New ABI guidance will improve clarity of phone and online protection insurance applications.

New ABI guidance will improve clarity of phone and online protection insurance applications.

New ABI guidance will improve clarity of phone and online protection insurance applications.

The ABI (Association of British Insurers) has launched the latest initiative in its drive to increase the proportion of successful protection insurance claims. New guidance for member companies on improving clarity for consumers who take out protection insurance online or on the phone has been published today (29 August 2007). The guidance builds on earlier work on the clarity of application form questions and design.

Nick Starling, the ABI’s Director of General Insurance and Health, said:

“In recent years we have seen a growing trend of people taking out life, critical illness and income protection insurance over the phone and online, especially via intermediaries. This latest ABI initiative will help ensure that the UK uses world-class online and telephone processes to help people disclose all the relevant information about their medical history. This will help ensure that people who take out cover in this way can rely on their policy to pay out when the need arises.

“Protection insurance gives peace of mind to millions of individuals and families in the UK. We want to ensure that people have full confidence in, and understanding of, the products available. Our latest guidance marks another positive step towards this goal.”

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Notes for Editors

1. Enquiries to:
Alan Leaman 020 7216 7440 (Mobile: 07957 482 330)
Jonathan French 020 7216 7392 (Mobile: 07958 330 480)
Malcolm Tarling 020 7216 7410 (Mobile: 07776 147 667)
Erfan Hussain 020 7216 7411 (Mobile: 07712 841 184)
Kelly Ostler 020 7216 7415 (Mobile: 07968 364 302)

2. The ABI guidance ‘Improving clarity of telephone and online applications for protection insurance’ is available on the ABI web site, www.abi.org.uk. The final version has been produced following a detailed consultation with insurers and other relevant organisations.

3. ABI member companies have until 31 August 2008 to implement the changes recommended in the guidance.

4. The ABI is the trade association for Britain’s insurance industry. Its nearly 400 member companies provide over 91% of the insurance business in the UK. It represents insurance companies to the Government, and to the regulatory and other agencies, and is an influential voice on public policy and financial services issues. ABI member companies hold up to a sixth of all investments traded on the London Stock Exchange, on behalf of millions of pensioners and savers.

5. An ISDN line is available for broadcasts.