Protection  

Mystery shopper: Plymouth

This week, the mystery shopper visits Plymouth. He is seeking advice on income protection on behalf of his uncle, who recently returned to work from a six-month lay-off following a back injury. The uncle is 47, and has had no other ailments in the past.

Adviser (Independent): Goodmans Financial Planning, 6 Drake Circus, Plymouth, PL4 8AQ

Speed of response: Time of call: 2.18pm. Answered after two rings. 5/5

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Telephone manner: Friendly and helpful. 5/5

Relevant qualifications: Chartered financial planner. 5/5

Payment method: Choice of fixed fee or commission. The adviser gave a brief history of adviser charges pre-RDR. 5/5

Guidance given: The adviser said there are a limited number of providers that would offer the shopper’s uncle a policy because of his recent injury. Many providers exclude back conditions as part of any cover, he added. The adviser offered to arrange a meeting to delve deeper into the uncle’s circumstances. 5/5

Knowledge:

Very good. The adviser appeared well-versed on income protection. 5/5

Email/web presence:

info@goodmanfp.co.uk

www.goodmansfp.co.uk

5/5

Verdict: The shopper was impressed by the adviser, who was attentive and delivered helpful guidance.

35/35

Adviser (Independent): Francis Clark Financial Planning, North Quay House, Sutton Harbour, Plymouth, PL4 0RA

Speed of response: Time of call: 2.30pm. Answered after three rings. 5/5

Telephone manner:

Professional and helpful. 5/5

Relevant qualifications:

Level four diploma. 5/5

Payment method:

Fixed fee. The adviser said the charges are calculated on a case-by-case basis. 4/5

Guidance given: The adviser explained that some companies might offer a policy to the shopper’s uncle in exchange for inflated monthly premiums – to reflect the risk the business presents to the insurer. He added that most providers exclude back conditions from income protection policies. 5/5

Knowledge:

The adviser appeared to have a good understanding of the topic area. 5/5

Email/web presence:

reme.holland@francisclark.co.uk

www.fcfp.co.uk

5/5

Verdict:

The adviser listened patiently to the scenario before giving a comprehensive and detail response. The shopper was more than satisfied.

34/35

Adviser (Independent): Parkhurst Hill Financial Planning, Lawrence Rd, Mount Batten, Plymouth, PL9 9SJ

Speed of response: Time of call: 2.52pm. Answered after two rings. 5/5

Telephone manner:

Professional – albeit to the point. 4/5

Relevant qualifications:

Level four diploma. 5/5

Payment method:

Commission or fixed fee. 4/5

Guidance given: The adviser kicked off the conversation by asking the name and age of the shopper’s uncle. He said he would need to meet with the uncle to conduct a fact-find for a better understanding of his circumstances before offering advice. 2/5

Knowledge:

Difficult to gauge, as the adviser did not offer any guidance. 2/5

Email/web presence:

ges@klasw.co.uk

www.parkhurst-hill.co.uk

5/5

Verdict: The shopper understood the need for the adviser to conduct a fact-find before offering advice, but he would have appreciated any form of guidance.

27/35

Provider: Vitality Life

Speed of response: Time of call: 2.56. The call was answered by an automated machine. The shopper was transferred to a representative within 50 seconds. 4/5

Telephone manner:

Polite and professional. 5/5

Relevant qualifications:

The adviser said he was qualified to advise on protection products. 4/5