Skandia is to change the way it reports its critical-illness claims statistics to bring it in line with the rest of the industry.It was attacked earlier this year for claiming to have a zero per cent unpaid claims for non-disclosure record. Now it admits that the way it collated claim data was flawed and it paid out on 85 per cent of claims last year. Protection marketing manager Alison Turner-Holmes says: “We were being a bit over- zealous. When someone rang up to say that they might have a claim, we were recording it. This was an additional column we called ‘Not proceeded with’ but a claim was never actually filed. We have removed this and now around 85 per cent of claims are being paid. We were not doing this to be the best in the market, we just want to be clear about what we are paying.” Skandia is also looking at making remuneration more flexible for advisers selling protection and is looking at offering trail instead of up-front commission or a combination of the two.