Our Claims Promise
As a modern mutual our aim is to ensure we put our members’ interests at the heart of everything we do. This applies equally to the way in which we handle any claims you may need to make.
Our objective is to make your claim as simple, straightforward and pain-free as possible and, in order to help achieve this, we regularly ask for feedback from our members, should they need to contact us to make a claim.
Our promise to you should you need to make a claim is that, whether you choose to contact us by phone, email or post, the matter will be dealt with directly by a trained claims handler who will maintain contact with you throughout the process.
Our claims handling team is made up of trained specialists with an average of 10 years or more experience, so you can rest assured that they will look to make the process as smooth and efficient as possible.
All of your correspondence with us and any documents required to handle your claim will normally be processed within 48 hours however, due to the current situation surrounding COVID-19, we may take up to five working days to process your submission. A member of the claims team will ensure that you are kept up to date with the progress of your claim, and provided with guidance and information as and when you need it.
Contact us as soon as possible
You can do this easily by submitting your claim online. If you need to contact us by phone or email to discuss your claim, you will need to provide your name, address, postcode and plan number.
Complete and submit your claim form
Please complete the online claim form. If you are unable to complete this yourself, you can ask a member of our claims team for help, who will complete the form with you over the phone. Please submit your form online as soon as possible along with any other essential paperwork to support your claim. This will help us to deal with your claim promptly.
Once you have submitted your claim form, the team will be in touch via email to request any essential paperwork needed to support your claim. These documents are listed on the first page of the claims form. Please ensure that you have the documents available, this will help us to deal with your claim promptly.
Assessing your claim
When we have received your claim form and all of the supporting documents required, we will then assess your claim. This may include writing to your GP, employer or any involved parties to help us process all your information.
Keeping you up to date
Once your claim has been assessed you will be informed promptly of the outcome and all approved claims will be paid on the next available payment date, which is ordinarily the 5th or 20th of each month.
If I need to make a claim, who do I need to contact?
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.
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.
Will there be any forms to fill in?
Yes, you will need to complete our online claim form.
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.
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.
How long does the claims process normally take?
The process length of time is dependent on the type of claim. For most claims, we can make a decision within 48 hours of receiving your completed form and documents. However, there are some occasions where we will need further medical or financial evidence, which may cause slight delays in us reaching a decision.
What happens if I stop paying my premiums?
If you do not pay your premiums we will be unable to pay your benefit if you make a claim.
What evidence will you need when I need to make a claim?
We will need an original medical certificate; your last two months wage slips and latest P60, if you are employed, or your last three years accounts and tax returns if you are self-employed. We will also require a copy of your photo identity.
Will Shepherds Friendly help me get back to work?
Yes, we will endeavour to make your claims experience as stress free as possible and do anything we can to facilitate your return to work; this includes in certain scenarios us funding various rehabilitation treatments.
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.