One of the most challenging aspects of getting clients on risk is the application process. It’s often made challenging by some of the hoops insurers will make you jump through, or by a lack of engagement from the client, or just because it’s a complicated case. We wanted to find a way to make this process as easy as possible for both Adviser and client alike.
How did we approach the challenge?
Like most things at Integrity, we started with asking the Advisers we work with, how they wanted us to solve the problem. A number of key aspects emerged in this work.
- Speed – get it done, and get it done as quickly as possible. It’s hard to keep clients engaged in the process so the quicker the better. It’s also ‘2020’ and this stuff shouldn’t take weeks.
- Communication – keep me informed and always in the loop. The client is putting their trust in the Adviser and the way to maintain that trust is to ensure the Adviser is always informed and up to date. Communication should be proactive, Advisers shouldn’t have to chase it up.
Our solution? Application Concierge.
Over the last couple of months we have been ramping up support staff numbers and improving processes to be able to deliver, what we believe, is an application process that delivers on what Advisers have told us they want and what clients expect to get.
Our new Application Concierge process is speeding things up! 93% of new applications received are decisioned within 24 hours with more than 15% completed instantly! 83% underwriting decisioning within 2 days from receipt of further evidence (61% within 24 hours). As at Sept 2020.
Application Concierge is enabling better communication. With increased numbers in our application support team they’re on stand-by should any application require manual input or there is any need to proactively reach out to Advisers, plus every application has a dedicated underwriter to ensure consistency and one port of call.
How can I get it?
It’s now in place for all new applications. So whether you’re signing up someone new, or moving a client to Integrity – you’ll have the comfort of knowing we’ve got your back.
General Manager, Operations.