Axa's Graham Harvey: What's in a name?

Someone who has become disabled following an illness may well believe that it is total and permanent because it's changed their life. But justifying what the industry means by ‘Total' and ‘Permanent' against people's subjective understanding of those words is an ongoing debate. Many claims are rejected because the definition is misunderstood, which means people are buying products they don't fully understand. Recently an ABI working party announced plans to educate advisers more and standardise the definition. Is this enough? Of course standardisation and education will help but I ...