PARADIGM PROTECTION NEWSLETTER SUMMER 2026 www.paradigm.co.uk/protection
CONTENTS 4 Paradigm Protection Services Protection Market Update Mike Allison 8 Legal and General Protection Planning and Inheritance Tax (IHT): Getting Ahead of Future Liabilities 21 Paradigm Giving Back: What Could Your Business be Doing? Amarjot Butcher 10 Zurich Mental health Pressures Could Cost £170bn, Equivalent to 5% of UK GDP 14 Paradigm The Case for Change: Why Mandatory Mortgage Advice for FirstTime Buyers Matters Robert Hunt 18 Paradigm Spotlight on Neurodiversity: Supporting Your Clients and Colleagues Riona Mulherin 20 Paradigm A Practical Guide to Using Quick Response (QR) Codes Graeme Stewart 16 Paradigm The Evolution of Protection Advice Selma Anwar
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Mike Allison Director of Protection Protection Market Update 4 Welcome to the latest edition of the Paradigm Protect Newsletter. I have to kickstart this with a big "Thank You". Now that we have formally announced our results, I am pleased to announce another record year! We achieved further 15% growth in Annual Premium, in addition to the 23% the previous Year. The great news is that we attracted circa 100 new firms to Paradigm Protect which gives us a continued base for future growth and supports our assertion that we have the market leading proposition with our “no loaded premium” and “whole of Market” stances. I also include this month some highlights from the Swiss Re Annual Report on the Market in 2025. As the Sales level remain pretty flat across the board, I would find it interesting from your perspectives to compare it against your own growth and potentially use it as a benchmark in your Consumer Duty Plan. It isn’t always easy to satisfy the regulator in some aspects of what you are doing but benchmarking performance against the Market is a tangible measure of success. As ever, things don’t stand still in Protection World and we are seeing some positive moves by Providers to enhance propositions as well as seeing new entrants into our space. Two such forward-thinking Provider articles this quarter; one pointing to the opportunities that are emerging in the IHT space from Legal and General and the other on some research carried out by Zurich in relation to Mental Health. If you as Mortgage advisers have clients whose Wealth portfolios are elsewhere please don’t assume the discussions on IHT are being picked up. From your Fact Finding you will know those who have asset levels now that move them in to IHT space never mind before Pension Pots are added to the numbers next Year. We also shouldn’t forget Parental gifts for house purchase that are Potentially Exempt Transfers (PET’s) as soon as they are made you may want to at least outline risks and solutions via Gift Inter Vivos policies Zurich highlight that by 2030, almost one in three working-age adults (32%) in the UK may be living with a mental health condition. Since the last Newsletter, we have supported Mental Health Awareness Week. 2023 2024 2025 100 new firms added Consistent with a ‘Whole of Market’ stance Human Care Focus: Major Charity Mind used the week to highlight the importance of active listening, person-centered care, and reducing the stigma in local communities. Themes emerge from the 2025 data and analysis Selective, advice-led growth: Volumes declined modestly, but advised channels proved more resilient, with income protection driving activity. More tailored demand: Customers are increasingly structuring protection around specific budgets and priorities, supported by more flexible product design. Shifting product landscape: Income protection is becoming more central, alongside increased use of multiAnnual Premium +15% growth this year +23% previous year Theme of “Action” explores taking action for yourself, for someone else, and for all of us. HEADLINE Celebrating a record year! HEADLINE Core highlights of Mental Health Awareness Week. HEADLINE Take measurable steps to protect your wellbeing and challenge systemic mental health issues Wear it Green Day (14th May) Providing fundraising opportunities 2023 2024 2025 100 new firms added Consistent with a ‘Whole of Market’ stance Human Care Focus: Major Charity Mind used the week to highlight the importance of active listening, person-centered care, and reducing the stigma in local communities. Themes emerge from the 2025 data and analysis Selective, advice-led growth: Volumes declined modestly, but advised channels proved more Annual Premium +15% growth this year +23% previous year Theme of “Action” explores taking action for yourself, for someone else, and for all of us. HEADLINE Celebrating a record year! HEADLINE Core highlights of Mental Health Awareness Week. HEADLINE Take measurable steps to protect your wellbeing and challenge systemic mental health issues Wear it Green Day (14th May) Providing fundraising opportunities
