Protection: Learning from Paxman and Parky

When designing application processes for protection, the industry focuses on what questions are to be asked but gives scant regard to the answers that may be received. It is proposed this is misguided, as it is the answers received that are more important than the questions asked. Our heritage has led us this way. In the days of the paper application form, providers could only control the interview process by means of dictating the questions, as there was no way of controlling the answers. This has been extenuated with the advent of on-line systems, in that great importance has been p...