MorganAsh

Pharmaceutical and General Provident Society (PG) is a friendly society, established by the National Pharmacy Association in 1928. PG markets a Holloway income protection product to the pharmacy community in the UK. As part of its growth strategy, PG is increasing its distribution through affiliate groups. To cater for the expansion, and to provide a simple way to purchase the product, they have adopted MorganAsh’s tele-interviewing service.

“Having a competitive product is not enough, we needed to differentiate our service, and tele-interviewing gives us just that,” explains John Mather, CEO of PG. “Purchasing our products has become so much easier and quicker with tele-interviewing, which is vital to our business growth plans.”

MorganAsh’s experienced nurses undertake in-depth interviews of applicants at a time of their convenience. All information is gained in an in-depth interview, thus reducing the need for GPRs and other medical information.

Improving sales has not been the only advantage, explains Sheila Nugent, chief underwriter for PG. “We used to use GPRs for most applications, as our product is mainly day-one cover, income protection. We have reduced the amount of GPRs, substantially saving us both time and money.”

The MorganAsh service is greatly reducing the non-disclosure issue as 70% more information is collected compared to traditional application-form approaches. Andrew Gething, managing director of MorganAsh, commented: “We have completed over 30,000 tele-interviews, and have zero contested claims; this is greatly reducing the non-disclosure issue.”

Gething further comments, “PG, like many of the smaller friendly societies, has managed to leap ahead in their service offering. They have moved from paper-based processes direct to outsourced tele-interviewing and tele-underwriting. Many of the larger life companies’ processes are embedded within complex in-house point-of-sale systems, which are hampering their progression to tele-interviewing.”

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