Continued on next page... 5 Every time you select a Provider for a client, you are potentially giving the gift of access to Mental Health Support via the additional benefits programmes offered by Insurers. I know there is a lot to think about when making your recommendations, but these shouldn’t be forgotten given the pressure on the NHS and wait times for counselling. The Market: Swiss Re Report 2023 2024 2025 100 new firms added Consistent with a ‘Whole of Market’ stance Human Care Focus: Major Charity Mind used the week to highlight the importance of active listening, person-centered care, and reducing the stigma in local communities. Themes emerge from the 2025 data and analysis Selective, advice-led growth: Volumes declined modestly, but advised channels proved more resilient, with income protection driving activity. More tailored demand: Customers are increasingly structuring protection around specific budgets and priorities, supported by more flexible product design. Shifting product landscape: Income protection is becoming more central, alongside increased use of multibenefit solutions. More segmented market: Customer needs are diverging, placing greater emphasis on targeted propositions and adviser support. Annual Premium +15% growth this year +23% previous year taking action for yourself, for someone else, and for all of us. HEADLINE HEADLINE Take measurable steps to protect your wellbeing and challenge systemic mental health issues Wear it Green Day (14th May) Providing fundraising opportunities Distribution comments in the Report Non-advised sales accounted for 24.2% of new term assurance business in 2025, representing a decline from the previous year despite only a modest reduction in overall volumes. This continues a broader downward trend from the higher levels seen in recent years, when non-advised sales approached 50% of new business. This shift towards advised distribution is particularly evident for products including critical illness, where sales fell more sharply, reinforcing the role of advice in supporting customers to navigate comprehensive Protection. Income protection remains strongly adviserled, reflecting the complexity of the product and the importance of guidance in helping customers understand and structure appropriate cover. This is particularly relevant given how benefit payments can interact with eligibility for State Benefits Conclusion of the Report The 2025 results reflect a market that remains resilient but increasingly shaped by changing customer behaviour and structural evolution. Customer selectivity continues to influence both demand and product design, contributing to more targeted purchasing and divergence between product lines. At the same time, underlying protection needs remain strong. The challenge for the industry will be to convert this need into sustainable demand through clear value propositions, flexible product design and adviser-led solutions aligned to customer budgets while continuing to adapt to a more segmented and demanding workforce environment with increased numbers of self-employed and GIG economy workers Product Entrants and Enhancements Beagle Street have been working with some intermediaries to “test” their proposition in the Intermediary space. Initially they were a Direct to Consumer Business but are in the process of launching fully in to the adviser market. Initially, the offering will be Life and/or CI, but they do have somewhat unique approaches to loading for non-standard lives. You will be seeing them appearing on the portals soon so you will need to refer back to the Paradigm information as to how you access the Product and the commission terms available. It is positive to see new entrants in to the Intermediary space given the recent loss of HSBC. National Friendly have announced that they will add Life Cover to their offering of Income Protection. These will be available across a range of Joint Life and Single Policies.
6 Added to their competitive and comprehensive Income Protection Product, this will be a valuable addition to their range and well worth investigating. Friendly societies sometimes have a different view on Claims payments given their mutuality and member status and consideration can be given to this in reviewing suitability of a Product. As Shepherds Friendly marks an incredible 200 years as a mutual, they have made a leap forward in their Income protection Product. Investment in new Technology is set to significantly increase straight through processing; delivering faster, smoother underwriting decisions for advisers. In addition they boast: • Reviewable medical exclusions after 12 months symptom-free • Flexible plan options: short-term (1–2 years), full-term (to retirement), career breaks, and guaranteed insurability • Free member benefits: 24/7 virtual GP, Nuffield Health gym discount, rehabilitation support, £250 Junior ISA new child payment, and £6,000 bereavement payment Guardian have launched their new CI essentials policy and Critical Illness Essentials and Combined Life and Critical Illness Essentials are now live as part of Guardian’s Essentials range. Advisers and industry experts have welcomed the 4 additional payout conditions for early-stage cancer, when comparable policies cover less. New, simplified policy terms and conditions to make it easier for clients to understand their cover and see clearly what they can claim for. The new covers are available today on the Protection Portals and information will soon be available on the Guardian Paradigm Page and we are shortly to release an Insights Video outlining the changes as well Income Protection Action Week (IPAW) runs from 21–25 September, led by the Income Protection Task Force (IPTF). Over the past five years, Income Protection has seen strong percentage growth in product sales, with initiatives like IPAW helping to drive awareness and engagement across the industry. The free to attend Webinars are broadcast daily between 12 and 1pm. This Year amongst other topics they will: • Focus on Younger Lives • Look at clients who change careers • Explore Self Employed challenges/myths • Consider implications and solutions on Divorce • Revisit 7 families • Investigate building Financial resilience in an AI World. You can check the Income Protection Task Force website closer to the event date to register for the daily webinars, access educational resources, and review past campaigns. Mandatory Advice for FTB’s Campaign You may well have seen in the Financial Press recently that we have launched a campaign to highlight the need for Mortgage advice to be given to First Time Buyers. The FCA’s vulnerability guidance (FG21/1) defines vulnerability as circumstances that make consumers especially susceptible to harm, and we believe this is a strong rationale to support advice
