However, she stated that Cura have had cases recently in which clients have got in contact and advised that they need to make a claim.
After Cura has contacted the insurer, let the client know that the insurer will be in touch subsequently.
However, she said: “When we have then contacted the insurer, a week or so later, to ask [about process] we have been told by the claims handler that they are not able to discuss the client’s case with us due to data protection.
“Even with signed consent from the client, some insurers will still not speak to advisers when a claim is taking place, even when we are the ones who have advised them of that and provided them with all of the client’s medical information in the first place."
She asked how cutting out the intermediary - the person who has the relationship with the client - could possibly help the industry
Lack of standardisation over claims statistics
Skelton also pointed out issues with the way in which statistics on claims are reported.
She told the audience that every insurer now produces claim statistics, something which she described as a positive for the industry.
However, she added: “The problem with claims statistics is that they’re not standardised."
She explained that this gives different insurers scope to advise on different things within their claims.
For example, she said that some insurers do include terminal illness claims that are turned down within their claims statistics.
“This means that claims statistics, potentially, are not accurate, and they’re not comparable.”
Therefore, Skelton suggested that claims statistics should be standardised.
Skelton concluded by stating the industry should be “more transparent” in the information it is publishing to ensure that trust can be harboured between the general public and the industry.
tom.dunstan@ft.com
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