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...

To continue reading this article...

Join COVER for free

  • Unlimited access to real-time news, key trend analysis and industry insights.
  • Stay on top of the latest developments around health and wellbeing, diversity and inclusion and the cost of living crisis.
  • Receive breaking news stories straight to your inbox in the daily newsletter.
  • Members only access to monthly programme 'The COVER Review'
  • Be the first to hear about our CPD accredited events and awards programmes.

Join now

 

Already a Cover member?

Login

More on Adviser / Broking

COVER Summit North: Gallery

COVER Summit North: Gallery

Event debuted in Warrington

COVER
clock 22 March 2024 • 1 min read
IPTF announces 7 Advisers cohort

IPTF announces 7 Advisers cohort

Second season to start production

Cameron Roberts
clock 21 March 2024 • 1 min read
Stories critical to advice process: ProtectX8

Stories critical to advice process: ProtectX8

Human experience at the heart of protection

Cameron Roberts
clock 20 March 2024 • 2 min read