Our claims process
Making a claim and what to expect
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Submit your claim
Please submit this as soon as possible, along with any essential paperwork that supports your claim.
If you need any help with this, or have any questions, please get in touch:
– Call: 0800 526 249
– Email: members@shepherdsfriendly.co.ukWhen making your claim you need to provide your:
– Full name
– Address and postcode
– Plan number
– Supporting information (if you have it at this stage – don’t worry if not) -
Any extra information?
Once your claim is submitted, we’ll reach out if we need any more related paperwork. The required documents are listed on the first page of the claim form – having these to hand will help us process your claim as quickly as possible.
During this process, we may need to contact your GP, employer or any other relevant parties.
Please note: If you contact your doctor directly to get the evidence needed, instead of us, this can speed things up.
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Leave the rest to us
Once we have everything we need, we’ll fully assess your claim. We’ll keep you updated and let you know as soon as we have an outcome.
Approved claims are paid on the next available payment date (usually the 5th or 20th of each month).
During the claims process, we may need:
- A copy of your passport or driving license.
- Medical evidence – After the 7th day of your incapacity, we’ll need you to supply us with a Med3 certificate from your GP. You can upload this at the end of the form submission.
If you’re self employed, you’ll need:
- Professional accounts
- Self-assessment tax submissions for the last 3 years.
If you’re a director of a limited company, we’ll need your:
- Proof of salary paid in the 12 months proceeding the claim, along with Tax and National Insurance payments.
- Proof of any dividend income that you’ve been paid for the 12 months documented in the most recent Corporation Tax Return for the Limited Company OR your most recent Self Assessment Tax Return, provided that the dividends are consistent with the current trading position of the company.
If you’re employed, you’ll need your:
- Last two months of payslips.
- Most recent P60.
- Loss of income slip.
If you don’t have all of this available, please submit your claim to begin the process. If needed we can collect any extra information we need later on.
It is important you submit your claim as soon as you can, as late notifications can lead to claim restrictions, or in some circumstances the claim being declined.
Ready to make a claim online?
Please submit your Income Protection claim as soon as you can, so that we can start the process off.
Frequently asked questions
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When can I make a claim?
If you are unable to work due to physical or mental illness or injury, you may be able to make a claim for benefit.
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When can I make a claim if I have a wait period?
If your plan has a wait period, you can self-certify your claim in the first 7 days. This means you don’t need a doctor’s note. After those 7 days, you’ll need medical evidence for the remainder of the wait period and entire time benefits are paid.
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If I need to make a claim, who do I need to contact?
You can complete our online claims form by clicking here. Alternatively, if you need to speak to the claims team, you can call them on 0161 495 6434 between the hours of 09:00-17:00 (Monday to Thursday) or 09:00-16:00 (Friday) or E-mail – claims@shepherdsfriendly.co.uk.
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How soon do I need to notify you of a claim?
It is important you notify us as soon as possible. However, we ask for at least 14 days notice of the first expected benefit payment, unless your incapacity has prevented you from submitting your claim.
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What information will I need to give you when I contact you with a claim?
If you contact us by phone or email, we will need your contact and plan details and a full summary of your claim. If you choose to contact us online via the claims form, a list of required information and documents will be provided at the start of the form.
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Will there be any forms to fill in?
Yes, you will need to complete our online claim form.
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Will anybody be in touch with me to let me know how my claim is progressing?
Yes, of course. Once the claim form is received the claims team will contact you within five working days to advise you of the next steps.
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What is the deferred/waiting period?
Your waiting period starts on the first day of your incapacity. Benefit payments for a new incapacity will start after the expiry of your waiting period. For example, if you have a waiting period of eight weeks, benefit payments will commence in the ninth week of your continuous incapacity. You will receive no benefit payments for the duration of your waiting period. You will receive no benefit payments at all if your incapacity does not last longer than your waiting period.
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How long does the claims process normally take?
This is dependent on the type of claim. For most claims we can make a decision within 48 hours of receiving the completing claim form and other requested documents. However, due to COVID-19, there may be some delays at present and may take up to five days. On occasions we will need further medical or financial evidence, and this may cause slight delays in us reaching a decision.
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What happens if I stop paying my premiums?
If you do not pay your premiums, we will be unable to pay your benefit when you make a claim.
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What evidence will you need when I need to make a claim?
When you need to make a claim, we will need an original medical certificate, your last 2 months wage slips and latest P60 if your are employed. If you are self employed, we will need your last 3 years account and tax returns.
We will also require a copy of your photo identity.
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Will Shepherds Friendly help me get back to work?
We aim to make your claims experience as stress free as possible and do what we can to facilitate your return to work. This includes, in certain scenarios, us funding various rehabilitation treatments.
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How quickly will I receive my payments?
Once we have accepted your claim, we will make a payment to you on our next available payment date. Our payment dates are either the 5th or 20th of the month.
Our member services team are always happy to help.
You can call them on 0800 526 249.