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Life offices wait until after sale to send out ABI’s PMI guide

The ABI’s own research has revealed that its guide to buying private medical insurance is only being sent to most customers after they have decided to take out a policy.

The Association of British Insurers published research on its website last week looking at customers’ understanding of the cover provided by PMI.

The research was commissioned ahead of a consultation on the ABI’s statement of best practice for PMI sales expected later this year.
The research found that most insurers do not send out the ABI guide to buying PMI until the sale was made.

Out of 36 in-depth interviews, only one person remembered getting the guide as part of the enquiry process. A third of respondents believed they received the guide too late for it to have an impact.

One policyholder said: “It came after taking out the policy, so what is the point? They should send it with the quote, not with the policy.”

The guide includes sections such as: How do I choose the right cover, what is and is not covered and will my premiums increase over time?

The ABI says the delay in sending out the guide relates to phone customers only.

A spokeswoman says: “We have taken the feedback on board and will look to make some recommendations on the statement of best practice for PMI.”

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