The Association of British Insurers (ABI) has published guidance on improving the clarity for consumers of telephone and on-line applications for protection insurance.

The ABI aims to increase the proportion of successful protection insurance claims by ensuring member firms use application processes that help consumers disclose all relevant information about their medical history. The guide outlines how questions should be posed to customers, the requirements for managing documentation, and ensuring that customers are fully aware and understand their disclosure duties.

The recent guidance should be used in conjunction with the 2006 ABI guidance on Application Form Design for Life and Health Protection. (PDF 86.96 KB)

ABI member companies have until 31 August 2008 to implement the changes recommended in the guidance.

For further information: Improving clarity of telephone and on-line applications for protection insurance. (PDF 86.96 KB)