News.

• 62% of advisers state finding cover for clients with pre-existing medical conditions is “difficult”, finds research from The Exeter
• The ability to cover clients with pre-existing conditions is the most important element of working with an insurer, according to almost a third of advisers

• Former Holloway Friendly COO to lead multiple teams with a focus on enhancing customer experience and supporting business transformation 
• Esson to join both Board of Directors and Executive Leadership Team

• 43% of advisers believe quality of insurance product, including added value services, was the most important selling point to their customers, even above affordability (31%)
• Advisers aged 18-24 (33%) and 25-34 (38%) found it more challenging to clarify policy exclusions and conditions than advisers aged 35-44 (20%)

• Over 10,000 appointments with specialists were booked through the app by The Exeter’s members, a 175% increase from 2023
• 31-40-year-olds were most engaged with the app accounting for 23%, closely followed by 41-50-year-olds (21%).
• Remote GP appointments accounted for 74% of all usage on the app

• The Exeter has launched a new multi-benefit application system, allowing advisers to apply for income protection and life insurance in a single journey for the first time
• Real Life, The Exeter’s life insurance product, is now available on aggregator portals and has been enhanced to include beneficiary nomination, dual cover and joint life options 
• Updates have also been made to The Exeter’s income protection product, Income First, including the introduction of a fixed benefit option that lets clients secure 100% of their benefit (up to £7,500) within six months

• 34% pointed to increased demand for advice and regulatory changes as major challenges.  
• 26% noted that documenting and recording advice conversations significantly impacted their time

• Mortgage market instability (27%) and continued pressure on consumer finances (26%) also rank high as top challenges over the next 12–24 months for advisers
• Male and female advisers highlight differing priorities, with men more concerned about changes to commission structures, while women focus on NHS investment

• Over half of advisers anticipate that demand for income protection will increase in 2025
• The vast majority of advisers across all UK regions were confident that they would be able to meet the increased demand (92%)
• Advisers report the greatest opportunities over the next 12-24 months are around consumer awareness and specialised advice

• Member registrations on the HealthWise app are up from 2,844 in H1 2023 to 5,620 in H1 2024 
• Remote GP appointments are on the rise, standing at 3,479 sessions in H1 2024 compared to 2,378 sessions that took place in the whole of 2023. 

• Warman's appointment became effective from 1st September 
• Warman will report directly to The Exeter’s CEO Isobel Langton, forming part of the mutual's Executive Committee 

• The mutual contributed £51,600 to charitable causes last year, continuing its commitment to social responsibility.

• Nearly 1,000 Health MOTs have been conducted by members to date
• New offering of unlimited remote GP appointments has led to a 142% increase in appointments being booked between November 2023 and March 2024

• The mutual's latest appointment focuses on improving income protection services for both members and intermediaries

• Overall, 93% of all insurance claims across The Exeter’s total offering were paid, totalling £41.2 million in payouts
• The total payout for income protection claims grew from £9.9m in 2022 to £11.3m in 2023, while the total payout for health insurance claims increased from £25.4m in 2022 to £28.4m in 2023
• The most common reasons for an income protection claim were musculoskeletal conditions (42.8%), hip & knee disorders (10.5%) and mental health conditions (7.5%)

• Only 6% of respondents said they did not see the importance of insurance products
• Yet, 13% of respondents are unsure of when to purchase products

UK protection and health insurer The Exeter has announced the appointments of Ali Law as Chief Information Officer and Toby Bainbridge in the newly created role of Head of Insurance Solutions.

• 66% of advisers expect interest in more affordable and guided options to increase
• 30% of advisers reported feeling worried about keeping up with customer demands this year

• Use of the HealthWise member benefits app in 2023 was the highest since the pandemic
• December saw the highest monthly usage with over 440 appointments booked during the month
• 63% of usage in 2023 was to book remote GP appointments

"We are on an exciting journey to leverage our culture and technology to provide even better outcomes for our members and advisers."

• 26% of UK workers who cancelled an insurance policy in the past twelve months chose to do so because they could no longer afford it.
• Less than half (49%) of workers were aware of the additional benefits included with policies.
• Almost a quarter (24%) cancelled as they had not previously made a claim.