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‘The insurance companies should make sure their customers know what it is and why they should
buy it as an add-on.’
Aged 40-60 years, medium level of financial confidence, with MLEI
‘If it was properly explained to me beforehand and during, I’d be more likely to accept it.’
Aged 20-40 years, higher level of financial confidence, with MLEI, successful claimant
‘It needs to be more transparent and a lot more regulated.’
Aged 20-40 years, higher level of financial confidence, with MLEI, successful claimant
Consumers consistently recommended a combination of interventions during the purchase process to
communicate key messages about MLEI, both as a pop-up text box online when MLEI is selected, and
as a scripted description during a purchase made over the phone, both with a focus on clarifying the
extent and the limits of MLEI cover, as well as typical circumstances where a consumer might
benefit from having MLEI. This was felt to be a potentially effective means of ensuring consumers
are provided with the means to make a decision based on fact, as opposed to incorrect assumptions
about MLEI.
9.2 MLEI included as standard
Many consumers also suggested that MLEI felt like a complex product and the decision whether or
not to include it in their car insurance was a difficult one to make, especially in the context of the
speed and pressure of researching and purchasing car insurance. Even when the product had been
discussed and definitions shown, many still felt far from certain whether they really required MLEI.
So many came to the conclusion that MLEI might be a product that simply doesn’t work as an ‘add-
on’, and if it is felt by the industry or the FSA that consumers really need it, then it should be
included in all policies as standard. If, however, it was felt that there was little or no benefit to
consumers from having MLEI, then it should not be available in any form.
Consumers felt this would be the optimum solution to the problem of selling MLEI and benefit the
consumer by helping them to achieve what they want, car insurance that has the necessary cover to
meet their needs but without them having to make what can feel an impossible decision.
‘Unless you are legally minded, you can be bamboozled. It should either be there, or not.’
Aged 40-60 years, medium level of financial confidence, with MLEI, unsuccessful claimant
‘It shouldn’t be an option, it should just be there.’
Aged 20-40 years, lower financial confidence, without MLEI
‘I think it should be part of the product and should be part of the product as standard. I don’t
think it should be optional, when it is optional it is more complicated to choose, especially if you