Call To Increase Customers Surveys By Partners Life

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Financial advisers working with Partners Life should encourage their clients to take part in the insurer’s surveys, says Andries van Graan the firm’s General Manager Adviser Distribution.

The survey is part of the company’s Customer Outcomes Matrix and has been designed to help support the company and advisers if a complaint is made, as well as determine bonuses for advisers. See: Six Rules Of The Matrix

Van Graan says in a company video (posted below) that the surveys will help drive good customer outcomes and will benefit all concerned.

So far, of all the customers contacted since April, 30% have agreed to take part in the survey that covers things such as complaints, service activity, and cancellation advice.

Andries van Graan
Andries van Graan of Partners Life wants advisers to promote its surveys to their clients.

While conceding that clients can’t be forced to take part, van Graan told financial advisers watching his presentation not to wait until next year to get their clients involved.

“Start today,” he said. “In everything you do make sure you get them to participate.”

A survey request can be triggered when a customer contacts the firm to cancel a policy or when a new policy is issued.

Clients are sent a link to complete the survey online and if they don’t respond then the firm calls them seven days later to ask if it can be completed over the phone.

Van Graan says the purpose of the Customer Outcome Matrix is to collect information to incentivise good conduct among advisers, demonstrate to the regulator that clients understand the advice provided, and provide evidence in the case of a dispute.

We believe independent advice drives the best outcome…

In addition, survey results are used to measure the performance of financial advisers marketing the firm’s products.

Points, used to determine bonus remuneration, are awarded to advisers based on customer responses covering initial advice, replacement advice, cancellation advice, and service activity. A complaint that’s upheld may lead to points being deducted from an adviser’s total.

“It’s important to have a high participation rate,” says van Graan. “We need to work together to get clients involved.

“We believe independent advice drives the best outcomes and we will continue to advocate and defend for a robust, sustainable, independent financial adviser distribution.”