Information for claims management companies (CMCs)

COVID-19 update for CMCs

How can CMCs get signatures from customers for their claim summary form if customers are self-isolating, or don’t have access to a scanner?

FSCS considers it reasonable for CMCs to sign the application form on behalf of vulnerable/elderly customers. Note that the application form must also be accompanied by confirmation in writing from the CMC that;

(1) their client is unable to sign the application form because they are in self-isolation and are unable to access a printer or scanner

(2) the client has read and understood the terms of the completed application form; and

(3) the CMC has their client’s consent to submit the application form on their behalf.

CMCs must also ensure they include any confirmation in writing as part of the uploaded signed claim summary form so it’s in one single file.


Submission guides

Mortgage endowment claims

Home finance claims

General Insurance and shares claims

Pension claims

PPI claims

All claims (regardless of work-stream)

It would be useful if CMCs could clearly state why any of the required supporting documentation (as outlined in the AF checklist) can't be provided/isn't being submitted with the claim.

User guide for the claim service 

CMC guide to the claim service

50% Declaration form 

Your client will need to complete this form if they're claiming for a joint policy but the co-policy holder is not contactable (i.e. following divorce).