It took a defibrillator to bring Lee back to life after a cardiac arrest.
However, the policy Lee took out in 2007 refused to pay out. Apparently, his policy only covers heart attacks.
To make matters worse, in 2009 the insurer decided to include cardiac arrest in all new policies. But the improvement didn’t apply to existing customers like Lee.
So, Lee was left with a pacemaker, medication for life and an outdated policy that let him down.
Lee is not alone
Source: From 1 January 2018 to 31 December 2020,
CI Expert, January 2021
We include a critical illness definition cover upgrade promise.
So if a customer makes a claim, we check it against the definitions in their policy as well as the definitions we offer to new customers, and we pay out if the claim is valid under either. It means existing customers are always guaranteed the best cover we offer.
Occasionally, we may introduce changes that we won’t automatically upgrade for free. If this happens, we’ll offer existing customers the chance to pay to add them.
For us, it’s important that existing customers are eligible for the same benefits as new customers.
So, don’t recommend the critical illness cover the portals put first, recommend the critical illness cover that puts your clients first.
To view our Critical Illness Protection definitions in detail, visit our main website.
To find out more about what makes a Guardian policy a better policy, book a product briefing with one of our Account Managers.
Simply complete our online booking form and we’ll call you back.