey and Scottish Provident are Royal London's UK intermediary protection businesses. We have a shared approach to claims, so the statistics we show cover both brands. 32

4 Critical illness breakdown 56% chance of one person in a group of 4 all aged 3 being diagnosed with a critical illness during their lifetime. (Source: GenRe, March 215). 3

5 Critical illness breakdown Breakdown of the definitions claimed for All claims Male Female Cause of CI claim % of claims % of claims Age at claim (average) Months in force before claim (average) Cancer 989 9,461,246 41% 43 38,581,424 59% ,879, Heart attack ,396,894 92% ,341,287 8% 16 1,55, Stroke 91 7,915,5 71% 65 6,59,719 29% 26 1,45, Children s CI 73 1,42,527 59% ,172 41% 3 548, Multiple sclerosis 52 5,48,351 23% 12 1,49,342 77% 4 3,639, Coronary artery by-pass grafts 43 3,724,533 91% 39 3,452,437 9% 4 272, Parkinson s disease 29 2,618,986 79% 23 2,271,696 21% 6 347, Benign brain tumour 27 2,34, , ,271, Heart valve replacement or repair 18 1,326, ,326, Angioplasty ,585 83% 1 54,33 17% 2 22, Open heart surgery 8 684,63 63% 5 348,36 37% 3 335, Ductal carcinoma in situ 8 61, , Bacterial meningitis Major organ transplant , , , , ,23 2, Cancer - 62% Children s CI - 5% Motor neurone disease Kidney failure Other ,929 41,77 2,374, % , ,911 2,293, % ,966 76,166 81, n/a n/a Heart attack - 12% Multiple sclerosis- 3% Stroke - 6% Other - 12% ,968,464 53% ,63,234 47% ,365,

6 Cancer claims in detail Cancer is the single biggest critical illness risk we all face. Cancer Research UK estimates that 1 in 2 people in the UK born after 196 will be diagnosed with some form of cancer during their lifetime. (Source: Cancer Research UK, Febuary 215) There are more than 2 types of cancer, but 32% of our cancer claims were for breast cancer Site of cancer Breast Bowel/colo-rectal Skin Prostate Lymphoma Testicular Brain Leukaemia Lung Kidney Cervical Throat/tonsils Thyroid All claims Male Female ,787,925 7,861,942 8,619,659 4,842,622 5,46,778 4,46,971 3,712,396 3,854,769 1,376,552 2,24,399 2,534,51 1,89,762 1,653,336 % of claims 57% % 1 56% 72% 54% 63% 83% ,431 3,897,22 3,874,172 4,842,622 3,733,113 4,46,971 2,137,967 2,585, ,886 1,627,172 1,481,689 52,66 % of claims 1 43% 6 35% 44% 28% 46% 37% 1 17% ,68,495 3,964,74 4,745,487 1,673,665 1,574,429 1,269,643 66, ,226 2,534,51 49,73 1,133,27 Ovarian 18 2,16, ,16,238 Womb 12 98, ,945 Pancreas , , ,678 Other ,298,12 67% 74 8,143,794 33% 37 3,154,218 Grand total 989 9,461,246 41% 43 38,581,424 59% ,879,822 5

7 by age It can happen to anyone 24 was the age of the youngest person who claimed in 214 Over 1/3 of the critical illness claims we were for people under 45. People often think they re too young to need protection, but these claims show there s no ideal age to buy it. Age of group Under to ,561,681 16,82,48 4 to ,626, to ,55,259 Under 35-6% 5 to 54-18% 5 to ,214,5 35 to to 44-19% 45 to 49-24% 55 to 59-15% 6 to 64-5% 65 and over - 2% 55 to 59 6 to and over ,896,478 4,495,62 2,12,38 Please note that these figures exclude children s CI claims. 6

8 Helping Hand More than just the money Our Helping Hand service offers your clients practical and emotional support from the day their plan starts, at no extra cost. Whether they claim or not. What s more, their families can use it too (spouse or partner and children). Helping Hand gives you the chance to show the value of quality cover through positive outcomes. And it s a great way for you to show the value of your advice and exceed your clients expectations. When people suffer an illness, injury or bereavement, money worries can add to the pressure. But the emotional impact often hits them first. So we include Helping Hand with every menu and relevant life plan to help your clients and their families cope with the devastating effects of critical illness and death. And because it gives them what they need, when they need it, they can use it for as long as they need it too. 89% of the people we referred in 214 after a critical illness claim used Helping Hand (source: RedArc service analysis, 214). 317k to a 36-year-old anaesthetist who was diagnosed with breast cancer 2 years after the start of their policy. 7

