Tele-interviewing
Let us do the hard work and remove the risk of non-disclosure.
A tele-interview is, as you might expect, an interview carried out over the telephone.
One of our team of friendly, fully trained and UK based tele-interviewers will call your client to gather details of their health and medical history so we can assess their application. They’ll help guide your client through the application questions in a friendly, helpful and discreet way.
The telephone call normally takes 15–20 minutes to complete. Each applicant is unique, but we aim to collect his or her details as quickly as possible.
What are the benefits?
- Save time – tele-interviewing reduces the turnaround time of your clients’ applications as there’s no need to wait for a GP’s report to be returned to us
- Increased disclosure – we’re responsible for getting disclosure from your client, removing the burden from you as an adviser.
- Clients feel more at ease – talking to a qualified professional will give them the reassurance they need and make them feel at ease when they’re giving personal details about their health. They can also take part in the tele-interview in the comfort of their own home
- Commission payments – because tele-interviewing speeds up the application process, you’ll receive your commission payment much faster. And, you’ll also get an extra 10% commission
How do I arrange a tele-interview?
You can have your client tele-interviewed for certain protection plans. When you apply for the Flexible Protection Plan online, simply complete the “Express Route” application. For Mortgage & Lifestyle Protection all applications are tele-interviewed.
We’ll ask you to confirm a convenient time, and a contact number for your client, so we can contact them to carry out the tele-interview. After you’ve submitted the application online, we aim to contact your client within 48 hours.
What does my client need to prepare?
We aim to get all the answers we need during the call so it’s useful for your client to have any relevant information to hand.
The tele-interview will cover:
Medical Information
- Doctor’s name, address and postcode
- Medical history, including any recent test results
- Types and dosage of any medication they are taking
- Family medical history
Occupation Details
We may ask more detailed questions about your client’s occupation, for example, whether they work at heights or under ground.
Overseas Travel
We may ask about trips overseas, to include the countries visited, how long and how often they go.
Hobbies
If they take part in any hazardous hobbies such as motor sports or scuba diving, we’ll need to know about this.
Other details
They’ll need to let us know details of any existing life, critical illness or income protection cover they may have.
What happens next?
After we’ve carried out your client's tele-interview, their application will either be:
- Accepted straight away - which means their cover can start immediately
- Offered cover under different terms (for example, they may be offered cover at a different cost from the original quote, or with a specific condition excluded from the cover). If this happens we’ll confirm the changes to the original quote in writing
- May require additional information. This could be collected by one of our specially trained nurses over the phone, by writing to your client's doctor for medical information, or by asking your client to undertake a medical examination (LV= would pay any costs involved)
- in some cases we may not be able to offer cover.
After the interview, we’ll send your client a summary of the information collected to check, sign and return.
It’s important they do this because if the information is incorrect or incomplete, it may mean we are not able to pay a claim in the future.
Will you keep me up to date with progress on the application?
Yes, we’ll let you know each time a significant event happens with the application, and of course let you know the outcome.
You can track the application through the case tracking section of the website or give us a call at any time if you have any questions.
It’s important to note that if your client's health changes between the tele-interview and the policy going live, that they let us know of the change, as this may affect their application. If they don't, we may not be able to pay a claim in the future.