Retention Guide

What systems are in place for advisors to be notified if premiums have been missed?

Advisers can sign up for push notifications which lets them know when something changes on a case including missed premiums. Please get in touch with your Aviva BDM if you need help signing up for these.

---

What processes, system and guidance are in place to support advisors with customer retention?

Advisers can download a customers annual statement which includes details of the clients cover that they can use to hold a customer review or reinforce the original need for the cover. The ‘My shield of protection’ sales aid can really help to document the need for the cover

PT151097 (avivab2b.co.uk)

---

Are there any other retention strategies available?

A range of health, wellbeing and bereavement services all in available through our App for new and existing customers (caveats apply contact us for more information). More details can be found here.

---

Do you send annual statements to the customers and do the advisors also receive a copy?

Yes, and as per above advisers can download a customer's annual statement.

What systems are in place for advisors to be notified if premiums have been missed?

Currently when a member has cancelled their direct debit or the direct debit has failed to collect a premium an automated notification is sent to the Advisor as well as the member via email. This will also happen when a policy has been cancelled by a member.

We can provide if requested to advisors two monthly arrears reports. They will contain full breakdown of each policy that is in arrears such as how many premiums missed, commission clawback value and value of the monthly premiums. For us to be able to set this up for you we will need the email addresses you would like them to be sent to on a regular basis.

If the Advisor would like to obtain an update or any information in regards to a members policy that is in arrears you can drop us the details on an email to [email protected]. 

---

What processes, system and guidance are in place to support advisors with customer retention?

The retentions team will also make contact with the member when they have cancelled the direct debit or the direct debit collection has failed. The retentions team will then attempt to make regular contact with the member to try to save the policy.
If we are unable to contact the member at each attempt we will send either a text message or email to ask them to contact us regards to their missed premiums.
If the member has cancelled the policy the retentions team will send the advisor an email notification and will confirm the claw back.

---

Is there a ‘premium holiday’ option available for customers?

We do currently offer assistance when needed to help to retain a members policy which are:

Premium Holidays , Payment plan to help catch up on the arrears of the policy, and a temporary reduction in the policy cover which will help the member during financial difficulties. The cover can be reduced for 3 months and then can be increased back to its normal level without the need of the policy being underwritten.

---

Are there any other retention strategies available?

We do still provide premium holiday, for any policies that have a start date before June 2022 – a minimum of 3 premiums need to be made before a premium holiday can be provided, the member can take a premium holiday of up to 24 months, once the holiday has ended further 12 months premiums must be made and we can then consider a further premium holiday of 24 months so the member can have up to 48 months over the life span of the policy. When on a premium holiday a claim can not be made by the member but they do not need to pay or re pay the premiums during this time.

If the members policy starts from 1st June 2022 then they will need to have made 12 months minimum premium payments before a premium holiday can be considered. Premiums holidays can be up to 6 months at a time, and a total of 24 months across the life of a policy. If the premium holiday is over 4 months in length we will need a declaration of good health form to be completed by the member for us to consider reinstating the policy.

---

Do you send annual statements to the customers and do the advisors also receive a copy?

We do provide members with an annual statement where their premium is increasing – whether that’s due to the age costed banding, an RPI increase of a combination of both. Within the statements we highlight the benefits of the policy and also the value of the added benefits.

What systems are in place for advisors to be notified if premiums have been missed?

Currently we inform the advisers via email & letter when a member stops paying their premiums. This process will be digitalised further in the future with our new system in mind, and so eventually they will be sent the notification through their adviser portal. The communications confirm how long it has been going on for and how long the member has to deal with the deficit before their contract ceases (3 months arrears).

---

What processes, system and guidance are in place to support advisors with customer retention?

We will have a member portal to allow members to keep tabs on their contract (so they keep it in mind), and if a member wishes to cancel then they must complete a cancellation form which asks them questions to ensure cancelling is right for them. We also inform the adviser when a form is sent out, so that they have the opportunity to speak with their client.

---

Is there a ‘premium holiday’ option available for customers?

