RECES When asking underwriting questions , be mindful that getting a client to recall events that took place many years ago can be a very traumatic and stressful experience .

RESPECT EMPATHY CLARIFY EMPOWER SIGNPOST

The RECES Model is a core part of the Mental Health First Aiders programme run by Mental Health UK which is being extended across many companies in the UK . This can help advisers remove the stigma of having conversations around mental health and help clients to feel supported . Respect : Consider how the customer wishes to discuss this information . It may be preferable for them to write it down or they may want to have a friend or family member with them . They will need time to think and formulate their thoughts , and this should be respected .

Empathy : Ask open questions which give them opportunities to shape the conversation . This is more considerate than just bluntly reading the questions on an insurance application about things such as attempts on life or self-harm instances which could be upsetting for the client . Listen without judging and offer reassurance and verbal nods so they know you are listening . It is important in this space to retain professional boundaries and look after your own mental wellbeing .

Clarify : Recap on what they ’ ve told you to clarify that you have understood correctly . Ensure that you have all the information you need to proceed with the application and discuss initial next steps .

Empower : Let them know that they are not alone and mental health conditions are the most commonly disclosed conditions on insurance applications , with most applicants receiving fair underwriting terms .

Signpost : Where appropriate , direct the client to professional support . It may be worth having local GP and charity details to hand so you can support them in accessing information and guidance . If you are confident on getting them terms , then you can also advise that by setting up protection they will have access to provider support options .

AT SCOTTISH WIDOWS WE PRIDE OURSELVES ON OUR MENTAL HEALTH UNDERWRITING STRENGTH .

We will never decline a case based on mental health disclosures . If not offered an instant decision , these will be referred to our underwriters who will understand each client ’ s individual circumstances .

Mental Health UK told us that many of the people they spoke to believed that disclosing a mental health condition would mean they would not get cover of any form . However , last year , 89 % of applicants who disclosed a mental health condition were offered instant terms , with 82 % being offered standard premiums2 ; this is a message that we are working to broadcast more widely .

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Eighty-nine percent of applicants who disclosed a mental health condition were offered instant terms .

We also ask , through our Extranet platform , if the customer is doing anything themselves to improve their mental health , from better nutrition and sleep to increasing their exercise . Where customers are proactively taking steps to improve their mental health , we can provide improved underwriting decisions .

The Mental Health Foundation recently highlighted the benefits of movement . Studies have long since shown the connection between exercise and mental health . Regular exercise can have a profoundly positive impact on depression , anxiety and ADHD . It also relieves stress , improves memory , helps you sleep better and boosts your overall mood . So , where customers tell us they are focussing on more movement , our underwriting allows us to understand their individual circumstances and provide the cover they need .

“ Being active is important for our mental health . But so many of us struggle to get enough exercise . We know there are many different reasons for this , so this Mental Health Awareness Week we want to help people to find moments for movement in their daily routines . Going for a walk in your neighbourhood , putting on your favourite music and dancing around the living room , chair exercises when you ’ re watching television – it all counts !” 3

| PROTECTION ADVISER | AUTUMN 2024 | 21