Tom Salmon, Senior Claims Assessor at Pacific Life Re | March 2026
This video was originally published by the Income Protection Task Force March 2026
Misrepresentation continues to be a critical issue in protection insurance, yet it is often poorly understood. In this session of the IPTF Industry Conversations series, Phil Deacon brings together voices from reinsurance, insurance and the advice profession to explore the issue from multiple angles.
The panel examines the drivers behind misrepresentation, the consequences for customers, advisers and insurers, and the role that stronger education and better processes can play in reducing risk. The conversation also sheds light on what happens when claims are made, drawing on real‑world experience from underwriting, claims and distribution.
Alongside practical insight, the discussion highlights the very real human impact when things don’t go as they should.
Key takeaways
- Most misrepresentation is not deliberate. The majority of cases arise from careless or misunderstood disclosures rather than intentional non‑disclosure.
- Speed can undermine accuracy. Simplified digital journeys, straight‑through processing, and pressure to place policies quickly can reduce the depth of underwriting conversations.
- Advisers play a critical role. Effective advice focuses not just on getting cover in place, but on ensuring claims can be paid in the future through clear, thorough disclosure.
- Customers often misunderstand significance. Applicants may overlook or forget details they see as minor, or withhold information out of fear of higher premiums or exclusions.
- Training gaps remain. Adviser education tends to prioritise products over how to ask underwriting questions and manage sensitive disclosure conversations.
- Direct‑to‑consumer journeys present added risk. Without adviser support, customers are more likely to misinterpret questions or provide incomplete answers.
- The impact is significant. Misrepresentation drives operational complexity, increases costs, and poses serious reputational risk, while creating distressing outcomes for customers at claim stage.
- Small changes can make a big difference. Better education, clearer communication, post‑issue sampling, and smarter use of technology could materially reduce misrepresentation across the industry.
To watch the full video click here. Industry Conversations - Income Protection Task Force
Tom Salmon
Senior Claims Assessor
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