To help us ensure your clients get what they are entitled to, you can help us to reduce the number of cases of non-disclosure in the following ways:
- Ensure that ALL questions on the application form are answered truthfully and accurately for example does the height and weight they’ve given, seem right compared to how your client looks in the meeting?
- Go over the questions, and where possible explain any medical terms to ensure your client understands. If you need assistance, you can call our Medical Underwriting Technical Advice line (MUTAL) on 0370 3333 699.*
- When a client makes a disclosure, ensure they answer all follow-up questions accurately. With many medical conditions it is possible for our underwriters to assess the risk without the need to obtain medical evidence, provided sufficient detail has been given. All the relevant information must be disclosed.
- Clarify any vague answers your client may give – IF IN DOUBT WRITE IT DOWN. Lack of information will always result in further questions being asked, and a much greater chance of medical evidence being requested.
- Advise your clients that disclosures can be made in a sealed envelope to our chief medical officer if they prefer.
- Make sure your client knows that they need to report ANY changes in their health or circumstances between when
they apply for cover and the later of returning their signed confirmation declaration back to us or being accepted
for cover.
- Always explain the impact of non-disclosure, to your clients. They need to be aware that their claim could be declined and policy cancelled. Our client facing Non-disclosure Sales Aid ‘The reason we ask you to tell us everything’ (W11434) explains how they can help us to stop this from happening.
*Phone lines are open Monday to Friday, 9.00am to 6.00pm. Call charges will vary. We may record and monitor calls.
