L&G’s Retail Protection business has introduced a series of underwriting changes aimed at simplifying applications and improving long-term outcomes for customers.

The insurer said the updates respond to customer feedback and behavioural science insights, with application forms redesigned to be clearer, more relevant and aligned with industry best practice.

Questions have been simplified and clarified, with complex areas broken down into more manageable parts. Additional examples have also been introduced to help customers provide accurate information with greater confidence.

L&G said the changes should lead to more effective disclosure at the point of application, allowing the insurer to better understand customers’ needs and ensure policies accurately reflect individual circumstances when a claim is made.

Broad questions covering health and lifestyle have been divided into smaller, more specific queries. Family medical history questions have also been refined to refer specifically to full blood relatives, a move intended to reduce errors and the need for manual underwriting referrals.

David Banks, director of claims and underwriting, retail protection at L&G, said: “This latest series of underwriting improvements is designed to simplify the application journey to ensure that customers are more accurately protected and better supported throughout the process.

“The changes reflect our commitment to listening to customer feedback, learning from claims experience, and applying behavioural insights.

“Our enhanced application process, aligned with current trends and industry best practice, will help customers tell us what we need to know to pay more claims.”