For as long as we can remember, consumer trust has been a huge problem for the protection industry.

According to research carried out by Scottish Widows last year, UK adults – on average – believe that insurers only pay a third of individual protection claims each year. A far cry from the 97.8% that they actually pay.

Our next webinar, while acknowledging the importance of publishing claims stats, will investigate how much further insurers can go with regards to transparency measures such as decline rates, application assessment processes and disclosure related to pay-outs.

Every negative news story about declined applications or rejected claims in the national press is a massive blow to industry perception. What can be done to avoid bad press and how do we build consumer trust with examples of positive, life-changing customer experiences?

Fast, efficient paying of claims, handled sensitively by trained professionals, is paramount to the reputation of life insurers, while value added care services provide tangible value and much-needed support before, during and after claim for those who need it. So what does good claims-handling and customer service really look like, and how can advisers be reassured that their client is in the best possible hands? 

Join the discussion:

  •  The importance of publishing claims stats to improve public trust – how far can transparency go?
  •  Using successful stories to highlight examples of life-changing claims experiences.
  •  What is good claims management?
  •  The value of tangible care services to policyholders before, during and after claim.

Please join us for our next webinar, in association with Scottish Widows, at 11am on Monday 13 May featuring:

Adam Saville

Editor, COVER

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Lucy Brown

Head of protection sales, L&C Mortgages

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L&C is the UK’s leading fee free mortgage broker, offering advice on products from across the mortgage and protection market to borrowers throughout the UK from its offices in Bath, Newcastle and London.

Lucy joined L&C in 2000 as a mortgage and protection adviser and has held a variety of roles prior to appointment as Head of Protection in 2013. She manages the strategic development of protection for L&C as well as working with the wider industry to develop products and processes that deliver better protection outcomes for customers. This has included the piloting of new products and processes within L&C, the development of enhanced products with industry providers and contribution to the wider education of consumers about the need for protection. Lucy is also a member of the Protection Distributors Group, where representatives from leading protection distributors work together to bring positive change to the protection industry.

Scott Cadger

Head of protection underwritting claims strategy, Scottish Widows

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Scott joined Lloyds Banking Group in 2005 within its Insurance Finance function and moved to his current role as Head of Protection Underwriting and Claims Strategy in 2014. Scott is a qualified actuary, and has worked right across the protection spectrum; performing pricing, underwriting, commercial and transformation roles. Throughout this time, his focus continues to be on ensuring that customers are protected for the worst happening, removing that worry so they can focus on enjoying life

Gillian Sephton

Head of distribution of general and protection insurance, Lloyds Banking Group

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Head of GI and Protection Distribution

Gill has been with the Lloyds Banking Group since 2000. She joined Scottish Widows in the summer of 2018 and, as such, is a relative newcomer to the Insurance Industry. Her background is diverse as she started her career in IT in the late 80s and moved through such roles as Head of ATM Channel for the group and then, latterly, in more strategic roles within the group’s multi-brand retail branch network. In her current role, Gill is responsible for distribution of home insurance and the Group’s new ground-breaking Plan and Protect (Life and CI) product through the retail franchise as well as the Distribution of the Scottish Widows Protect product through the intermediary channel.