Suspension options are available depending on the circumstances. For parental related suspensions (e.g. maternity/paternity/adoption leave) they can suspend for up to 12 months and must pay 1/12th of their premium in that time. They will not be underwritten upon the suspension period ending and therefore they can claim for something that happens in that period, once the contract resumes (plus their selected deferred period).

The other options are enforced absences, through scenarios such as having to work abroad/going through criminal proceedings/their work has taken a hit. With these they can suspend for up to 4 months, and the same terms apply as above (1/12th premium & not underwritten upon resumption).

To do this a member must speak with our Member Services team ([email protected] or 0800 587 5098 option 1, option 2).

---

Do you send annual statements to the customers and do the advisors also receive a copy?

Attached is a copy of our annual statement which also comes with information on our AGM (as members are encouraged to vote). On top of this we send out useful leaflets from time-to-time to keep the members updated, but mostly any changes/updates are summarised in the annual statement. Just to confirm this is member-only communication and so it wouldn’t go to the adviser.

With regards to value added benefits, we have 7x in total and are always looking to add more (we add any new ones retrospectively to existing contracts). I have attached 2x booklets that cover our value added benefits (we have an overall name for it called “Member Rewards”), and these are adviser/member versions.

---

Useful Links

Click here for Member Retention

What systems are in place for advisors to be notified if premiums have been missed?

If we receive a notification of a bounced or cancelled direct debit – we issue a same-day email to both the customer and the adviser to inform them. If it’s a bounced direct debit then we notify of the next collection attempt, and if it’s a cancelled direct debit then we ask the client to contact us to set up a new instruction. If we don’t hear back from the client, or the DD bounces a second time – we’ll send another communication to both customer and adviser. If no payment is received after 30 days, the policy will lapse. However, we do allow for reinstatements within 60 days.

---

What processes, system and guidance are in place to support advisors with customer retention?

If a customer or adviser calls us to discuss policy cancellation, we will provide additional options to avoid this. This will include: deferring on an increase option, utilising GIOs, or opting to use our Premium Waiver.

---

Is there a ‘premium holiday’ option available for customers?

We don’t currently have a premium holiday facility, but do offer Premium Waiver. This is where a customer is too ill to work, if they take maternity or paternity leave, or have been made involuntarily redundant.

---

Are there any other retention strategies available?

We’re working hard to support advisers in their conversations with clients during this time. We’ve produced a Cost-Of-Living Slide Deck to help advisers have better conversations about protection during this inflationary period; we’re sponsoring a CPD-accredited Webinar with Cover featuring our Actuarial Director, along with a number of high-profile advisers; and we’re also about to survey our adviser base to understand their views. We’ll use this insight to further inform our materials and allow us to continue to support as best we can in the current climate.

---

Do you send annual statements to the customers and do the advisors also receive a copy?

Not at this stage. Statements planned for end of 2023.

What systems are in place for advisors to be notified if premiums have been missed?

When a member misses a direct debit, they and the adviser get alerted to this via email.

Our Customer Engagement Manager will call the member to discuss if everything is ok and if any help is needed.

If there is a second rejection, we also contact the member to let them know that this has happened and to offer our support.

What processes, system and guidance are in place to support advisors with customer retention?

We have a dedicated Customer Engagement Manager – Paula Brown

Paula can investigate all the ways we can support a member if they are struggling for whatever reason.

These include:

• Mini premium holidays (3 months)
• Career breaks (up to 6 month)
• Affordability options
• Instant payments
• Carefirst Options and signposting to additional support facilities our members have.

Contact details:

Paula Brown – [email protected]

Tel: 01452 689308 – direct line.

---

Within 1 working day of a missed or cancelled direct debit the adviser is emailed to make them aware.

10 working days later we will send another email to the adviser if payment has not been made. If payment has still not been made the plan will fall into our arrears process where the adviser will be emailed at month 1,2,3 and then at month 6 confirming the plan has lapsed.

