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ABI publishes new guidelines for online and telephone protection sales

The Association of British Insurers has published new guidelines to improve clarity for consumers buying protection insurance online or over the telephone.

The guidance builds on the ABI’s earlier work to improve the clarity of application form questions and design.

ABI director of general insurance and health Nick Starling says recent years have seen more and more people buying life, critical illness and income protection insurance over the phone and online particularly through intermediaries.

He says: “This latest ABI initiative will help ensure that the UK uses worldclass online and telephone processes to help people disclose all the relevant information about their medical history. This will help ensure that people who take out cover in this way can rely on their policy to pay out when the need arises.

“Protection insurance gives peace of mind to millions of individuals and families in the UK. We want to ensure that people have full confidence in, and understanding of, the products available.”

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