being mandatory for those in this situation. This campaign has been under consideration from our perspective for some time and following on from the Mortgage Market Review in July last Year and the output from the Pure Protection Market Study we believe this is a good time to highlight the need for this, not only from a Mortgage perspective but from a Protection standpoint too. I would ask that you spent a few minutes reviewing our dedicated support area, and lend your support to it, individually and as an organisation if possible. It has the full support of AMI as well as some prominent Lenders. If we can get the Protection community behind it too, it will all help drive better outcomes for clients. GI Enhancements to add commercial value to firms Now that the Renters Rights Bill is upon us I would just want to take time to highlight some of the Provider Products that have adapted to open opportunities for you With the removal of Section 21 "no-fault" evictions, regaining possession may take longer, increasing the risk of lost rental income if a tenant stops paying rent. Rent Guarantee is a common addon to a landlord insurance policy. It helps protect rental income if a tenant stops paying rent, providing financial support while possession proceedings are pursued. With Source Insurance, Rent Guarantee Cover provides protection for up to £2,500 per month for up to 12 months, helping to reduce the financial impact of missed rent payments. What’s more is that Landlords may need to rely more heavily on formal possession proceedings and dispute resolution processes, making legal expenses cover more valuable. Legal Expenses are a common feature or optional addon to landlord insurance policies. It helps protect you against the costs of possession proceedings and tenancy disputes, providing access to legal support when you need it most. With Source Insurance, don’t forget Legal Expenses are included as standard, giving landlords added protection and support when dealing with legal challenges. Pradigm Events Throughout the year, Paradigm run a wide range of events which will help you to gain understanding on important topics, hear relevant market and product information and meet your CPD requirements. Have a look at the schedule. Yet again Thanks for your continued support. Your continued use of our no loaded Premiums Whole of Market proposition not only supports the view of the FCA but gives your clients the best choice of Providers at the best possible premiums for them. We are continuing to broaden the Products and Services we offer to you and to keep what we do Market Leading. 7
The Autumn 2024 Budget announced significant changes to the Inheritance Tax landscape. And along with updates announced in recent months, these changes are expected to see around 10% of estates paying IHT by 20301. There are two stages of changes. The first, from April 2026, will see some business owners and farmers facing changes to agricultural property relief and business relief. Recent updates to the original proposals will see an allowance of £2,500,000 for a 100% rate of relief, and a 50% rate of relief thereafter. Married couples or civil partners will be able to pass on their allowance in a similar way and in addition to their NRB. The second change from April 2027, when pensions are currently expected to come into scope of IHT. This may have the biggest impact on the number of estates paying IHT with less than 14 months until its inclusion. Nil Rate Bands (NRBs) have also been frozen until 2031, which will see more clients pulled into paying IHT by the ‘fiscal drag’ this causes. Protection as a solution to mitigating IHT Many clients who’ve been decumulating in a specific order (such as using pension schemes as a tax planning tool to transfer wealth without a paying IHT) will need to rethink their plans, as the upcoming changes will have a significant impact. It’s crucial for individuals to review their estate and legacy plans as soon as possible, even though the liability isn’t effective until April 2027. This ensures there’s time for appropriate strategies to be put into place. Traditional estate planning options may no longer be practical or sufficient for many clients because of the short time frame. In those cases, protection, specifically policies written in trust, can offer a way to manage an otherwise unavoidable (and increased) IHT liability. Where clients choose to access pension funds earlier than originally planned, to spend or gift may be subject to the individuals’ marginal rate of income tax. Simply put, many don’t have enough time to switch over to a different strategy. Where their assets are tied up or their age prevents them from gifting, protection may be the most suitable option. How can these solutions help? Gifting for many is still the primary strategy for Inheritance Tax planning but can present a seven-year problem if clients gift now. Some clients will be looking to change decumulation strategies or make additional gifts now without waiting for the changes. For these clients, term assurance of gift-inter-vivos plans may be appropriate. Some clients will have a lifetime problem and are unable or unwilling to gift. These changes could increase their liability and their need becomes for whole of life protection. Protection Partner Article Protection Planning and Inheritance Tax (IHT): Getting Ahead of Future Liabilities 8
