We’re making it even simpler and easier to do business with us
As well as evolving to better meet the ever-changing needs of our clients, we’re also enhancing the adviser experience to make it even simpler for you to do business with us. This means you will have more time to focus on what matters most – your clients.
Join Greg Levine, Deputy CEO for Vitality, as he sits down with Lara Fascione, Vitality Adviser Operations Director, to hear more
Join Greg Levine, Deputy CEO for Vitality, as he sits down with Lara Fascione, Vitality Adviser Operations Director, to find out more
Greg
VitalityLife business has grown significantly over the past financial year but this has increased volume into our underwriting teams. How are we ensuring that your Life clients get on risk quicker?
Lara
Well, thanks to the support of advisers, we saw our Life application volumes increase by over 50% during 2024. Naturally, we've needed to take action to ensure turnaround times are as quick as possible.
Our first step has been to hire additional underwriters and introduce electronic GP reports which are now being used for most requests. But we are not stopping there. We have a range of other developments planned which will see our quote-to-cover time lessen further. To give you an idea, we’re aiming to reduce the reliance on GPs by automating GP record processing and providing greater scope for client-supplied evidence.
Greg
Ensuring the claims journey is delivered smoothly at the moment of truth is also a subject that’s very close to my heart. Can you tell us more about the developments we’re making?
Lara
One of our main motivations over the past year has been a renewed focus on life insurance claims and we’re pleased to see that our assessment times have reduced over 50%. We’ve also just introduced a brand-new claims system, which we're confident will lead to further improvements and limit delays even more over the coming months.
"We've made significant enhancements to our online platforms for both advisers and employers to make working with us as easy as possible"
Greg
Further improving VitalityHealth adviser support has also remained a core focus for us too, hasn’t it?
Lara
Yes, we’ve made significant enhancements to our online platforms. For advisers, our new and improved Adviser Zone will deliver an enhanced user experience, making it easier to view their portfolio, search for schemes, and make changes to plans. Importantly, they’ll be able to go online and instantly get quotes for adding members to business and corporate health schemes for all underwriting types, reducing the need to call us. We’re also working to make it possible to revise quotes online for Business Health Schemes up to 99 members – even where those quotes were initially requested by email.
Last year, we introduced automated underwriting decisions for policies with Full Medical Underwriting. We’re now expanding this to include Continued Personal Medical Exclusions (CPME) policies too. This means that more applications will be able to receive automated decisions, and be submitted digitally – making it easier than ever to place business with Vitality.
Greg
What are we doing to enhance the experience for employer clients too?
Lara
For employers, we’re enhancing Employer Zone. This is where employers will be able to quote for new joiners and make any changes to their scheme membership. They’ll be able to track the status of those changes online so won’t need to call or email to check on progress. Here, Group Contacts of business and corporate schemes can launch our new Employee Challenges and see insights on the health and engagement of their staff.
Plus, we recently launched a Healthy Business Hub for Employers and HR professionals to read articles and get access to the latest insights, alongside a new Vitality Health Insurance for Business channel on LinkedIn to provide workplace wellbeing education and to raise awareness even further.
Greg
Great to see! What’s the best way for advisers to find out more about our latest developments?
Lara
More information about our latest Launch can be found on our website, plus we will be arranging a series of follow-up webinars to explore our product changes in more detail and advisers can contact their business consultant to understand more. Watch this space!