We do all we can to understand the reason for the change and through our dedicated Customer Engagement Manager we offer a tailored response to the challenges our member may be going through.

We contact the member by email, phone and have recently added the ability to use SMS technology to increase the ability to reach our member.

What systems are in place for advisors to be notified if premiums have been missed?

Early Warning Report in the adviser portal available daily for them to download as a CSV file and filter to work on as they deem fit based on priorities

What processes, system and guidance are in place to support advisors with customer retention?

Systems in place If a premium is missed:

We have a comprehensive advisor portal in place which provides a summary of direct debit cancellations, missed payments resulting in policies in arrears. This is updated on a daily basis and the advisor can download an excel list of all the policies impacted over the last 30 days. In addition, our cancelled plan portal which is also updated on a daily basis allows advisors to swiftly contact newly cancelled cases to further discuss client needs.

Guidance:

We have an easy to use portal where advisors will receive daily updates on possible cancellations, pipeline plans, recently started plans and cancelled policies; the portal is also supported by a user guide which will be shortly published on our web pages. Our underwriting team have created a presentation to support common underwriting best practice and tips as well as a comprehensive underwriting tool to give your customers the best experience straight away and thus improving retentions.

Is there a ‘premium holiday’ option available for customers?

Yes agreed with HSBC should a client be in financial difficulty

Are there any other retention strategies available?

We will work with the distributors using KRIs and call support to help improve their overall customer outcomes including best practice.

We have developed a comprehensive product offering designed to provide the customer with additional support including our square health benefits which can support a customers physical and mental wellbeing including access to remote GPs.

Do you send annual statements to the customers and do the advisors also receive a copy?

Annual statements are sent to client only

What systems are in place for advisors to be notified if premiums have been missed?

Our Existing Business System Agent Hub is available within OLP Connect, for a standard agent it will show all business on their agency number and aid client retention as they can see any payment issues/status changes with policies under their agency number too.

There are different levels of access so individuals can be granted access at a firm (FRN) level to this as well – with the firm principal's permission.

The onscreen widget boxes show polices in various stages of cancellation from a direct debit bounce to a cancelled from outset.

Every agent has the facility within their correspondence settings to grant us the ability to email them a lapse notification – this will let them know that there is new information to view on EBAH. It could be a lapse, it could be a first bounce, they need to log in to check this.

Client Retention Page
Distribution Quality Management programme | Legal & General (legalandgeneral.com)

Existing Business Training Videos – they are available as you scroll down the Webinar page

CPD Academy | Protection | Legal & General (legalandgeneral.com)

---

What processes, system and guidance are in place to support advisors with customer retention?

As long as an agent is set up for lapse notifications our EBAH system will notify them of any premium issues or policy changes so they can be kept up to date. We will tell them if Direct Debit Mandate has been cancelled and whether a Declaration of Health is required.

We have a DDM reset calculator which enables them to securely send us a DDM online using their OLP Connect log in details. They can only do this if there is no DOH requirement – the DDM calculator is on our Client Retention Page.

In addition to this if a client calls into Legal & General looking for assistance with their policy that would lead to an alteration or flex we cannot do – we refer these intermediary clients directly back to the intermediary.

---

Is there a ‘premium holiday’ option available for customers?

As you may be aware, at the beginning of the pandemic, we introduced the option of a 3 month payment holiday to customers who reached out to advise they were struggling with their premiums. This was initially introduced as a temporary option during the COVID-19 pandemic.

As we are always looking to continually support our customers including those who are vulnerable we decided to make this a permanent offering moving forward. To be eligible, the policy cannot be more than one month in arrears, the policy will need to be paid for at least 6 months and have more than six months left on the term. Customers will need to request this direct from Legal & General. Customers can only exercise this feature once.

---

Are there any other retention strategies available?

At Legal & General we look to help intermediaries improve their overall business efficiency so have created a Distribution Quality Management Programme – please see the link below:

1933748_dqm-sales-aid_v5.0.pdf (legalandgeneral.com)

---

Do you send annual statements to the customers and do the advisors also receive a copy?

