To mark World Suicide Prevention Day, an adviser working for LifeSearch speaks to Health & Protection about securing life cover for a customer who subsequently took their own life.
Their account is being anonymised at the request of the contributor.
“A few years ago, I took a call from a customer who wanted life insurance to protect his mortgage,” the adviser tells Health & Protection.
“As always, I carried out a full medical fact-finding. Through gentle but important questioning, he disclosed that he had attempted suicide just six months earlier. Because of this, no insurer would offer cover at that time.”
Finding cover
After a careful review of the market, the adviser reveals they found one insurer willing to consider cover once twelve months had passed since the attempt.
“I explained this to him and put a reminder in my diary,” the adviser continues.
“Six months later, I called him back. He was grateful that I’d remembered, and he told me he had recently welcomed twins into the world.
“His need for protection was even greater than he first thought,” they add.
“We arranged suitable cover, and I made sure to explain the terms clearly including the suicide exclusion period of 12 months, which at the time was far more favourable than the lifetime exclusions applied elsewhere.”
Tragic turn of events
While the adviser reveals his client was happy, reassured, and thankful at the time, events took a tragic turn for the worse just months later.
“I felt like I had done a good job, but 11 months into his policy, his wife called me in tears to explain that he had taken his own life,” the adviser continues.
“Because his death fell within the 12-month exclusion period, the insurer did not pay out.
“Speaking to his wife, knowing she now had to raise two infants without that financial protection, was heart-breaking. I felt like I had let the family down.”
Questioning everything
The adviser says the legacy of the call is that this experience has stayed with them ever since.
“I know I cannot carry responsibility for the choices my client made,” they continue.
“But it left me questioning whether I had done everything possible to ensure he truly understood the policy, its exclusions, and, importantly, the wider support available to him,” the adviser continues.
“His policy included additional services that could have provided professional help, and in hindsight I wish I had spent more time with him talking about these, and other support services out there.”
Sensitive questions are never easy
But the adviser adds they are sharing their story to highlight the importance of doing this job as well as possible.
“Being a life insurance adviser requires bravery,” they continue.
“Sensitive questions are never easy, but not asking the question doesn’t help anyone,” they add.
“Explaining policy limitations may sometimes feel like a chore, but presented compassionately and with customer focus, can genuinely make a world of difference.
“Finally, make time to explain the benefits of the product beyond its core proposition, and if it doesn’t have the features suitable, be prepared to signpost to others that can help.”
