Despite the significant rise in total claims paid, the number of new health insurance claims remained broadly stable. Members made more than 16,500 new claims in 2025, compared with around 16,700 in the previous year. This suggests that while claim volumes held steady, treatment costs have jumped sharply over the year.
Main causes of claims
According to the insurer, the most common reasons for health insurance claims tend to fall into two main areas:
Musculoskeletal and connective tissue conditions (like back pain or joint problems).
Cancer-related treatments and care.
Not only does the above highlight how common these conditions are, it shows the increasing demand for faster diagnosis and treatment for these conditions through private healthcare.
For many people, the priority is avoiding long waiting times on the NHS. Accessing treatment privately can offer quicker appointments, faster diagnoses and, in some cases, earlier treatment. That can make a real difference when you’re dealing with ongoing pain or a serious condition.
Focus on service and continued investment
Suzy Esson, chief operating officer at The Exeter, said the figures reflect both the human impact of claims and the importance of support throughout the process: “Behind every claim is a real person facing a difficult time in their life, whether it is injury, illness or loss of a loved one.
“We continue to invest in modern technology to support efficient, high-quality claims handling, but technology is only part of the picture.”
She highlighted the importance of experienced staff in delivering a more personal service. The company’s claims handlers are trusted to use their judgement and provide tailored support throughout the claims journey by taking the time to understand their customer’s individual circumstances.“ Together, this enables us to deliver a claims service that is responsive, personal and focused on achieving positive outcomes for our members,” she said.
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