The Matrix Partners style; What advisers say
It will be part of what determines how much commission advisers receive when the insurer moves to its new commission structure in March next year.
As reported here, the matrix covers six indicators: Customer advice complaints; the initial advice process; replacement advice process; cancellation advice; non-disclosure and misstatements at claim time; and service activity.
Advisers will be given regular feedback about how they are performing against the matrix.
Partners Life said, as part of the data collection for the initial advice process, replacement advice process and cancellation advice components of the matrix, it would communicate with customers this week. This could be by phone call or email.
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