[hr]<\/p>\n
Submitted by:\u00a0<\/b>Susan Jackson [hr]<\/span><\/p>\n Susan was only two months into her career as a financial planner when a client called with the sad news that their mother had died. \u201cMaggie\u2019s passed away. She had cancer, and we\u2019re just ringing to find out what we need to do to claim the insurance,\u201d the client told Susan.<\/span><\/p>\n Unfortunately, Maggie did not have any insurance, and Susan was the one to have to deliver the bad news. \u201cBecause she had an adviser the family automatically assumed she had insurance,\u201d recalls Susan. \u201cI remember having to say to them: \u2018I\u2019m really sorry but she doesn\u2019t have any insurance.\u2019 And I felt sick. Because the thing that really stuck in my mind was that I was one of the first people they called, and it was a really awful conversation.\u201d<\/p>\n The knowledge that she would always be the first or second person called upon after a client suffered a traumatic event had a profound effect on Susan, and she changed her approach to client conversations almost immediately.<\/p>\n The hard conversations are where you add the most value<\/p><\/blockquote>\n \u201cWhat I learnt from that experience was when you get \u2018that phone call\u2019, you need to be able to know that you did everything you could to make the process as stress-free as possible. It\u2019s not just managing the process of lodging the claim, but knowing that you had the conversation about insurance with the client in the first place.\u201d<\/p>\n Susan says that while clients will not always take her advice, she is careful to provide them with as much detail as possible upfront so they can make an informed choice.<\/p>\n \u201cOur job isn\u2019t to be their best friend \u2013 our job is to advise them on their financial matters as best we can. Be aware that if anything happens \u2013 good, bad or in-between \u2013 you\u2019re going to be the first person they call. How that conversation goes is often going to depend on what you did before. If they\u2019ve made the informed choice that they don\u2019t want the insurance, or they don\u2019t want to put a binding nomination in place, or do their wills, then fine. But when you get that phone call, you don\u2019t want to be thinking, \u2018Oh, I probably should have talked to them about that\u2019.<\/p>\n \u201cThis isn\u2019t a job about easy conversations. The hard conversations are where you add the most value.\u201d<\/p>\n Susan believes those conversations can also have a positive effect on a business\u2019 bottom line: \u201cWhen a claim is paid that\u2019s when you get the good referrals. The client tells you how thankful they are to you for making them have the hard conversation at the beginning, and when their friends see that they were able to deal with the most traumatic situation, and be okay financially, that\u2019s when you know those client referrals will stick.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":" In this claims case study, adviser Susan Jackson talks about her first claim experience, in which the client unfortunately had no cover. \u00a0She also shares the learnings she subsequently applied to her business. [hr] At a glance Submitted by:\u00a0Susan Jackson Business:\u00a0Executive Director, Women’s Financial Network Client: female, passed away from cancer [hr] In detail Susan […]<\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[239,4254],"tags":[4506,5757,4688,5759,4690,5765,4686],"class_list":{"0":"post-24452","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-claims","7":"category-death","8":"tag-cancer","9":"tag-claims","10":"tag-client-conversations","11":"tag-death","12":"tag-female","13":"tag-referrals","14":"tag-womens-financial-network"},"_links":{"self":[{"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/posts\/24452","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/comments?post=24452"}],"version-history":[{"count":0,"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/posts\/24452\/revisions"}],"wp:attachment":[{"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/media?parent=24452"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/categories?post=24452"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/riskinfo.com.au\/case-studies\/wp-json\/wp\/v2\/tags?post=24452"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nBusiness:\u00a0<\/strong>Executive Director, Women’s Financial Network
\nClient: <\/strong>female, passed away from cancer<\/p>\nIn detail<\/h3>\n