Andrew Wilkinson, director of specialist insurance adviser Moneysworth, hailed the launch of the ABI's mental health standards and the website for customers about mental health and insurance as positive steps forward.
He said: "The website is a really good resource for both consumers and advisers", highlighting the signposting feature of the site that helps consumers and advisers.
He added: "It's interesting the ABI should be putting its name to a website that effectively recommends a small number of specialist advisers.
"I am not sure I can remember seeing the ABI recommend any distributors previously, at least not in the life insurance space. So it feels potentially like a significant step forwards, especially as the ABI also endorsed the #accesstoinsurance project and mentioned it may seek to look at further areas of health conditions."
His comments came as the insurance trade body launched the Mental Health Standards to provide better support for customers with mental health conditions when applying for health, travel or protection insurance.
After months of research, in which the ABI and mental health charities found consumers all too often faced barriers when trying to access the service sector, especially in an increasingly digital world, it is hoped the standards will drive consistency and best practice in the field.
The standards mean potential customers with prior or existing mental health conditions will have clearer communications and a better understanding of the process and decisions insurers take when applying for cover.
The standards have been developed in consultation with mental health experts, including Mental Health UK and the Royal College of Psychiatrists.
Among the actions to help consumers are four key standards:
- Improving accessibility by providing support to customers who may need help completing the application form and offering two or more choices of how a customer can communicate with their insurer.
- Supporting customers throughout their application by explaining the process and why questions are being asked.
- Standardising communication with customers by removing technical language, making any exclusions clear and signposting consumers to relevant support services.
- Increasing transparency around decision making by explaining to customers, upon request, what evidence was used to inform the insurer’s decision on cover and a commitment from insurers to regularly review their underwriting approach for mental health conditions.
Insurers will have until December 31, 2021 to implement the standards.
Alongside the standards, Mental Health UK has partnered with the ABI to provide a complementary insurance and mental health guide.
