Name: Care Concierge explained
Start: 2023-09-05T12:46:00Z
End: 2023-09-05T12:46:01.000Z
Location: BrightTALK

We're here to provide the expertise that helps you and your business grow. Find our full range of webinars, including expert talks and educational videos, designed to support your protection conversations with clients.

With the launch of our New Payment Term Lifetime Mortgage (PTLM), you may have more questions than answers. Join us as we explore why it went to market, its features and what client needs it was designed to address.

Then its over to you, to ask any questions you may have.
Key learnings:
·       A better understanding of what customer needs PTLM can addressed
·       A better understanding of our underwriting criteria and how to implement best practice
·       How our PTLM product fits our later life lending proposition
·       The adviser support available to you

Payment Term Lifetime Mortgage - Setting the scene

Happy Podcastiversay! We are so thrilled to be reaching the one-year anniversary of our podcast. It’s been an amazing journey filled with insights, opinions, and stories from advisers across the country. So thank you to all of those involved, and for making our first year a roaring success! 

In this Christmas special episode of the Just Covered podcast, host Sam Oakes takes over as the interviewer and is joined by Hazel and Wayne, the usual hosts. They reflect on the past 12 months and discuss how the podcast has helped them in their jobs. 

Also covering 

The last year of top tips 
Stand out moments of 2023
What you can expect from 2024
Special Thanks to all our amazing guests, hosts, production team and to you, our listeners! 

We look forward to what 2024 brings and to continue providing an authentic and raw experience, where guests share honestly and openly, allowing listeners to learn and potentially make changes in their own businesses.

If you feel you demonstrate brilliant customer outcomes and got your own story to share? Contact hazel.johnston@landg.com if you are interested in appearing on our podcast

Ep 14 – Celebrating One Year of Just Covered: A Christmas Special

Consumer Insights 2023: Navigating Duty Habits, and Data Quality Management 

As we approach the year’s end, putting customers at the centre of what we do has been the essential focus, more so than ever before. Covering the key topic of consumer duty, the evolving landscape of consumer habits and vulnerability, and the journey through Data Quality Management (DQM). Join us for our last Compliance Directors Session of 2023 where we share our latest thought’s and offer you the opportunity to share yours.

The agenda for the session includes:
• Introduction and Overview
• Consumer Duty - embedding/update 
• Session on consumer habits and vulnerability 
• DQM – past, present and future
• Q&A

Compliance Directors Session: Navigating Duty Habits, and DQM

In this episode of the Just Covered podcast, hosts Hazel and Wayne are joined by Wayne Griffiths, Managing Director of One Financial Solutions. He shares his journey to becoming an independent financial adviser after starting in the financial services industry in the 1990s. 

Wayne discusses the challenges and uncertainties he faced during this transition and how joining a network helped to ensure compliance and support. 

This episode also covers:
- The importance of being nosy and storytelling with your clients 
- How to approach certain clients 
- Intergenerational planning and equity release.
- Mental health and the importance of checking in on  each other 

Overall, the episode highlights the need for compassion, collaboration, and support within the financial services industry. By working together and fostering a sense of community, professionals can navigate the challenges of their job and create a more positive and inclusive work environment

Ep13 – The Power of Storytelling

Dubbed the “Queen of Claims” by her colleagues and with an ability to keep protection advice both relatable and understandable – it is safe to say Amy Whittingham is one of the industry’s leading protection advisers.
Amy shares with Hazel and Wayne some candid stories of where the cover she has set up has made a difference to her clients as well as exploring how to navigate the protection conversation within the wealth space. This episode is a must for any adviser dealing with customers in the wealth space, and any advisers who are time short and want to refer their clients over to a protection specialist.     

We cover:
- Amy’s journey and what it meant to be Future Proof’s first ever employee
- The reasons why it is crucial to be having a robust and holistic protection conversation 
- The importance of true listening and taking the time to find the right solution
- Balancing affordability, wants and needs when it comes to protection advice
- Why we should never walk past a protection conversation, even if it looks like the customer is fully covered

If you are experienced in financial planning, mortgage or protection advice and would like to feature on future episodes, please reach out to hazel.johnston@landg.com. Please also get in touch with any topics you would like us to cover on this podcast.

Ep 12 – Treat your clients like your family

We are excited to bring to you an extended "Technology Special" The world of technology has an ever-changing landscape and evolves at such pace so how can advisers keep abreast of the tools which can enhance their role, their customer service and provide them time to advise on protection? James Adams, Director of My Simple Mortgage and Thora Kehoe Chief Product Officer at Smartr365 spent time with Wayne and Hazel to uncover some of the truths around using technology in our industry, how it can enhance customer relationships, help keep advisers the right-side of compliance and drive efficiencies. All these aspects are key to running a successful business and in turn, provide extra time to provide great advice to our customers. 

In this episode James shares how he has embraced and incorporated technology into his business and Thora shares some of the key facts’ advisers should keep to mind when looking at adding technology enhancements to their strategy. This episode is a must for any adviser considering how they can utilise technologies within their business.     

We cover:
- James’s journey to adding technology in to his business and some of the challenges and learns along the way
- The reasons why technology could help keep your business compliant especially in the new world of Consumer Duty. 
- What a “data prisoner” is and how to avoid becoming one
- The questions to ask of a technology provider before committing to add them to your business strategy
- Some of the ways James’s team use the extra time that technology provides them and why this helps create a successful environment for advising on protection

If you are experienced in financial planning, mortgage or protection advice and would like to feature on future episodes, please reach out to hazel.johnston@landg.com. Please also get in touch with any topics you would like us to cover on this podcast.

