L&G expects 60,000 IFA protection queries

The telephone service – the Medical Underwriting technical Advice Line (MUTAL) – enables advisers to discuss all aspects of a client’s protection case. It adds it averages 250 calls every day through MUTAL, which launched in 2005, with 87% of them answered within 30 seconds. Stuart Johnson, L&G’s senior operations manager for claims and underwriting, says: “Advisers can call one of our experienced risk assessors to discuss what a potential underwriting decision would be before having to go through the full application process. “This helps the adviser to manage the client more efficiently...