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Mystery Shopper: Norwich
This week the shopper heads to Norwich to find out if income protection is right for herself and her husband, who was recently made redundant.
Not to be deterred, the shopper tried calling again and chose a different option from the menu this time. The shopper started losing the will to live when the music came on again, but after two more minutes of holding a representative answered the call. 0/5
Telephone manner: The first representative seemed uninterested, but the second one was much more helpful. 3/5
Relevant qualifications: N/A 0/5
Payment method: The shopper would pay Bright Grey directly on either a monthly or yearly basis. 3/5
Guidance given: The representative began by advising the shopper to speak to an IFA because Bright Grey does execution-only business. He read through a script explaining that he could not offer the shopper any advice.
Finally he got down to business, asking the shopper's age, occupation and salary. He said Bright Grey could offer up to 50 per cent of the shopper's income and calculated the amount. The shopper would have to choose a term (minimum term for an income protection product is five years), a deferment period and either level or increasing cover. In the end he estimated the shopper would pay a premium of £23 per month to get 50 per cent income cover for five years. 4/5
Knowledge: The representative was extremely knowledgeable about income protection. He talked to the shopper in great detail about the different options available like an RPI-linked policy. 5/5
Email/ web presence:
Email: help@brightgrey.com
Website: www.brightgrey.com 4/5
Verdict: If this is an attempt to drive away all direct business it is working.
19/35