Taking account of future changes The advice process can naturally take some time, from multiple client meetings, research and product selection, to the underwriting journey. IHT planning will typically be undertaken for older clients who’ll likely need to go through an underwriting journey. This may require a nurse screening or a doctor’s report, even for relatively modest sums assured at older ages. L&G can insure your clients to cover their full IHT needs, including their future increased liabilities caused by these changes. You don’t have to wait until the changes take place, by which time the client will be older and may have further medical details to disclose. As part of a holistic financial planning conversation, it is important to explore protection solutions that can provide longterm security and peace of mind for clients and their families. Whole of Life product as a potential option allows clients to consider how they may meet future liabilities, such as inheritance tax, while ensuring a guaranteed payout whenever death occurs. 9 By asking open questions about estate planning objectives, legacy wishes, and family protection needs, advisers can naturally identify whether a Whole of Life policy may form a valuable part of the client’s overall financial strategy. In short, you can put in place valuable protection cover today to include the increased liabilities that will be caused by agricultural and business properties and / or pension schemes. You have dedicated support at L&G to help you through this process. Our BDMs are onhand to help you. They can put you in touch with the underwriting team before you apply so you know the likely underwriting requirements and outcomes for particular disclosures. Legal & General Assurance Society Limited. Registered in England and Wales No. 00166055. Registered office: One Coleman Street, London, EC2R 5AA. 1Office of Budget Responsibility
10 Protection Partner Article Mental Health Pressures Could Cost £170bn, Equivalent to 5% of UK GDP Our new report finds a third of workingage adults may be affected, deepening workforce shortages and productivity losses. • By 2030, almost one in three workingage adults (32%) in the UK may be living with a mental health condition • Teenage mental health rates are projected to reach 64%, twice the adult rate, Mental as the number of young people not in education, employment or training (NEETs) hits a five year high • 63 days of healthy life lost every year for those with mental health conditions, valued at £298bn annually • People with mental health conditions are 29 percentage points less likely to be working, giving the UK one of the strongest links between poor mental health and long term economic inactivity Our global report, The Value of Mental Health, warns the UK faces a major economic and social crisis unless mental health support moves from simply diagnosing conditions to actively helping people to enter, remain in and return to the workforce. The report reveals that by 2030 almost one in three (32%) working age adults in the UK are projected to be living with a mental health condition, giving the UK the highest rate of diagnosed mental illness among comparable high income economies. This figure is forecast to be twice as high (64%) among teenagers aged 15–19 within the next five years, raising fears about what this could mean for the future workforce. Anxiety disorders (49%) and major depressive disorder (26%) account for the majority of diagnosed conditions, alongside other mental disorders (7%), dysthymia (4%), autism spectrum disorders (3%), ADHD (3%) and bipolar disorder (3%).
11 The widening employment gap The largest economic impacts are not driven by short term sick leave, but by a widening employment gap. In fact, 98% of productivity losses are caused by reduced workforce participation. The report reveals that the UK has one of the strongest links between poor mental health and long term economic inactivity, with employment rates 29 percentage points lower among people with a mental health condition (53%) compared with those without one (82%). In comparison, the gap in similar markets such as Germany and Australia is around 40% lower, at approximately 17–18 percentage points. Persistently high rates of mental illness despite significant investment The report shows that the biggest costs of mental illness often sit outside formal protection systems such as community social care. Across six countries analysed – Australia, Chile, Germany, Malaysia, the United Arab Emirates and the United Kingdom – the burden falls heavily on individuals, families and employers, through losses in wellbeing and productivity that can far exceed official mental health care spending. Cost to the UK economy In the UK, the economic value of wellbeing lost to mental health conditions is around seven times greater than what is spent on formal mental health services. The UK already invests 1.4% of GDP (around £42 billion) in mental health protection systems, such as community mental health teams (CMHTs), but this is clearly not sufficient. Mental health related productivity losses are projected to exceed 5% of the UK’s GDP by 2030. This is equivalent to £170 billion a year and is far higher than the projected loss for other comparable markets: 4% of GDP for Australia, 3% for Germany, 2% for Chile, and 1% for both Malaysia and the UAE. The report also measures effects on people, productivity and protection systems through to 2030, using metrics such as years of healthy life lost, workforce participation gaps and system level costs.
