The Association of British Insurers (ABI) is to launch a mental health e-learning module for advisers and frontline staff with the charity Rightsteps in early 2021.
The module is being designed to provide an industry benchmark to improve the level of understanding of mental health and support when engaging with customers who disclose tyhey have a mental health condition.
Employee health and wellbeing specialist Rightsteps is a commercial ventures vehicle of Turning Point, the national health and social care organisation.
The publication of the e-learning module will be the third stage in the ABI’s three-pronged approach to mental health, which saw the trade body launch industry mental health and insurance standards for health, protection and travel insurers in September and a customer-facing insurance and mental health guide with Mental Health UK.
Writing on Zurich’s Intermediary portal, Joanna Scott, a policy adviser in the ABI’s health and protection team, said: “What do we want to see by the end of December 2021? 2020 was an unusual and unpredictable year for everyone, and it is likely that customers with mental ill-health will rise. They should not be dissuaded from taking out adequate protection.
“We want customers to know where to access the right information and advice on insurance. Customers should be treated with empathy and not distressed by the application process. The process should be explained clearly and ask appropriate and relevant questions. Above all, we need to continue to work collaboratively to support the needs of all customers, including those with mental ill-health.”
