This week the mystery shopper is in York. He is 26 years old and earns £22,000 per annum. He is seeking to take out an income protection policy to protect his one year-old son and his long-term partner, 24, who left her job to look after their son full-time. Neither have any medical problems, mortgage or outstanding debt.
Adviser (Independent): Ardent IFA, 80 Clifton, York, YO30 6BA
Speed of response:
Time of call: 4.16pm.
The call was answered after two rings. 5/5
Telephone manner:
Very polite and engaging. 5/5
Relevant qualifications:
Advanced Financial Planning Certificate (CII). 4/5
Payment method:
Commission. 5/5
Guidance given:
The adviser said that income protection would be a good way of protecting the shopper’s young family who are heavily reliant on his income. He added that the first port of call would be to establish the exact details of the shopper’s workplace sick pay entitlement. The adviser also explained that each income protection policy has a deferral period. The shorter this period is, the more expensive his monthly premiums would be. In addition, the adviser explored the option of critical illness cover, which he explained usually covers between 30-40 illnesses and pays a lump sum. 5/5
Knowledge:
Very good. The adviser spent a great deal of time explaining the different facets of income protection and critical illness cover. 5/5
Email/web presence:
stuart@ardentuk.com
www.ardentuk.com 5/5
Verdict:
The shopper was very impressed with the adviser’s detailed yet concise information about the options available to him.
34/35
Adviser (Independent): Hillcrest Financial Management, Foss House, 271 Huntington Road, York, YO31 9BR
Speed of response:
Time of call: 4.31pm.
The call was answered after two rings. 5/5
Telephone manner:
Very friendly and informative. 5/5
Relevant qualifications:
Level four diploma. 5/5
Payment method:
Initial meeting free. Later payment would depend on each individual case. 4/5
Guidance given:
The adviser said the shopper could opt for short- or long-term cover, the latter being more expensive. He also told the shopper to find out his workplace sick pay entitlement, this knowledge being of paramount importance in deciding the length of the deferral period. The longer the deferral period the cheaper the monthly premiums, he added. 4/5
Knowledge:
Very good. The adviser gave a detailed explanation of income protection. 4/5
Email/web presence:
nigela@hillcrestfm.co.uk
www.hillcrestfm.co.uk
5/5
Verdict:
The adviser was engaging and polite, and gave a comprehensive overview of the protection policy in a helpful manner.
32/35
Adviser (Independent): G&E Wealth Management, Arabesque House, Monks Cross Drive, Huntington, York, YO32 9GW
Speed of response:
Time of call: 4.43pm.
The call was answered after two rings. 5/5
Telephone manner:
Friendly yet professional. 5/5
Relevant qualifications:
Level four diploma. 5/5
Payment method:
Initial meeting free. Later payment would depend on each individual case. 4/5
Guidance given:
The adviser said that the shopper could tailor an income protection policy around his workplace sick pay. The longer the deferral period, the cheaper his monthly premiums would be. The adviser also said that the shopper should consider critical illness and life cover. 4/5
Knowledge:
The adviser gave a good, albeit brief, overview of the protection product. 4/5
Email/web presence:
khilton@ge-wm.co.uk
www.ge-wm.co.uk 5/5
Verdict:
Short and sweet. While the conversation did not last very long, the shopper was very satisfied with the guidance he received.
32/35
Provider: LV=
Speed of response:
Time of call: 4.55pm. Call answered by an automated system. The shopper was transferred to an adviser within two minutes. 3/5
Telephone manner:
Friendly yet professional and engaging. 5/5
Relevant qualifications:
Level four diploma. 5/5
Payment method:
Payment would vary on a case by case basis. 4/5
Guidance given:
The adviser explained that income protection would cover the shopper if he were unable to work due to illness or accident. Factors such as health and age would affect the value of his monthly premiums, he added. The adviser also explored critical illness cover and life insurance. 3/5
Knowledge:
Excellent. The adviser gave comprehensive information about income protection, critical illness cover and life insurance. 4/5
Email/web presence:
www.lv.com/income-protection 3/5
Verdict: Very good. The adviser gave a detailed explanation of income protection and other protection products. He spent a lot of time asking the shopper questions to better gauge his circumstances in order to give more tailored guidance. The shopper was thoroughly satisfied with the service provided.
27/35
