Partners Life has begun collecting data from clients about how advisers are performing against its Customer Outcomes Matrix.
This forms part of its new commission structure. Advisers who are shown to be delivering superior service for their clients will receive more remuneration.
The matrix covers six indicators of adviser performance: Customer advice complaints; the initial advice process; replacement advice process; cancellation advice; non-disclosure and misstatements at claim time; and service activity.
Under new rules, insurers will have to be able to show that they have clear monitoring of the conduct of all those involved in the product distribution process, from manufacture to after-sale follow-up.
Partners Life said there would be two main trigger points at which it would contact customers for information about how advisers were performing.
When a policy was issued, increased or cancelled, the customer would receive an email survey.
If they did not complete it within a week, they would be called to do so.
When a policy was cancelled, for example, a client would be asked whether they had discussed it with the adviser. If they had done so, they would be asked whether the policy was being replaced with one from another provider. If so, Partners would ask whether the differences between the two had been explained, the risk of non-disclosure and the benefits that could be forfeited with the move.
When one was taken out, they would be asked about the information the adviser explained during the process and, if it was a replacement policy, how that process had been handled by the adviser.
Managing director Naomi Ballantyne said it was designed to be a way to prove to regulators that commission could incentivise good conduct.
| « Ballantyne: No more normal | Insurers weigh up pandemic impact » |
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