Mystery shopper Kettering
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
Knowledge:
The adviser seemed well versed in the area. 4/5
Email/web presence:
jon.telford@msfs.co.uk
msfs.co.uk
5/5
Verdict:
The adviser provided useful information on insurers’ unique approaches to an individual’s family’s medical history.
33/35
Provider:
Aviva
Speed of response:
Time of call: 4.17pm. Answered by an automated system and transferred within four minutes. 2/5
Telephone manner:
Polite. 4/5
Relevant qualifications:
The representative said she was not qualified to offer financial advice. 0/5
Payment method:
Varies – calculated on a case by case basis. 3/5
Guidance given:
The representative said the application document for any of the firm’s protection products feature questions aimed at gauging the family medical history of the applicant. Here, the shopper’s wife’s family history of breast cancer does not mean her application would be declined, she added.
3/5
Knowledge:
The representative displayed good knowledge in how the firm considers an individual’s family medical history.
3/5
Email/web presence:
www.aviva.co.uk/life/to-help-you-choose/protect-your-family.html
3/5
Verdict:
Good. The representative was polite and gave helpful information.
18/35
