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Lifesearch teams up with MorganAsh for tele-interviews

Lifesearch has signed up MorganAsh to tele-interview its customers in a bid to provide a thorough and independent record of their medical history and speed up processing.

Lifesearch currently runs an inhouse tele-data capture service. MorganAsh will run a second team, giving Lifesearch increased capacity and flexibility to focus on advising customers.

Lifesearch head of protection strategy Kevin Carr says recording interviews reduces the likelihood of claims being declined due to non-disclosure.

He says: “Recording the interviews and storing them along with other relevant client data protects the truth. It is stronger than a signature alone and if there is a dispute at claim stage the interview recording can be replayed, removing ambiguity.”

But Lifesearch managing director Tom Baigrie says the onus is on providers.

He says: “While this is a great step forward, our ultimate aim is for the product providers to procure the tele-interview service. We, as brokers, should not be taking the liability, or bearing the costs, for the medical interviews, and when product providers take control of the interviews, they can tune these to their underwriting philosophy and extend the interviews to collect all medical information, thus reducing GPRs and improving disclosure further.”

MorganAsh managing director Andrew Gething says: “We are delighted to be working with Lifesearch. We share the same commitment to improve the processes for customers and reduce non-disclosure.”

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