Musculoskeletal conditions become the most common reason for Cirencester Friendly claims in 2024

12 March 2025

• 95.8% of claims paid, the same figure as in 2023
• Just over £10 million paid to Members in benefits
• 33% of claims related to musculoskeletal issues and arthritis, up from 25% in 2023
• 21% of claims related to accidents
• Average age of male claimants is 40 and female claimants 42
• 47.5% of claims were from millennials (aged 27 to 41)
• Oldest claimant 65 years old, youngest claimant 18 years old
• 95.1% of claims were made after a deferred period of four weeks or less
• Average length of claim was 62 days
• Average annual payment £4,757

Individual income protection provider Cirencester Friendly maintained their impressive claims payment record in 2024, paying 95.8% of claims, equalling the figure paid out in 2023. The total number of claims considered rose by 15%, with 1,414 income protection claims considered and 1,354 claims paid. The total amount paid to Members also rose to over £10 million.

Across the year, 60 claims were declined. More than half were declined because the claimant had continuing income, with the rest being turned down due to non-disclosure, no proof of income, another insurance policy coming into effect or unemployment.

Back, neck and shoulder pain on the rise

The most common reason for claims in 2024 were musculoskeletal conditions relating to the back, neck, and shoulders as well as arthritis. This was up significantly from 2023, overtaking accidents as the biggest single cause for claims for both male and female Members. Even in Gen Z, those aged 17 to 26, almost a third of claims (31.9%) related to these conditions. These figures reflect the findings of the British Chiropractic Association survey which uncovered almost three quarters (73%) of UK adults are struggling with back pain daily.

Women twice as likely to claim for mental health conditions than men

While musculoskeletal conditions and arthritis account for around a third of claims for both men and women, examining other reasons to claim revealed some interesting differences. Just over 10% of claims for women related to mental health illnesses, like depression. This is more than twice the rate than for men, where only 4.7% of claims were due to mental health conditions. A similar gap was noted in last year’s figures, indicating that men still struggle to seek support. A recent Bupa study found a third of men do not discuss their mental health strains with close friends or family.

Chris Mason Strategic Partnerships Manager at PRIMIS said: “We have seen significant growth in the income protection market in 2024 and a robust claims process provides customers with peace of mind. Cirencester Friendly’s transparency in publishing these statistics underscores their dedication to clarity and member support. Their consistent payout rates and responsiveness to diverse claimant needs highlights their role as a leading income protection provider in the UK market.”

Director of Customer Experience, Michelle West-Wiggins: “Our latest claims figures reflect our core objective to be there when Members need help the most. The fact that there is almost 50 years difference between our oldest and youngest claimants shows protecting your income is important no matter what age you are or what job you do. Anyone can have an accident or suffer ill health.

Almost half of claims were from millennials, who are most likely to have young families to support. They are likely to have high fixed outgoings and being unable to work for one or two months can have a severe impact on their finances, not just while they are ill or incapacitated but for years to come. Providing essential cover to pay the bills, avoiding the need to rack up significant debts, can make a huge difference to their future and protecting their livelihoods.”