From May 2024 we have been communicating with every single one of our customers, about the products they hold with us, on a three-year cycle to encourage them to:

• check their cover still meets their needs,
  
• contact their advisers for any changes they need to make,
  
• and to remind themselves of the benefits of their policy.
  

Our solution is customer-centric so customers will hear about all their products in one communication, including added benefits, either by email, SMS or letter – depending on the details we hold for them.

From here, customers are directed towards My Account where they can interact with a full view of their policy features and information – from a high level view of their cover amount and premiums, PDF copies of their policy documents, to a list of the features and benefits within their policy and an interactive FAQ.

More and more customers are choosing to use My Account, and it’s proving to be the preferred channel of choice. We’re continuously evolving and making updates to the platform and functionality to support customers, including:

• make and track a claim online,
  
• virtual assistant webchat,
  
• easy navigation,
  
• premium payment history,
  
• support when a customer requests to cancel their policy to guide them towards features and benefits such as Waiver of Premium.
  

At this stage Advisers do not receive a copy but is being looked into how we do this – possibly through our existing business adviser hub, but this is part of a longer-term programme.

What systems are in place for advisors to be notified if premiums have been missed?

We offer an early warning system (EWS), to keep advisers up to date with changes their customers make to their policy.

We provide automated early warning reporting for policies at risk of lapsing (which includes any policies which don’t have a payment method or have missed a payment) to firms daily, as well as high level benchmarking reporting monthly which compares firms of a similar type.

The ‘At Risk’ report is a very beneficial report to support business retention. It details any live policy where there has been a missed premium, a rejected Direct Debit or where there is no valid payment method. It RAGs each at risk policy with RED given to those who have missed 3 premiums and will shortly lapse, AMBER for those who have missed 2 premiums and GREEN for those where only 1 premium has been missed.

In addition to this, lapse and cancellation reports are also available. Currently the EWS reports support reinstatement activity and help customers who are at risk of lapsing their policy before it gets to that point.

We support ‘save the sale’ by presenting a pipeline report to view what policies have reached which status. This is available daily and at the above levels of granularity.

Our process for missed policy payments ensures firms are kept up to date when a client misses a payment including how they can get a policy reinstated.

What processes, system and guidance are in place to support advisors with customer retention?

We have a number of CPD accredited webinars available covering retention. View LV= webinar calendar.

The Protection Progress Hub is a powerful resource that can help advisers work with their customers to get policies in place as quickly and efficiently as possible. Amongst the services the hub offers are:

• Application Status update
• View/action/amend quotes
• Evidence status
• Intelligent search for applications
• Add/amend start dates
• Download terms and policy docs

Is there a ‘premium holiday’ option available for customers?

We’re proud to continue to offer our Payment Break which can provide financial support for our members. It’s funded through the LV= Member Support Fund and prioritises additional financial support for our most vulnerable members who are experiencing an extremely financially challenging time. Our people will be on hand to talk with members to understand their situation, signpost additional options available through their existing policy, and where relevant consider a payment break. Payment Breaks will be offered a month at a time, for up to three months. The customers cover remains in place, in full during any payment break and they won't need to pay back any premiums that were due during the payment break period. If they need to, they’re still able to make a claim in the usual way, in line with the terms and conditions of their policy.

Are there any other retention strategies available?

Our support options also include product flexibility, access to our Member Support Fund, LV= Doctor Services and our Legal Advice Line. All the support we have available is detailed in our options and support for members guide.

Do you send annual statements to the customers and do the advisors also receive a copy?

Yes, our annual statements are designed to enable customers to be regularly informed about the product they hold with LV=. Our existing open product customers currently receive a document which restates key product information such as the policy start and end date, the person insured, the premium basis, benefit type and reminds them of some pertinent features relevant to the policy. We also include a handy additional page of information about how to claim, support they can access and information on LV= Doctor Services.

