COVER Customer Care Conference 2025: Roundup

Kicking off the day was a panel on objection handling for advisers, with panellists including: Dave Corbett, head of protection, Protection 1st; Nina Brown, protection specialist, Pam Brown Mortgages; and Stacy Penn, head of policy, Association of Mortgage Intermediaries (AMI). Corbett told delegates that by focusing on need, price is less of a concern the further the advice process goes on, noting that an objection is not a rejection and that advisers can talk it through . Penn said that based on AMI's research, "we can let go of the fear that price is all the customer is concerned a...