This week the mystery shopper visits Canterbury. He is seeking advice on life cover. He is 28, unmarried, has a three year-old son, and rents a property.
Adviser (Independent): Argentis Financial Management Limited, 29 New Dover Road, Canterbury, Kent, CT1 3AS
Speed of response: Time of call: 11.39am. Answered after five rings. 5/5
Telephone manner: Inquisitive, helpful and professional. 5/5
Relevant qualifications: Level four diploma. 5/5
Payment method: Fixed fee or commission. 5/5
Guidance given:
The adviser asked if the shopper receives any form of protection under his contract of employment, and suggested that this should be the first port of call. Given the shopper’s young age, the cost of life cover would be relatively inexpensive, he added. The adviser also briefly explored the possibility of adding critical illness protection within an overall life cover policy, although this would result in an increase in monthly premiums. 5/5
Knowledge:
The adviser briefly explored the different aspects of life cover and critical illness in relation to the shopper’s circumstances. 4/5
Email/web presence:
jameswatts@argentisfm.co.uk
www.argentisfm.co.uk
5/5
Verdict:
The adviser was notably engaging. He asked a number of questions to provide more comprehensive and relatable answers in response to the shopper’s queries.
34/35
Adviser (Independent): Pentins Wealth Management Ltd, Lullingstone House, 5 Castle Street, Canterbury, CT1 2FG
Speed of response: Time of call: 11.53am. Answered after three rings. 5/5
Telephone manner: Professional. 5/5
Relevant qualifications: Level four diploma. 5/5
Payment method: Commission. 5/5
Guidance given:
The adviser said he would need more information on the shopper’s circumstances before offering advice. He explained that life cover made sense in the shopper’s scenario because he would not want to leave his child unsupported at the event of his death. The adviser also suggested that he and the shopper should meet up to discuss his situation in more depth. 3/5
Knowledge:
The shopper felt that the adviser was well versed on the topic despite receiving minimal information from him on the matter. 3/5
Email/web presence:
hkennedy@pentinsfp.co.uk
www.pentinsfp.co.uk 5/5
Verdict:
Adequate. The shopper appreciated the importance of knowing the full story before offering advice, but he would have liked more guidance from the adviser.
31/35
Adviser (Independent): Tarvos Wealth Limited, Watling Chambers, 18-19 Watling Street, Canterbury, CT1 2UA
Speed of response: Time of call: 12.01pm. Answered after two rings. 5/5
Telephone manner: Friendly, attentive and professional. 5/5
Relevant qualifications: Level four diploma. 5/5
Payment method: Commission. 5/5
Guidance given:
The shopper would be able to take out a life insurance policy that pays a lump sum at the event of death, or opt for the income option that pays a yearly sum to the shopper’s child, according to the adviser. She also explored the prospect of adding critical illness into a wider life cover, claiming that monthly premiums would be more expensive as a result. 4/5
Knowledge:
The adviser displayed comprehensive knowledge on the topic. 4/5
Email/web presence:
tf@tarvoswealth.co.uk
www.tarvoswealth.co.uk 5/5
Verdict:
Short and sweet. The conversation with the adviser lasted only six minutes, but the adviser delivered helpful information within the relatively short time period.
33/35
Provider: Direct Line
Speed of response: Time of call: 12.09pm. The call was answered by an automated system. The shopper was transferred to a representative within a minute. 4/5
Telephone manner: Professional. 5/5
Relevant qualifications:
The representative said that she was not qualified to offer financial advice. 0/5
Payment method: Varies. On a case-by-case basis. 3/5
Guidance given:
The representative explained that the provider would look at a host of factors, including health and lifestyle when calculating the value of monthly premiums. She also briefly discussed the company’s life insurance offering. 3/5
Knowledge:
The representative seemed to have a good grasp on the provider’s life cover product. 3/5
Email/web presence:
www.directline.com/life-insurance 3/5
Verdict:
The shopper thought that the representative performed well under the circumstances and delivered helpful information.
21/35
