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In December 2022 AMI’s Senior Policy Adviser Stacy Penn shared the experience of her friend who suffers from anxiety and wanted to purchase income protection through a mortgage adviser.

Stacy drew on key messages for both advice firms and insurers, encouraging advice firms to:

• Consider how mental health exclusions are communicated to customers.
• Consider customer vulnerabilities and whether processes should be adapted to improve the customer experience.

Click here to watch the seven minute speech (Stacy’s segment starts at 47:47 but it’s well worth watching the other speakers who covered an array of protection related topics).