Protection 

Mystery shopper Kettering

Mystery shopper Kettering

Each week the mystery shopper seeks advice from independent and tied advisers in the UK. The aim is to find out whether advisers are delivering the goods when it comes to the all-important initial telephone contact between client and adviser. It is only intended to evaluate this first interview, and it is understood that further meetings would be necessary before final decisions could be made. The purpose is not to expose poor selling practices, but to show constructively any weaknesses in the advice process.

This week the shopper visits Kettering. The shopper, 28, and his wife, 30, have a three year-old daughter and are seeking to protect against the event of death and critical illness. His wife has a history of breast cancer in her family.

Adviser (Independent):

Jackson Toms Financial Services

2 Dryden Street, Kettering, NN16 8EU

Speed of response:

Time of call: 3.34pm. The call was answered after four rings. 5/5

Telephone manner:

Professional and friendly. 5/5

Relevant qualifications:

Advanced Financial Planning Certificate. 5/5

Payment method:

A choice of commission or fixed fee. 5/5

Guidance given:

The adviser explained most insurers would ask for the disclosure of genetic risks and/or family medical history as part of the application process. Here, the shopper’s wife’s family history of breast cancer is unlikely to affect protection premiums - so long as she is not showing any symptoms of the condition, he said. The adviser suggested arranging a free initial meeting to get a deeper insight of the shopper’s circumstances. 3/5

Knowledge:

The adviser displayed good knowledge in how insurers view potentially hereditary conditions. 4/5

Email/web presence:

richard@jacksontoms.co.uk

www.jacksontomsfinancialservices.co.uk 5/5

Verdict:

Good overall. The adviser provided some food for thought and delivered helpful guidance.

32/35

Adviser (Independent):

Aaron Tawny

6 Market Place, Kettering, NN16 0AL

Speed of response:

Time of call: 3.40pm. The call was answered after two rings. 5/5

Telephone manner:

Very friendly and engaging. 5/5

Relevant qualifications:

Level four diploma. 5/5

Payment method:

Commission. 5/5

Guidance given:

The shopper’s wife’s family history of breast cancer could have a bearing in protection premiums, but insurers’ approach to this is unique, the adviser said. He explained insurers usually give greater credence to the current health status of the individual and their lifestyle choices – that is, smoking and the consumption of alcohol. The adviser suggested arranging an initial meeting for a more comprehensive discussion on the matter. 4/5

Knowledge:

Very good. He notably gave a comprehensive outline of life cover that pays a lump sum and an equivalent that pays income for a specified time period at the event of death. 5/5

Email/web presence:

andy@tawny.co.uk

atawny.co.uk

5/5

Verdict:

The adviser took a particular interest in the shopper’s circumstances and provided detailed and helpful guidance.

34/35

Adviser (Independent):

Moore Stephens Financial Services (East Midlands) Limited

Oakley House, Headway Business Park, 3 Saxon Way West, Corby, NN18 9EZ

Speed of response:

Time of call: 3.59pm. The call was answered after two rings. 5/5

Telephone manner:

Courteous and professional. 5/5

Relevant qualifications:

Chartered Financial Planner. 5/5

Payment method:

Commission. 5/5

Guidance given:

Some insurers factor in an individual’s family’s medical history when calculating protection premiums, while others do not give it too much weighting, according to the adviser. He then explained as an independent financial adviser, he would consider all the life insurance and critical illness products in the market to find the best possible solution for the shopper. 4/5

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