CEO Carlton Hood talks about Guardian Financial Services 2024 Claims Report
Yesterday, I had the absolute pleasure of attending a truly memorable evening hosted by Guardian Financial Services to celebrate the release of the Guardian Financial Services 2024 Claims Report. Held at the stunning Wagtail rooftop bar in King William Street, central London, the event brought together key members of Guardian’s executive team, their new CEO Carlton Hood, and a hand-picked group of their Top 50 insurance brokers. It was an evening filled with insightful conversation, celebration, and let’s be honest some pretty enviable views of the London skyline.
Looking out over The Shard, Tower Bridge, and St Paul’s Cathedral while sipping champagne and enjoying exquisite canapés, I couldn’t help but reflect on how far the protection industry has come. Wagtail’s rooftop was a spectacular setting, one that seemed to embody the openness and aspiration that Guardian themselves were showcasing in their report. The venue itself made it easy to engage in relaxed, meaningful conversations with colleagues, peers, and some of the brightest minds in the industry. But as captivating as the setting was, the real highlight of the evening was the content of Guardian’s newly released 2024 Claims Report, and the conversations that followed.
Guardian Financial Services 2024 Claims Report: A Culture of Trust and Transparency
Carlton Hood, recently appointed CEO, kicked things off with a heartfelt statement that underpinned everything Guardian stands for: trust. He spoke candidly about how claims reporting isn’t just about sharing statistics, but about being open and honest, building confidence in clients and advisers alike. His words shared in the physical report also struck a chord with me: “At the heart of sharing claims data across our industry is one thing: trust. Trust that when it really matters, we’ll be there – doing what we said we would.”
It was clear from the report that Guardian continues to back those words up with action. In 2024 alone, they paid out an incredible £21,344,290 across 238 claims, along with 283 Premium Waiver claims. That’s not just figures on a page, that’s real people, real families, and real lives impacted by support when they needed it most.
Guardian Terminal Illness Cover That Goes Beyond the Standard
One of the most progressive features Guardian highlighted in their 2024 report was their unique definition for Terminal Illness Cover. Unlike the standard model which only pays out if the person is expected to die within 12 months, Guardian extends their pay-out to include diagnoses of incurable stage 4 cancer, motor neurone disease, Parkinson-plus syndromes, and CJD, regardless of life expectancy. As a result, 56% of the terminal illness claims paid in 2024 would not have met the standard definition elsewhere. That’s truly extraordinary.
Guardian paid £4.9 million across 32 terminal illness claims, with a pay-out rate of 94%, and only two claims declined due to misrepresentation. The average pay-out was over £153,000, a substantial and potentially life-changing amount for those affected. This kind of innovation in claims criteria is exactly what makes Guardian stand out in a crowded market, and gives me even greater confidence when recommending their policies to clients.
Clarity and Compassion in Critical Illness
Critical Illness cover also saw robust results. Guardian paid 92% of CI claims, totalling more than £9 million. They’ve clearly honed their definitions to be inclusive and easy to apply in real-life scenarios. Impressively, 81% of their CI claims were for the “big four” conditions: cancer, heart attack, stroke and multiple sclerosis, with Guardian often accepting diagnosis confirmation from a UK consultant as sufficient for pay-out, cutting down on red tape and reducing stress for policyholders during already difficult times. The average full pay-out was just over £76,000, and the highest reached £412,993. Additional and surgery-related claims were also honoured, demonstrating flexibility in the product design. There were 11 claims not paid, but again, Guardian didn’t shy away from the details, they explained their reasoning clearly, reinforcing that transparency theme.
One figure that particularly stood out to me was the 100% pay-out rate on life cover claims for the second year in a row. In an industry where many providers struggle to maintain high pay-out percentages, this is a genuinely impressive and reassuring achievement. Fifty life claims were paid out, totalling over £6.7 million, with the highest single claim reaching £379,057. The average claimant age was 52, and the causes of claim were varied, with cancer accounting for 24%, accidents and suicide 8% each, and natural causes making up the remaining 60%. As someone who works closely with clients to select suitable protection, I found this transparency both sobering and motivating.
Children’s CI Cover – Designed With Real Flexibility
Guardian’s 2024 Claims Report
One often-overlooked yet incredibly important area of protection is children’s critical illness cover, but Guardian continues to approach this with genuine care and adaptability. In 2024, they paid 100% of children’s CI claims, covering 27 cases and paying out £643,270 in total. What impressed me most is the fact that child cover isn’t just bundled in with adult plans, but instead added intentionally, giving families full control over what they need. The highest pay-out here was £100,000 with a good mix of full, additional and funeral-related claims.
An Afternoon of Great Networking
Beyond the figures and insights, one of the most valuable aspects of the evening for me personally was the chance to network. I had some fantastic conversations with other brokers from Guardian’s Top 50, exchanging ideas and reflecting on how we’ve each seen Guardian’s products deliver in the real world. I also caught up with Heena Sandhu, our brilliant Business Development Manager at Guardian, who as always was full of energy and expertise. Her support throughout the year has been instrumental to us at Oportfolio. And it was a real pleasure to speak with Laura Mitchell, Guardian’s Marketing Manager, whose vision shaped the event.
Looking Ahead
Louis Mason from Oportfolio Mortgages and Heena Sandhu from Guardian
The Guardian Financial Services 2024 Claims Report doesn’t just showcase their ability to pay, it reflects a culture of integrity, innovation, and deep empathy. It reassures advisors like ourselves at Oportfolio that we are putting clients in safe hands. And perhaps most importantly, it sends a message to families across the UK that when life takes an unexpected turn, Guardian is ready to deliver on their promise. Here’s to more evenings of inspiration, more great partnerships, and another year of putting trust at the heart of what we do. If you are in the market for some insurance, give our advisors at Oportfolio a call today. We are here to help.