Ep 11 – Embracing and incorporating technology into your business

With 60% of businesses stating they’d cease trading within 12 months of losing a key person and 75% of businesses having some form of borrowing*, there is a clear need in the market for business protection advice. This is where Nathan Ansell comes in, owner of Hend Consulting Ltd. Nathan set up Hend Consulting Ltd just under 5 years ago to specialise in business protection. 
In this episode Wayne and Hazel explore Nathan’s journey into the business protection market and what he has learned along the way from the challenges he has faced. If you are looking to expand your business protection sales or generate leads within this market, Nathan expertly shares how he does this and why he feels giving this advice is imperative to achieving good client outcomes.   

We cover:
- Nathan’s journey in to specialising in Business Protection and how he has grown his business in this area
- The different Business Protection client types and how to approach them
- How Nathan generates leads and demonstrates the need for multiple products to his clients 
- What to look out for within a fact find to support Business Protection recommendations

If you are experienced in financial planning, mortgage or protection advice and would like to feature on future episodes, please reach out to hazel.johnston@landg.com. Please also get in touch with any topics you would like us to cover on this podcast.

*taken from Legal and General State of the Nation research 2021

Ep 10 – Business Protection: The journey to growing your business in this sector

Hear from our Care Concierge Business Manager on how your clients can make the most out of the free service

Care Concierge webinar

Find out what users of the service have to say about Care Concierge

Care Concierge customer testimonials

Quick overview of how to ensure your individual contact preferences are set correctly to receive updates on your pipeline

Setting your individual preferences

Quick overview of how to ensure your global contact preferences are set correctly to receive updates on your pipeline

Setting your contact preferences

An overview of how to fill in and complete an trust form within OLPC

Completing a discretionary trust

Quick guide on how to get started on doing a quote on OLPC

How to get a quote in OLPC

An overview of how to view and access documents within OLPC

How to access documents in OLPC

If you’re an adviser looking to refer your protection business, this episode is the one for you! With a background in financial advice himself, almost 10 years ago Dale saw a clear gap in the market for a protection specialist firm to assist advisers with the protection conversation. 
In this episode Wayne and Hazel are joined by Dale, owner of Pure Protect and Stonebridge Protect to explore what key skills are required when it comes to creating great protection referrals instead of it being a tick box exercise. During filming we were faced with the challenge of noisy building works outside and despite this, Dale gives some fantastic insights in to what advisers can be doing ahead of the consumer duty coming in to force at the end of this month. 

We cover:
- The risks advisers face if they don’t review their protection process ahead of the new consumer duty rules coming into force
- What are the elements that go in to creating the perfect protection referral?
- A claim’s story which could have been very different had the customer not been seen by a specialist 
- What makes a good protection adviser
- The commercial benefits of partnering with a protection specialist 

If you are experienced in financial planning, mortgage or protection advice and would like to feature on future episodes, please reach out to hazel.johnston@landg.com. Please also get in touch with any topics you would like us to cover on this podcast.

Ep 9 - Referring your protection business

With consumer duty coming down the tracks, it is essential for advisers to start planning how they will bring protection into their conversations especially when we consider the cross-cutting rule “Avoid foreseeable harm to retail customers”. 

But what if you are an adviser who doesn’t have time? What if you haven’t sold it for a while? What if you don’t have access to a range of products? In this episode, Hazel & Wayne are joined by Steve Johnson and Nic Hopkins the owners of Real Life Advice, who may just have the answers! 
Nic and Steve used their background in sales, training, and development to set up Real Life Advice, a protection firm providing advice to clients on all of their protection insurance needs. 

We cover:
- Nic & Steve’s journey to setting up their business 
- What they believe has been key to their success
- How Nic & Steve ensure clients get a streamlined and consistent service  
- The benefits in using a protection specialist for your clients protection needs 

If you are experienced in financial planning, mortgage or protection advice and would like to feature on future episodes, please reach out to hazel.johnston@landg.com. Please also get in touch with any topics you would like us to cover on this podcast.

Ep 8 - Bringing protection into your conversations

It’s episode 7 and Hazel and Wayne are joined by Neil Bohan, Principle and adviser at Personal Touch Kent and what a conversation it is! This episode is bursting at the seams with superb one-liners which can quickly generate client trust and loyalty when it comes to building rapport and advising on products. Neil shares with us some of his best kept sales secrets and gives such an honest insight in to why he feels protection is a must have conversation when it comes to financial planning and mortgage advice.

As professionals in the financial industry, we can sometimes let our own mindset and assumptions get in the way and Neil talks through how he overcomes this and why he feels every single client needs to be giving the opportunity to take out protection. 

We cover:
- Neil’s secrets to protection success and sales tips
- How Neil brings up the subject of protection in every single conversation no matter the scenario whether that be remortgage, product transfer, new purchase or financial planning
- The benefits and importance of continuous client relationships and how to retain your customer base with one simple phrase

If you are experienced in financial planning, mortgage or protection advice and would like to feature on future episodes, please reach out to hazel.johnston@landg.com. Please also get in touch with any topics you would like us to cover on this podcast.

Ep 7 - How to quickly generate client trust and loyalty

Care Concierge  gives your clients access to a free confidential telephone advisory service to help them understand, find and fund later life care most suitable to their needs. This video helps explain the free service offered to your clients.

Care Concierge explained

Care

adviser

Join this highly engaged community of UK financial advisers as they share peer-to-peer best practice advice. Find content related to investment and economics, better business practices, client acquisition and client referrals for financial advisors, as well as tax and pension advice. Further the engagement by presenting and participating in live interactive webinars and videos.

UK Financial Advisers

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Care Concierge explained

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About this talk

Legal & General – Intermediary Channel