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In December we undertook an exercise to capture all the members’ medical underwriting statuses on our administration system from data downloads supplied by our two insurers. This was done so that we could more efficiently service our clients by identifying members who need to go for medicals quickly and affect the requests for information as soon as possible. This also allowed us to indicate the correct status on our benefit statements and operational reports.

We issued requests for medical information from a large number of members during January and February and gave them 3 months to respond (more than half did). At the end of March we sent another communication to our intermediaries requesting them to follow up with their clients with outstanding medicals (300 intermediaries never opened this email, so had to be phoned).

In the next week, we will be forwarding letters to all individual members who did not respond to our requests to complete medical questionnaires, confirming their restriction to the Free Cover Limit.