The Protection Distribution Group has published a guide on income protection claims for stress.
The resource has been designed to help financial advisers understand some of the potential issues surrounding income protection claims related to stress and mental health.
The group have produced the guide following reports from some advisers who have seen some claims turned down due to things like bereavement and work-related stress.
PDG chair, Nei McCarthy, said: “This new guide delivers a helpful summary to advisers helping them understand the potential issues surrounding IP claims related to stress and mental health.
“Over the last few years, the PDG members have published several guides covering the following topics: improving customer retention, early warmint and lapse processes and signposting protection.
“We hope to generate more useful bulletins to make it easy to write protection.”
The PDG is providing the guide to any firm who would like it, and is also calling on insurers to consider how they can help.
Suggestions for ensuring improved customer outcomes include business development managers and frontline staff using the same clear messaging when talking about their products to advisers.
The guide also suggests reviewing terms and conditions to make sure they are clear and considering the language used in application forms and exclusions.
PDG board member, Alan Knowles, added: “Our objective is to educate advisers on some of the nuances of income protection claims for mental health, enabling them to prepare clients for what is most likely to result in a successful claim.
“However, adviser education is just one part of the jigsaw.
“We believe insurers also have a critical role to play in improving outcomes for customers.”
The guide can currently be downloaded from the PDG website.
tom.dunstan@ft.com
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