Thank you for your feedback.
I have now had a chance to review the case and i can see there were 2 calls in question - one where you contacted us and another where the advisor you spoke to had to call you back.
Perhaps not explained on the call, but certainly prudent to do so now, is that we must ensure all medical information is captured fully and accurately at the point of sale. This is to ensure that your policy suits your needs by offering cover for all necessary medical conditions in the event of a claim. In order to do this, we must be a thorough as possible in this process.
I can only assume that the comments in your feedback relate to the advisor asking for clarification on your answers to several of the medical screening criteria questions. We do this not just as a regulatory requirement, but also to make sure that we capture all relevant medical information. Failure to do so could potentially have a detrimental affect on any future claims.
I suspect that a contributing factor for asking for further clarification was that there was some conflicting or contradictory medical information given when the advisor was going through the medical questions that necessitated the advisor to investigate further.
Due to the regulatory nature of this process, i accept that it is often not a quick one, but based on the review of the call in question, i cannot agree with the comments made. I am satisfied that the advisor you spoke to handled your call in a manner that we would expect, which was calm and professional throughout.
While i apologise if this was how it was received, I cannot see any evidence to suggest that the advisor you spoke to was rude or showed signs of irritation.
Regards
Leisure Guard team
