• Pioneered the introduction of a permitted investment list.
Upcoming plans
• Migrating the back office system onto a new web-based system with enhanced functionality for advisers.
• Adopting further in-house training and CPD for advisers.
Graham Muir, director at Talbot and Muir, says: “The company has had another excellent year in terms of financial and service performance. Turnover and profitability are at record levels and we continue to pick up respected industry accolades for our service proposition. We are a preferred provider for many national advisory firms and have a record number of new introducers taking advantage of our products and services.”
Prudential
Key activities
• Delivered more than 1,500 CPD units for advisers on topical and technical subjects through a structured CPD programme that includes national seminars, live webinars, online videos and its online adviser publication: Oracle.
Upcoming plans
• Seeking to make further enhancements to products and propositions as part of the company’s continuous improvement programme.
• Looking for ways to make it easier for advisers to do business with the company through improving its online systems.
• Maintaining and enhancing its adviser support programme.
• Continuing to offer structured CPD on topics important to advisers through an array of formats.
• Providing technical support to help advisers with trickier issues.
Andy Papadopoulos, intermediated sales director at Prudential UK, says: “Prudential has a strong track record at these awards, and we’re delighted to have been awarded five stars in theLife & Pensions category this year.”
He adds: “It’s an exciting time for us and a new era for the company. There is a continued focus to power forward with the investment solutions, experiences and serviceswe provide to advisers and their clients.”
Royal London Protection
Key activities
• Improved its online service by introducing updated statuses on the adviser dashboard and adding the ability for advisers to access their decision documents.
• Provided advisers with a range of support in the ‘Overcoming Protection Hurdles Campaign’ to help them have better protection conversations with clients.
• Launched a CII-accredited CPD hub to help advisers meet the requirements of the Insurance Distribution Directive.
Upcoming plans
• Reviewing its approach to cases that are referred to underwriting. This covers evidence requests, interactions with customers and underwriting philosophy.
• Redesigning its adviser dashboard following feedback from advisers to make it intuitive and easier to use.
• Increasing its immediate decision rate, which allows underwriters to focus on complex cases.
• Make significant enhancements to its Helping Hand service.
A spokesperson for Royal London Protection says: “We’re delighted to retain five stars for our protection business in the Financial Adviser Service Awards. We seek to be a service leader in the eyes of advisers and to be recognised in this way is a great endorsement of the investment we have put into continuously improving our service experience for both advisers and their customers.”
