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Help us improve your online experience...
We're always looking to improve the online services and experiences that we offer to you, we would really appreciate your participation in this short survey to help achieve this. It should take you no longer than 2 minutes to complete.
Telemedical Interviewing (TMI) or
Little T.
TMI is a service we offer to your clients to disclose details about medical conditions confidentially and to speed up the application process. Our specially trained nurses and underwriters will talk to your client about a medical condition that they have disclosed on their application form. This will, in many cases, prevent us from having to write to your client’s doctor.
The benefits
Speed: that will allow applications to be processed quicker and policies to be issued.
Your client can talk freely and in confidence to a nurse or underwriter that has an understanding of the nature of the medical condition and knows what information is required to underwrite the policy without delay.
How it works
We need you to ensure your client agrees to us calling and that this is stated on the application form.
Please provide as many of your client’s contact numbers as possible so that we can contact them to arrange a mutually convenient time for the call to take place.
We have a diary system, where we pre-book the TMI call with one of our nurses or underwriters – so it may not always be possible to complete the call immediately, although we try to whenever possible.
We will call your client between 9am and 8pm, Monday to Friday. All calls are recorded and kept for future reference.
| 1 | Family history | 6 | Anxiety/Stress/Depression |
| 2 | Blood Pressure | 7 | Underweight/Build |
| 3 | Cholesterol | 8 | Abnormal Smear |
| 4 | Palpitations | 9 | Heart Murmur |
| 5 | Arthritis | 10 | Growths |
Please remember:
TMI is not used when a doctor’s report is automatically required due to age/sum assured levels. Not all applications will be suitable for a TMI call.
Once the TMI call has been completed, we may still need to write to your client’s doctor for further information, if the underwriting team deems it necessary.
The Client Contact Number is for your clients only. If you wish to track the progress of the application, please use your dedicated service team who will assist you in your enquiry.
Once the initial TMI call has been attempted, please encourage your client to contact us at their earliest convenience on the Client Contact Number above.
Our service pledge
It is very important that your client has confidence in our service.
| We will: | We won't: |
|---|---|
Talk to your client free of insurance jargon.Talk to your client as an individual. Appreciate that your client is talking to us about very personal and sensitive information. Encourage your client to talk to us openly, honestly and freely. Listen to what your client has to say, rather than present them with a series of questions. Check a few other details while your client is on the phone, to protect them from non-disclosure, e.g. smoking status, alcohol intake and height and weight. Summarise the conversation during the telephone call, rather than create a paper summary for your client to check at a later date. Provide a dedicated phone number for your client to use if there are any changes in their health before the issue of the policy. | Relentlessly follow a script. Ignore your client’s feelings and the effect illness can have on people. Repeat non-disclosure statements that are in application forms. Bombard your client with unnecessary questions. Ignore other matters and hope your client has given accurate details on the application form. Create a paper trail out of a phone-based service. Leave your client wondering who to tell if their health changes before issue of the policy. |
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0800 197 3374
Monday to Friday 9am to 8pm
We may record and monitor calls. Call charges may vary.
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