ABI guidance halves non-disclosure complaints

The number of complaints to the Financial Ombudsman Service (FOS) regarding claims for long-term protection policies has halved since the introduction of new industry guidance. According to the Association of British Insurers (ABI), its guidance, first introduced in January 2008, has helped firms to improve their treatment of policyholders’ claims for critical illness, income protection and life insurance where medical information has not been disclosed, unless the customer is found to have deliberately withheld the information.