12 Protection Partner Article The impact of early diagnosis on Gen Z and teenagers Mental health conditions in the UK are increasingly identified during adolescence and early adulthood, with 41% of 15 to 19 year olds suffering from an anxiety disorder – higher than any other market analysed. While earlier recognition should bring clear benefits for treatment, there are worrying signs that this is not translating into young people who are ready to join the workforce. Currently, nearly one million young people (13% of those aged 16 to 24) are not in education, employment or training (NEETs) – the highest level in five years. The government’s Keep Britain Working Review, in which Zurich UK is participating in the “vanguard” phase to help create a workplace health standard, showed that investment alone is not enough without early intervention and stronger education to work pathways. This report should be a wake up call to link mental health pathways to workforce participation and to strengthen early intervention in work through employer provided workplace health provision. “The rise in youth mental health care needs is the start of a wave that will shape the UK’s workforce for a generation. Early intervention is key, and it’s the only way to stop today’s challenges from becoming tomorrow’s crisis. We know that those who are off work for less than twelve months are nearly five times more likely to return than those off for longer, highlighting the need for rapid employer led intervention and structured return to work support. Unless we intervene, mental health risks will become a persistent drag on productivity, economic growth and social mobility.” Peter Hamilton, Head of Market Engagement at Zurich UK. “The rising rates of mental health conditions and high numbers of young people not in education, employment or training are deeply concerning, and the two are closely linked." “Young people who are NEET are more likely to suffer from mental health conditions such as depression or anxiety, while also missing out on the social, structural and therapeutic benefits that education or work can offer. On top of this, the cost of economic inactivity is deeply concerning." “As legislators, we have a duty to close the employment gap, cut the cost of economic inactivity, reduce mental health waiting lists and deliver parity of esteem between mental and physical health.” Sojan Joseph, MP for Ashford, Hawkinge and the Villages and Chair of the All Party Parliamentary Group on Mental Health, “Mental ill health remains one of the leading causes of workplace absence, both short and long term. Many people living with mental ill health want to work but feel held back, whether through loss of confidence or harmful workplace experiences." “We’re grateful to our organisation for its commitment to mental health and for the partnership that is helping ensure thousands more people across the UK can access support when they need it most.” Victoria Hornby, CEO of Mental Health Innovations. Our Value of Mental Health report is part of a series showcasing the value that can be preserved through approaches to mental health that support wellbeing, strengthen organisational performance and maintain resilient protection systems. You can download the report here
32% of UK workingage adults could be living with a mental health condition 1 in 3 by 2030 A GROWING CRISIS Adults Teenagers 32% Adults Teenagers 64% (2x higher) Affected by poor Mental Health by 2030 Anxiety disorders (49%) Depressive disorder (26%) Other disorders (7%) Dysthymia (4%), Autism (3%), ADHD (3%) Bipolar disorder (3%). Diagnosed Conditions PRODUCTIVITY & ECONOMIC COST £298bn Annual Impact 63 days of healthy life lost per year £298bn wellbeing cost annually £ £170bn productivity loss GDP %5 THE WORKFORCE IMPACT With Without One of the strongest links to economic inactivity globally Employment Gap 29% Lower Employment rate among people with a mental health condition The Value of Mental Health UK Snapshot YOUNG PEOPLE & FUTURE WORKFORCE 1 million NEET young people THIS IS NOT JUST A HEALTH ISSUE IT’S AN ECONOMIC ONE 98% of productivity losses come from Reduced workforce participation (not short-term absence) 13
As you may have seen over recent weeks, the team and I at Paradigm are calling on the FCA to make mortgage advice for all firsttime buyers mandatory. This is a campaign I have been planning for several months, and a topic I have been passionate about for quite some time. This is not a new concern. The question of whether first-time buyers are adequately protected when making the most significant financial decision of their lives has troubled me for years. They face a combination of challenges that no other borrower group faces to the same degree: limited experience of long-term financial products, real information asymmetry and lower financial resilience if something goes wrong. And yet the direction of travel has been going the wrong way, and has reached a point where we must call for change. The FCA's removal of the mortgage advice interaction trigger through PS25/11 last July increases the risk that more first-time buyers proceed without professional guidance. At the same time, the FCA's own Pure Protection Market Study confirmed that 72% of identified protection needs go unmet. These are not abstract statistics. They represent real people who are under-protected at a critical life stage, and Consumer Duty was designed precisely to prevent this kind of foreseeable harm. Mandatory advice for firsttime buyers is not a radical proposition. It is a proportionate, evidence-based response to a clear and growing risk. I have set out the full argument in our policy paper, Mandatory Mortgage Advice for First-Time Buyers: A Proportionate Regulatory Evolution Under Consumer Duty, which draws on the FCA's vulnerability framework, the precedent set by mandatory advice for defined benefit pension transfers, and the evidence from Lenders who already insist on advice for high loan-to-value products. The response since launch has given me real confidence that the industry is ready for this conversation. AMI has formally endorsed the campaign, with CEO Stephanie Charman backing the call for mandatory advice as a matter of urgency. Many of our members and Lender partners from across the industry have already signed the pledge, and the momentum is building. But we need to keep pushing. I cannot drive this change alone. The FCA needs to hear from the whole industry, and every adviser, network, Lender and firm that believes first-time buyers deserve better has a part to play. I am asking you personally to read the paper, sign the pledge, and if you agree with the argument, share it as widely as you can. The more voices behind this campaign, the harder it becomes for the regulator to look the other way. Read the paper and add your voice today. Personal Message from Bob Hunt, CEO The Case for Change: Why Mandatory Mortgage Advice for First-Time Buyers Matters Robert Hunt Chief Executive Officer 14 In a market where vulnerability is inherent rather than incidental, advice should not be optional.