We issue the communication by email where a valid (policyholder) email address is held, and their document will be attached as a PDF. To open and view the document the customer will be required to enter their postcode and date of birth. Where there is no valid email address, we revert to fulfilment by post. The covering letter includes a prompt to ask the customer to provide their email address to enable us to send future communications digitally and so reduce our environmental impact.

What systems are in place for advisors to be notified if premiums have been missed?

Firms can request an arrears report to be set up and e mailed to them weekly if they wish.

---

What processes, system and guidance are in place to support advisors with customer retention?

No specific guides, but we have a couple of content pieces:

• Five ways to make sure your clients stay financially resilient - Royal London for advisers

• The cost of living without protection - Royal London for advisers

---

Is there a ‘premium holiday’ option available for customers?

Royal London are committed to supporting customers through the Cost of Living crisis, and as such have created a support Hub on our Website designed to provide information and guidance to customers at this difficult time Cost Of Living Help and Support- Royal London - Royal London

Specifically on our intermediated Protection products the main options available to customers to enable them to reduce their outgoings whilst maintaining protection cover are as follows:

• Reduce the premium by removing a cover (Personal Menu only) or reducing the sum assured. Customers who have chosen indexation can also decline it, thereby reducing future outgoings.

• Take premium deferral. This is a mechanism we introduced in early 2020 as part of the response to Covid and is a feature we have retained on an ongoing basis to support customers through the cost of living crisis. It is not a contractual feature, but essentially provides the ability for customers to enter into a ‘delayed payment’ arrangement whereby premiums must be repaid but payment options are made available.

• If a customer is in arrears we can also arrange repayment plans over a number of months by adjusting the DD.

---

Are there any other retention strategies available?

Our DD payment method is very flexible, so customers who have missed premiums can set up repayment of these over a number of months via their DD

---

Do you send annual statements to the customers and do the advisors also receive a copy?

No annual statements, but our new Customer Portal is due to go live in a couple of months. This will allow customers to view their plan and make address/ DD changes etc. It will also allow the thousands of existing customers to access the upgraded version of Helping Hand introduced to new customers in Feb 22.

What systems are in place for advisors to be notified if premiums have been missed?

When your client misses a first email we’ll email you to let you know a premium has been missed. This is usually in the three days after we’ve written to your client about their missed premium. We do this again at second missed premium. Otherwise you can email or call our servicing team.

---

What processes, system and guidance are in place to support advisors with customer retention?

Our retention process is published at

https://adviser.scottishwidows.co.uk/assets/literature/docs/25430.pdf

and we explain more at Support | For Advisers | Scottish Widows

We send the client an annual plan summary to remind them of the cover they have and the other benefits available to them and their family like SW Care by RedArc.

---

Is there a ‘premium holiday’ option available for customers?

We don’t have an automatic “premium holiday” option .

When a premium is missed the customer has up 110 days cover before the policy is formally lapsed.

Back premiums need to be made up – and we can support customers on a case by case basis to create a payment plan to help retain cover.

---

Are there any other retention strategies available?

Our post-sale flexibility means clients can reduce sum assured/premium, or term, if adviser or client contacts our servicing team. We can also lower rates where a smoker hasn’t smoked or used nicotine replacement products for twelve months. Similarly, we can look at improved management of diabetes.

---

Do you send annual statements to the customers and do the advisors also receive a copy?

Yes – we issue annual statements – see documents

Our annual statements are posted to client and adviser, and available to download from our adviser dashboard.

---

DOCUMENTS

Annual Plan Summary Draft

What systems are in place for advisors to be notified if premiums have been missed?

Automatic emails are sent to the adviser on the policy that has fallen into arrears, they will be notified of arrears in month one and two, policy will lapse on the third missed payment.

Advisers can also contact us to confirm the status of any policies.

We can also arrange for MI reports to be sent weekly to show the status of policies held with us.

---

What processes, system and guidance are in place to support advisors with customer retention?

We have our own internal retentions team.

Once we receive a cancellation request our retention team will attempt to contact the customer in question to establish the reason for cancellation and attempt to retain the business.

