05/10/2026
Hi Everyone,
👨💼 Just a quick service update to keep you in the loop.
✅️ Back in August the turnaround time for medical evidence was 14 days, but its thankfully a lot better now.
• Time for medical evidence to be assessed – 4 days (nearly 3).
• Time for new applications to be assessed when a refer decision from the system – Within 24hrs.
• Time for declarations of health to be assessed – Within 24hrs.
🙋 To continue the good news around service we have also just started to use a new system.
💯 This is a significant step forward in improving both the underwriting journey and operational efficiency by delivering:
• Faster application progress – digital requests and proactive follow-up help reduce delays in receiving GP reports.
• Less manual effort in Operations – removing the need for case managers to chase surgeries frees up time for higher-value activity.
• A more consistent process – a single, streamlined approach across all GP report requests reduces complexity and improves efficiency.
• A paperless experience – moving away from postal requests supports a more efficient and sustainable process.
📌 Please note:
Only GP report requests issued from 30 September 2026 onwards will be managed through our new service. Any requests already in progress before this date will continue to follow the existing Operations process until completed.