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Lincoln rolls-out telephone interviewing service

Lincoln has rolled out its telephone interviewing service for its flexible menu-based protection product Financial Foundations, replacing its existing application form.

The move, which forms part of the group’s plans to speed up turnaround times for customers, comes after Lincoln conducted research around GP reports and its new telephone interviewing service.

It found the telephone interviewing provided more disclosures than the traditional application form, and non-disclosure rates were reduced 4 per cent from 10 per cent when using an application form, 6 per cent with a GPR and just 2 per cent using TI.

Lincoln Financial Group chief underwriter Keith Robertson says: “Our analysis has shown that it makes sense to remove the traditional application form. The telephone interview ticks a lot of boxes, the client feels part of the process and can interact with the interviewer regarding their answers.

“We also have a clear audit trail of the evidence collected on each client. This takes the pressure off financial advisers, who are no longer in the position of being liable for correctly gathering the answers to medical questions from their clients.”


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