Aegon has released a new protection claims guide with the aim of reducing non-disclosure and helping advisers manage their clients' expectations.
The guide includes information about why some claims are declined and checklists to help advisers ensure the customer discloses as much detail as possible on the application form.
It also hopes to ensure customers are aware of what illnesses they are covered for when taking out a protection plan.
Industry-wide figures released earlier show that critcal illness claims approvals and non-disclosure rates both improved last year.
The provider has also added information about its tele-claims service to its ‘understanding claims' website.
Matt Rann, group head of underwriting and claims, says: "The two most common reasons for declining a claim are when an illness is not covered in the customer's plan and in situations where the customer has not disclosed full details of their medical history.
"Helping advisers and customers understand the claims process remains a key focus for us.
"With this guide and updates to our website we aim to help further increase the number of claims we pay."
The guide is at www.aegon.co.uk/adviserclaimsguide.
