L&G’s Retail Protection business has announced a series of underwriting improvements designed to simplify the application process and deliver better outcomes for customers.
The changes have been developed in response to customer feedback and behavioural science insights, with the aim of making application forms easier to complete and better aligned with industry best practice.
L&G said the updated approach will help customers provide accurate information more confidently, while ensuring policies are better matched to individual needs.
As part of the update, the application journey has been made clearer and more straightforward, with previously complex questions broken down and clarified.
Additional examples have been introduced throughout the forms to support customers in understanding what information is required and why.
Broad or ambiguous questions have been replaced with smaller, more specific health and lifestyle queries.
Family medical history questions have also been refined to refer specifically to “full blood” relatives, further improving clarity and accuracy.
L&G said the enhanced disclosure process will enable it to build a fuller picture of each customer’s circumstances, helping to ensure that, when a claim is made, the policy in place provides appropriate and effective support.
David Banks, director of claims and underwriting, retail orotection at L&G, said: “This latest series of underwriting improvements is designed to simplify the application journey to ensure that customers are more accurately protected and better supported throughout the process.
“The changes reflect our commitment to listening to customer feedback, learning from claims experience, and applying behavioural insights.
“Our enhanced application process, aligned with current trends and industry best practice, will help customers tell us what we need to know to pay more claims.”