13 First-time buyers are among the most vulnerable consumers in the mortgage market, and the case for protecting them is clear, evidence-based and increasingly hard to ignore. FIRST TIME BUYERS DESERVE BETTER. Paradigm is calling on the FCA and the wider industry to make regulated mortgage advice mandatory for all first time buyers. “A proportionate regulatory evolution under Consumer Duty.” Endorsed by: Since launching our campaign calling on the FCA to make regulated mortgage advice mandatory for all first-time buyers earlier this month, the response from across the industry has been remarkable. We have published a full policy paper, secured significant press coverage and gained the formal endorsement of AMI, whose CEO Stephanie Charman has backed the case for mandatory advice as a matter of urgency. Many of our members have already signed the pledge, and the momentum behind this campaign is growing by the day. We’re asking all Paradigm members to consider adding their voice. Read the paper, sign the pledge, and help us make the case to the regulator that the time for change is now. Click here to find out more and sign the pledge. Thank you for your support.
For many years, the protection market has measured momentum through volume; how many quotes were run, how many comparisons were generated, and how much activity flowed through sourcing systems each quarter. However, the industry is undergoing a significant shift. Protection advice is no longer defined purely by numbers, but by the depth and quality of conversations advisers are having with clients. Today, the protection discussion is becoming increasingly holistic, with advisers moving beyond single-policy recommendations towards broader, multi-benefit financial planning. Clients are no longer simply asking, “Do I need life cover?” They are asking, “How do I protect my lifestyle, income, and longterm wellbeing?” A Market at a Turning Point While demand for protection services continues to rise, the sector faces a mix of significant opportunities and persistent challenges that are reshaping how advisers and organisations operate. Growth, Innovation, and Rising Demand One of the most encouraging trends within the protection industry is sustained growth in demand. Increased awareness of financial vulnerability, alongside rising living costs and economic uncertainty, has driven greater investment in protection solutions covering: • Personal and family income • Physical health and wellbeing • Long-term financial resilience Technology is also playing a transformative role, enabling: • Faster underwriting decisions. • Improved access to digital health services. • More personalised product offerings. • Solutions for overseas clients. At the same time, enhanced training standards, improved certification frameworks, and stronger regulatory oversight are helping to build trust and elevate the reputation of protection advice. Paradigm has been actively contributing to this shift. Notably, it has launched an initiative calling on the FCA to make regulated mortgage advice mandatory for all first-time buyers, reinforcing the importance of embedding protection conversations at the earliest stage of the customer journey. Product innovation is improving accessibility across the protection market, with more affordable and flexible solutions meeting evolving client needs. Providers are expanding cover options while introducing broader wellbeing and healthcare support. This approach helps reach underserved clients, including those with health challenges, while customer-focused models continue to build trust and long-term value. The Challenges Despite this progress, the protection industry still faces several challenges... Paradigm Protection Article The Evolution of Protection Advice Selma Anwar Protection & GI Support Adviser 16
A More Holistic Future The protection industry is at a pivotal moment. Growth and innovation present significant opportunities, but challenges around complexity, engagement, and consistency remain. Success will depend on embracing modern, integrated approaches to advice where protection is not treated as an add-on, but as a core component of financial planning. Paradigm is positioned as a key enabler in this evolution, helping advisers bridge the gap between traditional protection models and the demands of a more informed, more complex client landscape. COMPLEXITY OF ADVICE INCONSISTENT CONSUMER ENGAGEMENT BALANCING COST AND VALUE INDUSTRY FRAGMENTATION AS PROTECTION BECOMES MORE HOLISTIC: Advisers are expected to assess multiple needs, from income protection to health services requiring broader expertise and deeper client engagement. CONSUMER PERCEPTIONS Many consumers still see protection as optional rather than essential, leading to underinsurance across the UK market AFFORDABILITY REMAINS A KEY BARRIER Providers may be introducing lower-cost options, but advisers must still carefully balance: • Comprehensive cover • Client budget constraints • Long-term benefit value. The market continues to be diverse and, at times, inconsistent, making it difficult for clients to navigate options and identify the most suitable solutions How Paradigm Is Helping Bridge the Gap In this evolving landscape, Paradigm is playing a crucial role in supporting advisers and improving client outcomes. A key strength lies in its dedicated protection helpdesk, where advisers can access expert guidance from initial enquiry through to application submission. This ensures: Cases are placed with the right provider first time. Complex scenarios are handled with confidence. Advisers are supported in delivering high-quality, compliant advice. By combining expert support, strong provider relationships, and a commitment to adviser development, Paradigm is helping to raise industry standards and improve consistency across the advice process. 17
