Programme

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Delegate registration

With networking and refreshments

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Chair's welcome and opening remarks
Adam Saville, Editor, COVER
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Opening keynote: Access to insurance
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Future of underwriting

Technology has become a staple in underwriting, as insurers draw upon automation, rules engines and ‘quote and apply’ systems to help brokers compare protection policies. Finding a balance between increasing the percentage of people insured online can come at a cost for those who require further underwriting, such as GP reports or medical examinations. This session will look at innovations such as at home blood sampling and how data is improving decision making and taking underwriting forward.

Nilesh Patel, Head of Sales and Marketing, UnderwriteMe

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Underwriting mental health

Royal London have been piloting cover for mental health illnesses such as PTSD and personality disorders since early 2019. Mental health has been a sticking point in access to insurance previously however, this new underwriting philosophy has allowed the insurer to cover 75% of applicants who would typically be uninsurable. This includes those who have psychosis, schizophrenia and severe post-traumatic stress disorder. In this session Royal London will showcase their new underwriting provision, the hurdles they have had to overcome and the lessons they’ve learnt.

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Panel discussion: Connecting the dots

In the face of negative perceptions of claims in the eyes of consumers, insurers and advisers are working hard to improve outcomes for customers. The key to improving trust lies in gathering accurate information at underwriting stage, additional support during the life of a policy and caring support at the moment of truth. This panel will look at how to get the customer journey right, before, during and after the claim.

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Networking break
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A transparent look at claims
Holloway Friendly has looked in-depth into its claims policy, in a bid to increase industry transparency, they published a claims report to explain why 6% of its claims were not paid. By working closely with advisers we can improve application quality, reduce non-disclosure and increase members' understanding of their income protection plans. This session will assess how important the adviser role is and what can be done to improve claim outcomes for customers.
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Claims at the heart of every policy

Guardian are focusing on an all in one bespoke service expanding care and providing support to policyholders before, during and after claim. This includes improving claims support and customer care service, ensuring every claimant is supported by a network of medical legal and financial experts.

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Real-life claims case studies
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Panel: Signposting and asking the right questions

This panel will explore why signposting to specialists is the key to unlocking access to insurance. It will cover asking the right questions; treating vulnerable customers fairly and dealing with difficult questions to do with health and mental health disclosure. If a client cannot initially find the right cover, there is now a system in place to ensure that they can.

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Closing remarks

Adam Saville, Editor, COVER

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Networking lunch

Please note that this programme is subject to change