Fri 25 Feb. 2022

CII encourages mental health conversations

Two-thirds of insurance professionals are confident discussing mental health and money with customers, a survey has revealed.

A social media poll of 597 Chartered Insurance Institute members, conducted in January, revealed while most insurance professionals are self-assured when discussing mental health and finances, a third still lack confidence talking about these subjects.

To address this, on Time to Talk Day (3 February), when Mind encourages conversations about mental health, the Chartered Insurance Institute is sharing good practice guidance with insurance professionals to empower and equip them to have these discussions.

Good practice guidance produced by the CII Group recommends professionals follow the Texas model, developed by the Money Advice Trust and the Royal College of Psychiatrists.

T – Thank the customer for telling you the information, setting up a background of empathy and respect for the rest of the conversation.

E – Explain how the information will be used and reassure them that you are putting their interests first.

X – Ask for explicit consent from the customer to record the information they give you.

A – Ask some key questions, such as if their illness affects the way they want to communicate with you.

S – Signpost to another provider or resource who may be more appropriate if you are unable to help as this demonstrates you have engaged with their needs.

Matt Connell, Policy and Public Affairs Director of the Chartered Insurance Institute, said: “Consumers seeking insurance are looking to protect themselves, their property or their loved ones.

By putting yourself in the mindset of the customer, and following the Texas model, insurance professionals are better able to empathise with their requirements and individual circumstances.

“If the customer can see you are trying to understand their needs, this should help towards addressing those needs.”

To read the guidance, click here.