Never Give Up, No Matter How Long It Takes.

Rebecca was looking to buy her first home with her partner in 2020. To protect her partner, Rebecca wanted to get a life insurance policy in place. So, the online search began! Rebecca has an immune condition called Idiopathic Angioedema. This can trigger a severe allergic reaction and, if left untreated, can be life threating. She also had several other medical conditions so she understood that specialist support would be required.

Specialist life insurance search:

Rebecca searched for ‘Specialist Life Insurance’ and it wasn’t long until she came across our website. Doing her own research on The Insurance Surgery. Rebecca was impressed with the number of 5-star reviews and the genuine appreciation for the team.

When completing the ‘comparison quote form’, Rebecca praised the process as it was quick & easy. Speed and simplicity are two of our biggest customer journey driving factors, TIS have worked hard to constantly review processes and ensure the experience requires minimal effort & repetition.

Another important factor for the customer journey is to make sure customers speak to real people – not robots. Our Protection Specialists are real and genuinely care about each and every customer. We are so good at speaking to our customers we can guarantee a call back on the same day.

Rebecca’s life journey 

When we spoke to Rebecca, we listened carefully to her story. Taking notes on the medical conditions – idiopathic angioedema to ensure she wouldn’t have to repeat herself to anyone else going forward. We started to build a plan of action working together with Rebecca on her requirements and budget.

Once all the necessary information was taken, Rebecca’s dedicated protection advisor contacted the underwriters immediately. It became apparent that Rebecca would need a GP report to confirm the pre-existing medical conditions.

The Protection Advisor found several types of idiopathic angioedema life insurance suitable for Rebecca. Taking the time to run through the terminology that can so easily be misunderstood or overlooked. When any of our Protection Advisors run through policy terms, we always provide a support service to debunk the jargon and help customer understand their policy details.

Once we went through Rebecca’s options she confirmed her preferred insurer. One of the conditions to the policy was a requested GP report.

Little did we all know that Rebecca’s life insurance journey was just beginning. Due to further investigations requested from the insurer and delays due to COVID19. Rebecca’s policy of choice was postponed.

Results:

It took TIS team 2 years to push the insurer for an acceptance and in that time, we never gave up! Every few weeks we contacted the insurer checking on the status of the application, keeping Rebecca in the loop via call and email.

There came a time in the 2 years that a review was needed as the terms had changed for Rebecca’s life insurance policy. As many know every year that goes by without life insurance a person’s premium will increase.

To fit Rebecca’s new terms, the policy was updated – meaning the premium had also increased. This could have caused a lot of stress for Rebecca – but thanks to our consistent customer support, friendly approach and no hidden agenda, Rebecca understood the process and was happy to request a new GP report and the increase in premium.

By the time the new GP report was received, COVID19 regulations were relaxing and when we sent the report to the insurer and highlighted that there had been no change in health – we received confirmation that the policy could go ahead.

2 years on and Rebecca now has her perfect policy and the peace of mind, she deserves.

This case study is an ode to our dedicated Protection Advisor that didn’t give up and persevered through a time that was uncertain for all. We give our all to customers like Rebecca because The Insurance Surgery is passionate about protection.