Tele-interviewing 'should become the norm'

The survey by CWC Research of 41 intermediary firms, together with interviews of two tied intermediaries and mystery shopping of three banks, reveals advisers submit 40% of their clients’ applications on paper, 50% transcribe applications from paper to screen – with inherent risk of inaccuracy – and just 30% would consider tele-interviews. Over 50% of advisers are broadly happy for insurers to tele-interview their applicants, but most have reservations about poorly trained staff in call centres upsetting their clients. Clive Waller, senior partner at CWC Research, suggests tele-interv...