Legal & General’s (L&G) retail protection business is clarifying complex underwriting questions and adding more examples to its underwriting application.
The insurer said in a bid to make the process simpler and clearer, complex questions were being broken down and clarified with more examples being provided throughout.
Broad questions have been divided into smaller, more specific health and lifestyle queries, and family medical history questions now refer specifically to full blood relatives to minimise errors and manual referrals.
It added that these changes, in response to customer feedback and behavioural science, aimed to ensure that application forms were easier to complete, more relevant, and aligned with industry best practice.
It wanted to support customers to supply accurate information with confidence.
This improved disclosure aims to help L&G understand customers’ needs more fully, so when a claim is received, the policy in place accurately supports the individual’s needs and circumstances.
David Banks, director of claims and underwriting, retail protection at L&G: “This latest series of underwriting improvements is designed to simplify the application journey to ensure that customers are more accurately protected and better supported throughout the process.
“The changes reflect our commitment to listening to customer feedback, learning from claims experience, and applying behavioural insights.
“Our enhanced application process, aligned with current trends and industry best practice, will help customers tell us what we need to know to pay more claims.”
