IFAs trash protection providers for failing existing customers

IFAs have claimed providers of individual protection products consistently fail to meet their expectations in dealing with existing business, Defaqto said.

In a survey of 500 IFAs in Defaqto's Review of Protection Service, respondents said providers failed to meet expectations in consistency of underwriting, paying claims quickly, administering existing business and dealing with clients, the respondents claimed.

Providers failed to process applications for new business in a timely manner, which advisers ranked as the most important element of their services.

Their services were only up to scratch in two areas according to the research: treating customers fairly and dealing with new business.

Ben Heffer, insight analyst for life and protection at Defaqto, said: "The aspects of service most important to advisers are those associated with new business and claims.

"These are crucial not only to the advisers who wish to grow their businesses and provide optimum assistance to their clients, but also to consumers who must have confidence that they will be dealt with promptly, fairly and with competence by the provider if they need to claim."