9 CASE STUDY Teri s story CASE STUDY Steve s story The stories behind the numbers We discovered how much a service like Helping Hand was needed by listening to people who had been through a serious illness or the death of a loved one. Once you find out more about the people who have been supported by our unique service, it s easy to understand just how valuable it is. We re here for your clients. If they do make a claim and they want to use Helping Hand, they ll get their own personal nurse adviser to help them get their life back on track as quickly and easily as possible, no matter what their situation. For many people, that s just as important as the money. 88k to a 55-year-old landscape gardener who had a stroke 2 months after the start of their policy. Teri s life was turned upside down when her husband Frank had a motorbike accident. He spent 6 weeks critically ill in hospital, being treated for injuries to his brain and spine. The situation couldn t have been much worse. However, the one saving grace was that 2 years before his accident Frank had taken out critical illness cover. The payout helped the couple pay off their mortgage and gave Frank the time he needed to return to work successfully, at his own pace. Through Helping Hand, Frank also benefited from practical and emotional support from a personal nurse adviser. The personal nurse adviser felt Teri needed some help too. So she arranged for her to have 6 sessions of aromatherapy massage. Teri says It helped me cope with the stress of caring for my husband and our 4-year-old son. For Teri, Helping Hand meant: Immediate support in a crisis Practical tools to relieve symptoms Support for the family Help to prepare for the future As a firefighter, keen cyclist and father to 2 young children, Steve wanted to get back on with his life as soon as possible following a ruptured Achilles tendon and 1 weeks in plaster. But he faced a 6 to 8 week wait for physiotherapy on the NHS. Then he remembered the Helping Hand service which was part of his Life and Critical Illness Cover with Bright Grey. I knew I couldn t make a claim, but I wondered if Helping Hand could help me. His personal nurse adviser put him in touch with a specialist rehabilitation physiotherapist close to where he lived, and this meant the next stage of his recovery could start straightaway. Even though Steve didn t make a claim, he got 8 sessions through Helping Hand to bridge the gap until his NHS physiotherapy could take over. This made a huge difference to me and my family, says Steve. For Steve, Helping Hand meant: Proactive suggestions Treatment he didn t need to pay extra for Support when he needed it A speedier recovery 8

10 Our claims process If you need to make a claim on behalf of your client, these are the steps you need to take: 1 Phone us on to register the claim. *These are the documents we might ask for when you make a claim on behalf of your client: 2 3 We ll send you a claim form. Once you receive the form, you or your client should fill it in and send it back to us with any other documents* we ask for. You ll have a single point of contact throughout the claim. We ll give you their name and contact details. And a personal nurse adviser will call the claimant or affected person immediately. Make sure your client continues to make payments for their plan. The birth, marriage or death certificate of the person covered Any other evidence of a change of name Evidence of income of the person covered Medical evidence to support the claim 458k to a 37-year-old account executive who was diagnosed with malignant melanoma. 9

11 Why choose Bright Grey? With us, protection is always personal We re protection specialists. So we spend our time and energy focusing on the protection market. Our job is to give you and your clients the best products and service we can, to make it easy for you to do business with us and to make sure we meet the needs of your clients, every time. Service We ve made excellent service a key part of our proposition. Every application is managed by your own dedicated case manager, and our service teams are committed and experienced. We re in business to pay claims, so our claims experience is very important to us. Publishing claims statistics helps you and your clients understand the illnesses we cover, the definitions we work to, and the way our claims process works. Awards Our awards help you to see where we re doing well and give you an idea of adviser support and feedback for the work we do. We think that s important when you re making decisions about what products and covers are best for your clients. 1

12 We re in business to pay claims T F E A 2 Queen Street, Edinburgh, EH2 1BG W To find out more, get a digital copy of this document, or to quote and apply online go to Bright Grey is a division of the Royal London Group, which consists of The Royal London Mutual Insurance Society Limited and its subsidiaries. The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The firm is on the Financial Services Register, registration number It provides life assurance and pensions and is a member of the Association of British Insurers and the Association of Financial Mutuals. Registered in England and Wales number Registered office: 55 Gracechurch Street, London, EC3V RL. 12 PC1896A.515

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