EDITION 3 | NOVEMBER 2021
25 a questionnaire online that goes directly to their insurer . This highlights another added benefit with the potential for better disclosure from customers which can reduce problems or delays at claim stage .
CONTROL
Zurich , via its Life Protection Platform , is one of very few providers that offers advisers this functionality known as delegated underwriting across all its life , critical illness and income protection products . It enables customers to gather health information relating to their application , at a time that fits around their lives . While advisers can claw back time spent taking customers through medical questions which , for some applications , can take up to 30 minutes . Importantly , underwriting decisions are then sent to the adviser first , enabling them to retain control of the application and guide customers through the process .
Commenting on the findings , Louise Colley , Zurich UK ’ s Director of Retail Protection , said : “ While customers and business ’ s use of technology has grown exponentially as a result of the pandemic ,
Technology has had a profound impact on our lives over the past 18 months and , as a result , the service expectation bar has been set high . We now need to capitalise on this and ensure we ’ re doing everything we can to make the lives of our customers easier . it ’ s clear that demand for convenience is here to stay . Technology has had a profound impact on our lives over the past 18 months and , as a result , the service expectation bar has been set high . We now need to capitalise on this and ensure we ’ re doing everything we can to make the lives of our customers easier . Whether that ’ s through continued use of virtual meetings , email , web chat and virtual services .
“ As an industry , we need to act so that we are able to better service customers in ways that they prefer , with options like delegated underwriting a standard part of the application process .”
www . zurichintermediary . co . uk
Sources : 1 . Online survey with 171 members of the Buzz community – 20 – 25 August 2021 . 2 . How COVID-19 has pushed companies over the technology tipping point – and transformed business forever , McKisney & Company , 2020 .
Zurich Assurance Ltd , authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority . Registered in England and Wales under Company No : 02456671 . Registered Office : The Grange , Bishops Cleeve , Cheltenham , GL52 8XX .