Is the protection claims process fit for purpose? These advisers say it isn't

'Doesn't work with modern life'

John Brazier
clock • 10 min read

A growing number of protection advisers are voicing their dissatisfaction with facets of the claims process damaging the experience of both intermediary and policyholder.

The claim is, more often than not, the moment that protection becomes real for the policyholder - the moment of truth, where the promised support at the point of sale becomes a tangible need. It's here that the industry has to prove that its mantra of ‘doing the right thing' is put into practice. However, there is a growing mood of dissatisfaction among some protection intermediaries who believe the claims process has failed to improve over recent years, resulting in poor levels of transparency, lengthy waiting times for decisions to be made and communicated, and convoluted systems that ...

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