Partners Life has announced that automation of its Customer Outcome Matrix (COM) scoring and bonus rates system has been completed.
In a bulletin sent to advisers late last week, the insurer said scoring of its customer survey system will be updated in real time within the ‘My Partners Life‘ adviser portal so that advisers will be able to instantly monitor the tracking of their quarterly bonus rate.
In its update, the insurer informed advisers it has also automated its customer outcome surveys to customers. It notes:
“From Monday 17 May, clients who have a mobile number recorded in our system will receive their survey link by text message. All others will receive their survey link by email to the address we have recorded for the client.”
Partners Life confirmed the bonus rates applying for current adviser activity will continue to be underpinned until 30 September 2021 as previously communicated (see: Start of Partners Life Matrix Bonus System Delayed). It says the COM data advisers can presently view is effective from 1 April 2021 and that customer feedback data collected during July to September 2021 will be used to calculate advisers’ new bonus rates effective from 1 October 2021, when the system formally commences.