We will also inform the intermediary on the policy that we have received a cancellation request so they can attempt to contact the customer from their side.

If we are unable to reach the customer after 3 attempts over 2 weeks we will cancel the plan down.

The customers DD will be cancelled to avoid any further premiums to be collected.

---

Is there a ‘premium holiday’ option available for customers?

We have a career break option available on both our income protection policies, the customer needs to pay at least 12 months premiums to be eligible for a career break on our full health and lifestyle application and to have paid 24 premiums for simplified application.

We also have payment holidays available to customers. A Payment Holiday is a break in Income Protection cover, allowing a customer to pause their monthly premiums on a temporary basis for a period of one to three months. After the Payment Holiday, your usual cover and monthly premiums will resume. Please note that this is a discretionary benefit, offered to customers on an individual basis. Therefore, it sits outside of our standard Terms and Conditions.

---

Are there any other retention strategies available?

Payment links can be used by advisers to bring their clients policies up to date –

https://utilities.shepherdsfri...

---

Do you send annual statements to the customers and do the advisors also receive a copy?

As our policies are age costed and increase on the anniversary of the policy, the members will receive this each year. A copy is not generated for the advisers.

Attached is the enhanced benefits guide which includes information on each benefit.

---

DOCUMENTS

Income Protection - Enhanced Benefits Guide 2022

What systems are in place for advisors to be notified if premiums have been missed?

If unable to collect premium or there are insufficient fund in the bank account, a Refer to Payer letter will be posted to your client. We’ll also send you an email notification. Letters are also available to view in the member and adviser portals. We will automatically attempt to recollect premium in the next 12 working days’ time.

If we’re unable to recollect in 12 workings days’ time, the arrear process is triggered. A letter is issued to your client and we’ll send you an email notification. Letters are also available to view in the member and adviser portal. Policy will automatically lapse for non-payment after 3rd failed collection, from their start date and not preferred direct debit collection date.

If your client has cancelled their direct debit, we do not currently issue any correspondence. However, this is under review.

---

What processes, system and guidance are in place to support advisors with customer retention?

We have a number of key features which will help support you in your client conversations and assist with retention.

• Fixed Benefit Option – Refer to page 20 of ourpolicy document

• Minimum benefit guarantee - Refer to page 21 of our policy document

• Unemployed or Houseperson - Refer to page 27 of our policy document

• Guaranteed insurability option - Refer to page 28 of our policy document

• Decreasing your benefit amount - Refer to page 29 of our policy document

• Changing your waiting period - Refer to page 29 of our policy document

• Removing indexation - Refer to page 29 of our policy document

• Making your finishing date earlier or later - Refer to page 29 of our policy document

• Removing the minimum benefit guarantee if selected - Refer to page 29 of our policy document

• Policy Breaks - Refer to page 31 & 32 of our policy document

---

Is there a ‘premium holiday’ option available for customers?

We currently do not offer “premium holidays”. However, we do offer policy breaks. We know that sometimes a change in circumstances means that your client no longer needs or wants to continue their income protection cover. For example, they may want to take a break from their occupation to study or raise a family, or it could be that your financial situation has changed and they feel they can no longer afford their policy. Income First gives your client the option to put their policy ‘on hold’ during this time, meaning they can retain the existing terms of their policy and reinstate it again quickly and easily. Income First gives you two options to put your policy ‘on hold’. For more information on these options please refer to page 31 & 32 of our policy document.

Redundancy premium holiday

If you lose your job through no fault of your own, we could pay your premiums for up to three months to support you whilst you look for new work. This is called a redundancy premium holiday. To be eligible for this benefit, you must either:

• Be in permanent employment and be made involuntarily redundant at least six months after your policy has started

Or;

• Be in self-employment and suffer from business failure (bankruptcy, insolvency or liquidation) at least six months after your policy has started.

