Communicating with confidence: Helping you explain non-standard terms

This ensures you’re best equipped to communicate with confidence on the decisions we’ve made. Not all outcomes are equal.

Every application is different and not all will be accepted on standard terms. When non-standard terms are applied, wherever possible our underwriters will provide a corresponding note explaining the reason for the decision they’ve made. This will be issued alongside the confirmation of terms provided.

This aims to help you communicate our rationale to your customers, enhancing their understanding and increasing the likelihood of them proceeding with their application.

This helps build trust, improve transparency, and ensures clarity of the decisions we’ve made and what’s informed them.

How this will look on your portal

When you receive a non-standard confirmation of terms, you’ll receive a corresponding alert to let you know you’ve received an action from our underwriters, as shown below:

Open the advisor portal, navigate to the ‘my actions and notifications’ section of the application as shown below and in the ‘my actions’ section you’ll see a short explanation of any factors which may have influenced our UW decision outcome.’ Here’s an example of a case rated due to diabetes and raised blood pressure:

There may be some scenarios where we’re limited in the level of information we can provide around what’s informed our decision.

This usually happens as a result of medical disclosures linked to information received either from your client directly or their GP. In these instances, due to data protection we won’t be able to disclose the specific factors which informed our decision outcome.

That’s not all we’re doing

In cases where we’re either postponing or declining the application, our underwriters will email your client directly with a full explanation.

This is especially helpful in situations where we may not be able to disclose the reasons to you, but we want to ensure your client remains in the loop and their expectations managed.

What that in mind, it's essential to ensure that we have an accurate, up to date email address to correspond with your client.

Making sure you’re getting the updates you need.

It’s always worth checking your alert preferences within your adviser portal, so you can be confident you’re receiving the updates you need on the topics you want.

You can do this by simply navigating to ‘My Account’ from the menu in your portal and checking alerts and notifications are enabled for both application and policy updates.

If you want to make any changes or add an alternative email address, remember to click the ‘update’ button to save them before exiting.

Changes built around you.

We’re committed to making it easy for you to do business with us, so if there’s any additional propositional help and support you need why not reach out to your protection consultant or request contact here.