This week, the mystery shopper is in Loughborough. He is acting on behalf of his uncle, who is looking to take out critical illness insurance. The uncle is a 50-year-old non-smoker who drinks moderately.
Adviser (Independent):Intelligent Financial Advice Limited, Westgate House, Royland Road, Loughborough, LE11 2EH
Speed of response:
Time of call: 2.39pm. The call was answered after two rings. 5/5
Telephone manner:
Friendly and polite. 5/5
Relevant qualifications:
Level four diploma. 5/5
Payment method:
Commission or fee, depending on each individual case. 5/5
Guidance given:
The adviser said that he would need to meet the uncle before giving tailored advice. However, he did say that there was a range of critical illness plans, the suitability of which would depend on what illness the uncle would want cover for. He added that the uncle’s age, lifestyle and health would dictate the value of critical illness monthly premium. 4/5
Knowledge:
The adviser displayed comprehensive knowledge of the topic area, especially critical illness. 4/5
Email/web presence:
p.taylor@ifalimited.co.uk
www.ifalimited.co.uk
5/5
Verdict:
Very good. The adviser clearly explained the options available to the shopper’s uncle, and politely answered the shopper’s questions.
33/35
Adviser (Independent): Blythin & Brown, The Point Granite Way, Mountsorrel, Loughborough, LE12 7TZ
Speed of response:
Time of call: 3.06pm. Call answered after three rings. 5/5
Telephone manner:
Very friendly and talkative. 5/5
Relevant qualifications:
Level four diploma. 5/5
Payment method:
Commission or fee, depending on each individual case. 5/5
Guidance given:
The adviser said that he would be keen to meet the shopper’s uncle to gauge his situation. He added that critical illness might not be the best option for the uncle, adding that income protection insurance could prove to be a more suitable and cheaper option. 5/5
Knowledge:
Very good. The adviser explored the ins and outs of critical illness insurance and income protection insurance. 4/5
Email/web presence:
g.beckwith@blythinandbrown.co.uk
www.blythinandbrown.co.uk 5/5
Verdict:
The shopper was impressed by the adviser. He conveyed information about the two aforementioned financial products clearly and concisely.
34/35
Adviser (Independent): Watermead Financial Ltd, 2 The Queensway, Old Dalby, LE14 3QH
Speed of response:
Time of call: 3.29pm. Call answered after five rings. 5/5
Telephone manner: Professional, if slightly rushed. 4/5
Relevant qualifications: Level four diploma. 5/5
Payment method:
Commission or fee, depending on each individual case. 5/5
Guidance given:
The adviser said he would need to meet the shopper’s uncle to discuss the issue. He said that the value of the critical illness premiums is based on individual circumstances. 2/5
Knowledge:
The shopper felt unable to gauge the level of the adviser’s knowledge because of his minimal responses. 2/5
Email/web presence:
ashvin@watermead-financial.co.uk
www.watermead-financial.co.uk 5/5
Verdict:
The shopper would have liked more guidance from the adviser, who seemed eager to end the call.
28/35
Provider: Legal & General
Speed of response:
Time of call: 2.48pm. Call was answered by an automated system. The shopper was speaking to a representative after one minute. 3/5
Telephone manner:
Friendly yet professional. 5/5
Relevant qualifications:
The representative said he was not qualified to give financial advice. 0/5
Payment method:
Payment would depend on each individual case. 3/5
Guidance given:
The representative said that he would need to speak to the shopper’s uncle, but explored the medical underwriting process the uncle would have to go through before being given a quote. 2/5
Knowledge:
The representative gave a comprehensive explanation of the topic and why people opt into the policy. 3/5
Email/web presence:
www.legalandgeneral.com/life-cover/critical-illness-cover 3/5
Verdict:
The representative was helpful, and the shopper appreciated his friendly yet professional approach to the conversation.
19/35
