A closer look at a children’s cover claim with Guardian

When my client first came to me, she was simply looking for life cover for herself. She wasn’t thinking about critical illness, hospital stays, or anything beyond the basics, she just wanted the peace of mind that her family would be looked after if the worst happened.

Like many people, she was on a budget. And, like many parents, she was trying to balance a thousand responsibilities. We set up a policy that met her needs and stayed within what she could afford.

But life has a way of surprising you. And just over a year later, she found out they were expecting their third baby. She was excited, hopeful, and determined to make sure everything was in place for her growing family. We met again to review her protection. During that conversation, I suggested adding children’s critical illness cover.

It wasn’t an easy decision, every pound of her budget mattered. But when I explained that with Guardian for just over £2 a month, she could have £10,000 of protection for all her children – including the one on the way – she changed her mind. “Let’s do it,” she agreed. She wanted to know that no matter what happened, her children would have a safety net, even if it was small.

Fast forward to after the birth of her daughter. As she grew, they noticed a few things that made them question her development. Doctors suspected cerebral palsy, though it hadn’t been formally diagnosed. Understandably, my client was anxious and unsure of what to do next. She didn’t know what the future would hold.

I immediately contacted Guardian to see if we could explore a claim. They were incredibly transparent and explained that, technically, the policy had been in force for less than 9 months before the child was born, meaning a claim might not be considered under the existing terms. Either way, my client waited for a formal diagnosis for their child. Once they had that, we formally notified Guardian of the claim.

After careful consideration, they agreed to proceed with the claim, on the understanding that if the client had picked this policy because they knew in advance of taking the policy out about the child’s condition, this would be addressed under the pre-existing condition clause in the terms and conditions.
It was a moment that reminded me why I recommend Guardian to my clients. They’ve always made decisions based on the right thing to do.

The claims process itself was smooth and supportive. My client was able to provide the medical evidence needed, and Guardian requested a GP report to help move things forward. Around the same time the claim was being processed, my client’s car broke down. Without it, getting their daughter to her therapies and swimming classes, which were vital for her development, was impossible.

When Guardian paid the claim quickly, my client cried. She told me, “It means I can replace the broken car. I can take her to her therapies. I can keep helping her get stronger”. For her, it wasn’t just money, it was hope.

What impressed me most was the level of care Guardian showed throughout. Their claims specialists treated the family with such care and empathy. They called, they listened, they explained, and they never made the process feel cold or transactional. They also offered emotional and practical help through RedArc and Guardian’s HALO claims story, which became a real source of comfort for my client.

Not long after the claim was paid, Guardian removed the 9-month exclusion altogether. Thanks to their cover upgrade promise, that improvement automatically extended to existing policyholders, not just new ones. That act spoke volumes. It wasn’t just policy evolution; it was compassion in action.

This experience reminded me why I do what I do – and why I trust Guardian. They didn’t just pay a claim. They stood beside a mother who had done everything she could to protect her children, even when her budget was tight.

They gave her more than a payout. They gave her relief and the strength to keep going. And, for me, that is the true meaning of protection.

It reminded me, once again, why even small amounts of cover – and the right insurer – can make an enormous difference when life takes an unexpected turn.

This story is real but we’ve kept the client anonymous for confidentiality.