Introduction Having recently undertaken some training with ACAS around supporting neurodiverse individuals, I wanted to share some thoughts around this important issue. Neurodiversity recognises that people process information in different ways. This includes conditions such as autism, ADHD, dyslexia and dyspraxia, as well as a broader range of cognitive differences. A significant proportion of the population is estimated to be neurodivergent, meaning many clients and team members may benefit from more tailored approaches. Without adjustments, standard processes or communications can unintentionally create barriers, affecting understanding, decisionmaking and overall experience/customer satisfaction. Indeed, Neurodiversity is an increasingly important consideration for firms, particularly in the context of the Consumer Duty which requires firms to act to deliver good outcomes for retail customers, including those with characteristics of vulnerability, of which neurodivergence can be a key factor. Why it matters Under Consumer Duty, firms must ensure: • Communications are clear, fair and not misleading • Customers are supported to make effective, timely decisions • Firms take into account customer characteristics, including vulnerability Neurodivergent clients may face barriers in understanding financial information if standard approaches are used. Without reasonable adjustments, this could lead to poorer outcomes, reduced engagement or misunderstandings - potentially creating regulatory risk. By recognising and responding to neurodiversity, firms can demonstrate they are meeting expectations around consumer understanding and customer support outcomes. Paradigm Think Piece Spotlight on Neurodiversity: Supporting Your Clients and Colleagues PARADIGM COMMENT Paradigm endeavour to provide high‑quality, practical, and tailored compliance support to all firms we work with. We can assist with communications, including financial promotions through our Technical Helpdesk, as well as suitability reports via our File Review team, and broader Consumer Duty considerations through our experienced Consultants. Riona Mulherin Director of Marketing & Operations 18
Supporting Neurodiverse Clients Advisers can take practical steps to align with Consumer Duty while improving client experience: • Simplify and structure communications Use clear language, avoid unnecessary jargon and break information into manageable sections. This supports the Consumer Duty requirement for effective customer understanding. • Offer information in different formats Providing written summaries, visual aids or follow-up notes allows clients to process information in a way that suits them. • Allow time and flexibility Some clients may need longer to make decisions or prefer structured, predictable interactions. This helps ensure clients are properly supported. • Check understanding meaningfully Asking open questions (e.g. “Would you like me to go through that differently?”) helps evidence that the client has understood key information. • Adapt communication preferences Offering alternatives such as email, video calls or clearly structured meetings can improve accessibility and engagement. These adjustments support better-informed decisionmaking and help firms evidence positive customer outcomes. Supporting Neurodiverse colleagues Creating an inclusive workplace benefits both individuals and the wider firm, plus the end customer. Managers can support colleagues by: • Encouraging open conversations • Create a culture where individuals feel comfortable discussing their needs without fear of stigma. • Providing structure and clarity • Clear expectations, written instructions and defined processes can be particularly helpful to reduce ambiguity. • Offering flexible working approaches • This might include quiet workspaces, adjusted deadlines or different ways of organising tasks. However, what’s important here is to not assume what the individual may need – instead, ask how you can better support them and seek their input. • Focusing on strengths • Neurodivergent individuals often bring valuable skills such as attention to detail, creativity, or problemsolving; recognising and leveraging these strengths is key. An inclusive environment enables advisers and all staff within your business to perform at their best, which directly supports the delivery of good customer outcomes. Importantly, supporting neurodiversity doesn’t require complex changes Small adjustments, awareness, and a willingness to adapt can have a significant impact. Many of these approaches align closely with existing regulatory expectations; particularly around ensuring good customer outcomes and effective communication. It is about creating a supporting environment and workplace culture, and then looking at individual needs and addressing those specific requirements wherever reasonably possible. Summary Neurodiversity is about recognising and valuing differences in how people think and process information. For financial advisers, taking steps to support neurodiverse clients and colleagues is not only good practice - it’s a meaningful way to enhance understanding, improve satisfaction and build stronger, more inclusive relationships. As awareness continues to grow, firms that embrace neurodiversity will be better positioned to support both their people and their clients. 19
