"Although pricing and definitions of various conditions are important to us, they’re not going to help advisers understand or recommend our products to customers.
“Collectively we need to be better at dealing with sensitive issues in a respectful, human and business-like way. How comfortable are advisers with exploring their clients’ mental health history?"
He says that paying claims and providing early interventions and back to work support are all well and good, but the industry needs to get better at telling the positive stories.
“Numbers and stats are fine, but they don’t inspire hearts and minds.
"Behind each of these numbers are real people with real stories. We need to be better at telling these stories in a respectful way that makes others realise the levels of support we can and do provide.”
Be more open
In a workplace context, this means embracing a culture of openness.
Encouraging leaders to speak out about their own mental health challenges to help reduce the stigma. Lloyds Bank’s #GetTheInsideOut campaign was highlighted recently by Lord Dennis Stevenson, speaking at an industry event.
The life insurance industry has yet to show its mettle in this regard apparently, although the charity Mind has worked closely with general insurer Hiscox to develop its WeMind network.
These initiatives are united in the view that change must come from the top and be integrated into whole of workplace culture.
There has to be a focus on the “bigger picture” to have the most effect, adds Debbie Kleiner, head of workplace happiness at PES.
For this reason, Mental Health First Aid (MHFA) England has been criticised in some quarters with regards to its Where’s your head at? campaign, which is felt to be too one-dimensional.
The campaign aims to get first aid regulations amended so that mental health, as well as physical health, first aid in the workplace is mandatory.
“MHFA has been criticised by some, in particular the Health and Safety Executive,” says Ms Kleiner. “However, it is only when it is seen as the solution to workplace wellbeing that I can see MHFA training as ‘not enough’.
“The stand out has been for companies to embrace this openness about mental health which helps break the stigma around it.
"Those brave enough to speak out as leaders have helped change the culture in their organisation and, coupled with line manager training, this is what has the most impact. Line managers are key to employees feeling supported in their workplace.”
The individual & self-awareness
