Aegon has launched a website and guide aimed at helping customers understand the claims process.
The ‘All about claims' website includes a glossary of protection terms and advice on filling out the initial application forms.
It also hosts the steps for making a claim and explanations into why some claims have to be declined.
The provider also created a section focusing on how it deals with non-disclosure, by using examples of the three ABI defined categories to determine whether a claim would be paid in full, partially or declined.
Matt Rann, group head of underwriting and claims at Aegon, said the provider had designed the website to make it easier for customers to understand all areas of the process.
"It includes checklists to ensure all the relevant medical information is disclosed up front and to ensure the application forms are completed in full," he says.
"One frequent misunderstanding among many customers is that they will be covered for all critical illnesses when they take out a policy.
"We want to help manage their expectations from the outset to ensure they know exactly what illnesses they are covered for," he adds.
The site and guide follow on from the guide for advisers released in April.
The customer claims website, which includes the help guide can be viewed at www.aegon.co.uk/allaboutclaims.
