Uncovered: Secret Shopping for Life Insurance

“The adviser kept insisting that they really didn’t think I would need life cover”

clock • 8 min read

COVER conducts a series of mystery shopping calls to protection brokers, both advised and non-advised, to assess how prospective customers experience the process of obtaining quotes for life insurance.

COVER's editorial team, John Brazier (JB) and Hemma Visavadia (HV), began by selecting three life insurance broker each - two advised and one non-advised - and then created a persona that would be contacting each broker for a life insurance quote. The aliases were kept simple, with little to no medical issues or personal complications that would present too much of a challenge in obtaining a quote. On each call, the sum assured sought for life cover was the same as for all other brokers contacted. All calls were recorded to recheck details and follow-ups from each broker were monitore...

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