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Trouble brewing over TCF

Industry experts says it is time to scrap big T and little T and establish a single definition of tele-underwriting to comply with treating customers fairly.

Royal Liver IFA marketing manager Aidan Dewhurst says big T, where the application form has no medical questions and a tele-interviewer covers these aspects, and little T, where the form includes full medical questions, should be axed.

He says: “We must be transparent in how we communicate and speak. Look towards the big T mentality and have a system that takes you so far. Scrap the terms but not the concept.”

CBK Colchester principal Peter Chadborn says: “IFAs have got to be up to speed with different methods adopted by different offices. What is difficult is at what point will tele-underwriting kick in? The other anomaly is who is asking the questions – nurse, underwriter or cus- tomer service representative?”

Association of British Insurers assistant director of health and protection Nick Kirwan says it would only take action if “one type of tele-underwriting is tripping customers up and another type is not”.

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