SARs challenge doctors to improve service - Pacific Life Re

Pacific Life Re has applauded insurers for tackling the growing problem of long delayed GP reports (GPRs) by using data protection legislation to request medical information.

The reinsurer argued that using Subject Access Requests (SARs) was necessary to apply pressure to doctors to improve service levels that fall "increasingly out of line with the expectations of modern consumers and patients."

As COVER previously reported, the controversial SAR practice forces doctors to comply with requests within 40 days and for a fraction of the previous pan-industry agreed fee.

It has led to opposing views within the industry and warnings that the crucial relationship between insurers and GPs could be irrevocably damaged.

But the reinsurer believes the potential benefits from the move far outweigh the possible pitfalls.

Warren Copp, chief underwriter at Pacific Life Re, told COVER: "The service that insurers receive in relation to GPR requests is becoming increasingly out of line with the expectations of modern consumers and patients.

"Perhaps the biggest concern is the group of potential customers who miss out on the protection that they really need after losing faith in the process.

"The use of Subject Access Requests is challenging the status quo and will apply pressure to doctors to improve the service provided - on this basis alone I believe it is a positive initiative," he added.

However, Copp is aware of the damage that could be done and recognised that SARs may simply be a means to the end of obtaining a better service standard from GPs.

"Whether SAR's ultimately become the market standard will, however, depend on many factors such as overall cost and service implications, impact on the wider customer experience, and the practicalities of maintaining positive relationships with General Practitioners," he said.

"The importance of the latter is not something that we should take lightly but I do think the initiative brings healthy challenge to an area that currently doesn't work well."