These days, life insurers are called upon to supply far more than just financial support to customers. Rather than serving merely as a vehicle for paying claims, protection providers have a duty to ensure that policyholders are cared for at a time of need.

Whether this is emotional support to families around cancer diagnoses or help for people returning to work following a critical illness, it is vital that the right amount of assistance is available for customers while they are at their most vulnerable.

Not only does adding value to the claims process improve industry trust, the tangible services offered to policyholders also make it easier for advisers to talk to clients about the benefits of protection.

Featuring an expert panel of industry members, this live and interactive webinar, hosted by COVER magazine and Scottish Widows, will cover the following issues:

  • How value-added services can make it easier to talk to clients about protection
  • Providing non-financial services to policyholders at a time of need
  • How insurers can meet FCA ‘duty of care’ guidelines for vulnerable customers
  • Improving the claims process and offering better support to members of society relying on State benefits



Christine Husbands

Managing Director, RedArc

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Christine is the Managing Director of RedArc, a specialist company providing long-term help and support to employees, individuals and families suffering from serious illness, disability or bereavement, through its team of highly qualified, registered nurses.

She spent the initial part of her career in Financial roles within the Chemical Industry before moving into Financial Services. Since then, Christine has held several directorships she is a Chartered Director and a Fellow of the Institute of Directors.

Christine first came across RedArc when she was involved in the acquisition of the business and she “fell in love” with it, she was delighted to pick up the reins in 2010.

Speaking of Red Arc, Christine has said she is “proud to be helping so many people at often the most difficult times of their lives, whilst at the same time adding value to a wide range of clients within Financial services and other markets”

Melissa Collett

Professional Standards Director, Chartered Insurance Institute (CII)

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Melissa Collett is Professional Standards Director at the Chartered Insurance Institute (CII), leading its professional standards, ethics and conduct activity as a united profession across insurance and financial planning. She is also responsible for the professional body's legal affairs, risk management, disciplinary matters and governance. She is keen to raise awareness of best practice and drive ethical behaviour through engagement with the profession and external stakeholders.

Melissa has an extensive background in consumer insurance and legal issues. She spent over a decade at the Financial Ombudsman Service, was a Director at Fairer Finance and sits as a Tribunal Judge. She is also qualified solicitor, and specialised in insurance law at Hogan Lovells. She is a frequent speaker at insurance conference and events, sits on judging panels, and is the author of numerous articles and publications on consumer insurance law subjects.

Johnny Timpson

Financial protection Technical & Industry Affairs Manager, Scottish Widows

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Johnny Timpson is Scottish Widows' Financial Protection Technical & Industry Affairs Manager. Johnny has worked in the individual and group protection industry for 40 years and is a member of the; ABI Protection Committee, Income Protection Task Force, the IPTF Welfare Working Group, Seven Families project team, Building Resilient Households Group and Cii Insuring Women's Futures Advisory Panel. In February 2018, Johnny was appointed "Disability Champion for the Insurance Industry and Profession" by DWP Office for Disabled People, Health & Work.