ClearView has emerged as the best insurer in 2018 for overall adviser satisfaction, according to research firm, Investment Trends.
In a statement summarising the key findings from its 2018 Planner Risk Report, the researcher noted ClearView topped six of the twelve adviser service categories it used to measure overall adviser satisfaction with the life companies.*
Specialist risk insurers, AIA Australia and TAL filled second and third placings respectively, where overall adviser satisfaction with life insurers was reported by Investment Trends as remaining at a high level, with 48 percent of advisers rating their main insurer as ‘very good’ this year, compared with 47 percent in 2017.
Now in its tenth year, another key finding from the 2018 survey of 495 advisers related to their attitude towards health and wellness programs. The researcher noted that, while most planners recognise the benefits of health and wellbeing programs to their clients, the current overall take-up of these programs is low.
…these challenges are adversely impacting practice revenue derived from risk advice
The release from Investment Trends said many challenges, both internal and external, are holding back financial planners from growing their advice on insurance and that these challenges are adversely impacting practice revenue derived from risk advice, which reduced again this year to 25% on average, down from 26% in 2017, and 32% in 2015.
Investment Trends Senior Analyst, King Loong Choi, commented, “Financial planners are relying on insurance providers more than ever to alleviate the triple challenge of admin, compliance and heightened regulation, and at the same time, help them build stronger and longer lasting client relationships.”
Choi added that many insurers have responded through initiatives such as client health and wellness programs, and the majority of planners recognise the range of benefits for their clients, including:
- Policy discount offers
- Encouraging clients to prioritise their health
- Offering clients the ability to influence their premiums through healthy living choices
Choi said that while usage of these programs remains low, with just one in ten clients currently using health and wellness programs, on average, opportunities existed for insurers:
“The planner population is divided on the importance of health and wellbeing programs when recommending insurance products, as 38% say it is important while 30% say it isn’t,” he said. Choi added that this suggests there is a significant opportunity for insurers to bridge the gap between the perceived benefits and value of these programs for both clients and planners.
*The twelve categories on which the life companies were benchmarked were:
- Submission of new/changes to existing business
- Premiums
- Underwriting process
- Communications
- IT systems
- Website
- Call centre
- Education and support
- Brand/reputation
- BDM support
- Products
- Commmissions/remuneration
Clearview has made great strides here. Their quoting software now is among the best, if not the best, in our industry. Well done!
Good product but the software is average no where near the ease to use as OnePath for quote & applications. Also the ability of Clearview & AIA to operate on Microsoft Edge is an issue for those of us who use it. Need to use Chrome.
Might beg to differ there in terms of CVL’s quoting s/ware vs OnePath, Peter. But I do know this: it’s better than it was!
The transparency of this list of criteria is welcomed. But it highlights what we can expect from an investment-based research organisation – nothing ‘tested’ of all that matters: claims management/service don’t even rate a mention. Unbelievable. No credibility of methodology – did no adviser interviewed point this out or question it?
Clearview – my comments in no way suggest that you are not performing in claims. Nor would I question whether the second and third contenders are performing in claims. That’s not my point.
But how is someone, an inexperienced adviser perhaps, meant to use such research if they are looking for an influencer to assist them to decide which insurer to use? How can an insurer not be measured for claims when that is what they are in business for?
These days, our adviser members are contacting us more for claims advice than for any other aspect of their dealings with insurers – despite the Code of Practice. This glaring gap in this announcement perpetuates the ongoing lack of attention to the pointy end.
Sue Laing is close to the nub of the issue which is “what is in the clients best interest” not the advisers!” The most important thing is the % of succesful claims over 90% in Clearviews case, and the quality of the policy terms and how aplicable it is to the client. ClearViews True Level Premiums to age 70, IP benefits that pay the same at age 69 as 64, and no offset for workcover and transport accident claims for sedentary workers are just a few important to clients that are looking for a lifelong relationship with an insurer.
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