20 Firms will need to make sure that where appropriate the content is compliance approved by the firm’s SMF 16, for example if the link took a client to a financial promotion. Firms are also advised that they may want to seek approval from their Professional Indemnity Insurer, if they were seeking client feedback on the advice or services provided. Sign in or create a free account at www.canva.com Click 'Create a design' Select Apps, search for QR Code and click Paste the URL Add the QR Code to Your Design The FCA recently highlighted, as good practice, firms that use QR codes to support the Consumer Duty outcome: Consumer Understanding. They also mentioned that QR codes could be used as a tool to generate feedback from their clients, which in turn, could then be reported upon within a firms’ Consumer Duty Report. The use of QR codes is not mandatory, but we thought firms might want to consider their use within their own practice, if they are not already using them. How could your firm use QR codes? QR codes offer a simple way to enhance client communication, support understanding, and capture client feedback. QR codes could be used in several ways from suitability reports, disclosure documents to websites and marketing materials. They can link directly to a wide range of content including technical explanations of key information, digital resources such as websites, blogs or podcasts or online questionnaire, survey or customer feedback forms. If you’ve never created a QR code before, this may seem like a daunting task, so we will walk you through one quick way to generate these. Our top tips • Test the QR code before sending it to clients. • You may need to provide simple instructions on how to use a QR code, especially for less tech-savvy clients. • Explain the purpose, such as improving service or understanding. • Ensure surveys are short and accessible which will increase completion rates. • Check out the full guide online Paradigm Think Piece A Practical Guide to Using Quick Response (QR) Codes Graeme Stewart Head of Consultancy
21 At Paradigm, we are really passionate about doing more in the community, so I thought I would share a little insight into what the team have been up to. You may already know about our Reverse Advent initiative, which we have now run for eight years. Rather than counting down to Christmas in the traditional sense, we encourage our team, members and Lender and Provider partners to donate items or make financial contributions throughout December to support Trussell foodbanks. It has become one of those things that genuinely feels part of who we are as a business, and the enthusiasm the team brings to it every year still makes us proud. But our community commitment does not stop in December. Alongside the Reverse Advent, Paradigm staff also get the opportunity to do also a 'Day to Make a Difference', which gives us a paid annual day to spend volunteering in our local community. It is a simple idea, yet the impact, both on the causes being supported and on the people taking part, is anything but small. The team in our Birmingham office regularly use this to support our local foodbank distribution centre which is also part of the Trussell network. In one of our recent volunteering day myself, Gio Chanda and Michelle Day spent time at the food distribution centre helping with everything from packing and boxing food parcels to office administration, refreshing signage, visiting other sites and helping set up the space for other volunteers. Practical, unglamorous, genuinely useful work. What our team took away What struck us most in hearing about the day was not just the tasks completed, but what the experience gave back to the people who took part. Volunteering together, away from desks and targets and day-today pressures, creates a different kind of connection between colleagues. You see people in a new context. You solve problems together. You share an experience that has nothing to do with business, and you come back with a stronger sense of who you are working alongside. The team-building value of a day like this is real, even if it is not the reason you go. Foodbanks play a vital role in communities, but they are stretched. The Trussell network and organisations like it rely on volunteers, donated time and practical support to function. These centres do far more than distribute food. They offer dignity and stability to people in crisis, connect individuals with essential services, and provide a point of contact for people who may have nowhere else to turn. The bigger question So, this is less of a story about what we have done, and more of an invitation to reflect on what your business could do. Does your firm have a volunteering policy? Do your team members have dedicated time to give back? Are there local organisations in your area that would genuinely benefit from an afternoon of willing hands? You do not need a formal programme to start. A single afternoon, one team, one local cause. The benefits to the community are clear. The benefits to your team might surprise you! If you have a story to share about community volunteering within your firm, we would love to hear it. And if you are looking for somewhere to start, the Trussell network is always a good place to look. Paradigm Think Piece Giving Back: What Could Your Business be Doing? Amarjot Butcher Senior Marketing Coordinator "I defy anyone to not feel kinder, humble and warmer inside after sifting through donation crates and itemising tins of food. I think everyone has enjoyed the experience now...how good is that?!" - Robert Hunt.
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