You need to let us know about your intention to receive a redundancy premium holiday as soon as possible, as we will not backdate any premiums you have paid before you let us know. We will start paying your premiums as soon as possible but may need you to provide evidence to support your request. You’ll also need to let us know when you start work again. We will continue to pay your premium for the remainder of the month that you return to work, as long as it doesn’t exceed three months. If you receive a redundancy premium holiday, there must be a 12-month gap before you’re eligible to receive another. The redundancy premium holiday has no impact on your ability to claim if you are totally unable to work as a result of illness or injury.

---

Do you send annual statements to the customers and do the advisors also receive a copy?

We issue anniversary statements for all our Income First members. This includes details of current premium, new premium (if any changes), and benefit amount. We also share details of HealthWise, our members benefit app.

These are sent via post to members and we will send an email alert to you so you can view the anniversary letter via the portal.

What systems are in place for advisors to be notified if premiums have been missed?

We attempt to call all cancelled DDI’s within 24 hours. If we are unsuccessful we will continue to attempt contact up to 90 days. At which point we will cancel the policy. Advisers can see this information with the Early warning Report, which is available within Adviser Hub. This is accessible to all brokers.

---

What processes, system and guidance are in place to support advisors with customer retention?

We have multiple processes available to retain customers, including premium waivers and other tailored offers depending on policy value. We work closely with each adviser to ensure they are involved in any changes, ensuring we do not undermine the advice previously provided. The Retention team are non-advised. More detail is in the presentation (in documents).

---

Is there a ‘premium holiday’ option available for customers?

We no longer have this option. It was a short term initiative designed to support customers during covid and to address short term financial concerns. However, we have a number of different, bespoke and tailored initiatives to support customers at any point, based on individual circumstances.

---

Are there any other retention strategies available?

We offer various interventions throughout a customer lifecycle designed to prevent lapsing and drive Vitality engagement. Welcome calls for example, improve lapse by over 10%. More detail is in the Presentation.

---

Do you send annual statements to the customers and do the advisors also receive a copy?

We offer anniversary statements that reiterate the cost for the next year, alongside a summary of the benefits of cover. Attached is an example and this is sent to the Broker too. In addition, we do send value statements to the customer. This provides a summary of the benefits accessed by the customer over the year.

---

DOCUMENTS

New Anniversary Letter 2022

RETENTION- Life Proactive Contact Strategy for Sales Teams April 2022

What systems are in place for advisors to be notified if premiums have been missed?

Our Life Protection platform has a Retention section that allows an individual adviser or firm admin to view all cases and if they have DDM issues in the last 15 days. The information gives them details of the plan, reason for the DD not being collected and the outstanding premium, and commission amount ‘at risk’ and most important, the date the plan will be ‘off risk’ . This information will have also been emailed to the adviser,( with correspondence going to the client), via the usual notification messages the adviser has set up on LPP. The MI can also be exported to excel if required. Our legacy book also has a number of measures in place to help advisers manage a cancelled direct debit – we offer firms a monthly spreadsheet report that around 5th of every month (following the 1st of month DDI collections process) is produced for any firm that may have plan/s in the underpaid cycle, this is an excel spreadsheet and it is emailed out to advisers from a central box called – Inforce Reporting. This shows any cases that have for whatever reason not collected a DDI and it will show the number of months underpaid and how much is due at that point.

---

What processes, system and guidance are in place to support advisors with customer retention?

See details on the Retention dashboard as before.

---

Is there a ‘premium holiday’ option available for customers?

No we have ended this support due to a lack of customer take up. We already have an extensive range of contractual change options advisers/customers can utilise including switching to a lower cost option(moving from Select to Core), reducing the level of cover or change the term or amend the range of benefits. All managed via the adviser portal.

---

Do you send annual statements to the customers and do the advisors also receive a copy?

We do offer annual statements (sample attached), where we remind clients of the benefits the plan has, any recent changes, any additional benefits being offered (and if they can be changed/removed) and optional benefits that could be added, plus if the plan is in trust or assigned. Trustee details and other plan information is available via the client portal.

---

DOCUMENTS

Personal Protection Statement Sample- LLP