EDITION 1 | MAY 2021
15
Joanna Scott
Policy Adviser , Health and Protection Team ABI
People ’ s attitudes towards mental health have changed for the better but the industry needs to keep up with those changing perceptions . It is great that the majority of people who disclose a mental health condition can find affordable cover , but we need to continue to raise the bar .
At the ABI , mental health has been a key priority with our members for some time . Most recently , last September , we launched industry mental health and insurance standards for health , protection and travel insurers , and a customer-facing insurance and mental health guide with Mental Health UK . This was the culmination of almost two years of work with our members and mental health campaigners to determine how we could improve consistency across the industry and drive fair outcomes for customers with mental health conditions .
The standards and guide are the first two stages of our three-pronged approach to mental health . In early 2021 , we will be launching a mental health e-learning module for advisers and frontline staff with the charity Rightsteps , which will provide an industry benchmark for improving the level of understanding of mental health and support when engaging with customers who disclose they have a mental health condition .
How did we get here ? We wanted to better understand the challenges customers face when accessing insurance . We worked with mental health campaigners to identify these challenges and explore practical solutions . The areas that came under the most scrutiny in the sector were the screening process , the use of outdated evidence , disclosure barriers and clarity of communications . We developed the standards with our members to improve accessibility and provide support for customers throughout their application , particularly through increasing transparency around decision-making and the types of evidence used .
Information gap
There is also an information gap – Mental Health UK found that 86 % of people affected by mental illness said they do not know where to go for independent advice on different types of insurance that may involve declaring a mental health condition .
In addition , there is often a mismatch of information between what the industry is doing and what customer perceptions are .
We want to dispel the myth that disclosing a mental health condition will result in an automatic decline for a policy , whether it be for travel , health or protection needs . The guide should be a first step in helping customers find the right information and specialist advice if needed .
What do we want to see by the end of December 2021 ? 2020 was an unusual and unpredictable year for everyone , and it is likely that customers with mental ill-health will rise . They should not be dissuaded from taking out adequate protection .
We want customers to know where to access the right information and advice on insurance . Customers should be treated with empathy and not distressed by the application process . The process should be explained clearly and ask appropriate and relevant questions . Above all , we need to continue to work collaboratively to support the needs of all customers , including those with mental ill-health .
Zurich Intermediary Group Limited , authorised and regulated by the Financial Conduct Authority . Registered in England and Wales under company number 01909111 . Registered Office : The Grange , Bishops Cleeve , Cheltenham , GL52 8XX