Life Insurance Intermediaries

Business Performance & Customer Opinion
UNITED KINGDOM	Life Insurance Intermediaries Handbooks

Life Insurance Intermediaries
This Handbook gives specific survey and other information on the named Company and Office and includes data on the Company's Clients (Private / Business / Institutional), Products & Services, Competitors and Competitive Situation, Comparison with other company offices and the Company's Operational and Business Performance. The data is given in tabular and numeric form and comprises of some 220 pages. 1. Comparative data on the company's main competitors in the area. (a / b / c / d / e) This section analyses the named company's performance with that of up to 15 general competitors. 2. Comparison of the office's Performance in comparison to other company offices. Comparative Regional data for Products & Services. (a / b / c / d) This section analyses the named office with up to 15 other company offices and/or with comparative regional data. 3. Business Performance data on the company's most important operational activities. Point-of-Sale & Information / Marketing & Advertising / Enquiry Handling / Proposals & Quotations / Personal Contact & Handling / Preparation of Proposals & Quotations / Client Handling / Print & Documentation / Policies / Insurance Planning / Pensions Activities / Business + Commercial Insurance Handling / Pricing & Offer Procedures / Terms & Pricing Transmission / Client Contact & Up-dating / Financial Services / Corporate & Business Operations / Pensions Operations / Life Operations / Miscellaneous Insurance Operations. 4. Client Opinion data on the company's most important products and services. (a / b / c / d) Private: Ordinary Life - Yearly / Ordinary Life - Single / Personal Pensions / Private: Annuities / Private: Life - Miscellaneous / Private: Property Linked / Business-Industrial: Ordinary Life - Yearly / Business-Industrial: Ordinary Life - Single / Business-Industrial: Personal Pensions / Business-Industrial: Annuities / Business-Industrial: Life - Miscellaneous / Business-Industrial: Property Linked / General Pensions Operations / General Life Operations / Miscellaneous Insurance Operations / Unit Linked Term: Permanent Health / Annuities / Term under S637 / Normal Term - Unit Linked Pensions: SSAP / Free Standing AVC / Company Sponsored AVC / S32 Pension Buy-Out / Executive Pension / Personal Pension - Unit Linked Life Insurance: Policy Loans / Capital Conversion / Single Premium / Mortgage Endowment / Maximum Investment / Universal Life / Whole Life / Savings & Protection - Conventional Life Insurance - Term: Contingent / Family Income / Mortgage Protection / Convertible-Renewable / Indexed / Decreasing / Increasing / Level - Conventional Life Insurance - Accident/Sickness: Individual PHI / Medical / Accident & Sickness / Personal Accident - Conventional Life Insurance - Bonds: Income / Growth - Conventional Life Insurance - Annuities: With Profits / Indexed / Joint / Contingent / Temporary / Hancock / Capital Protected / Open Market / Option / Compulsory Purchase / Increasing Immediate / Level Immediate. - Conventional Life Insurance: Policy Loans / Pure Endowments / Flexible with Profits / Child's Deferred / Low Start-Low Cost / Low Cost with Profits / With Profits Endowments / Low Cost Whole Life / With Profits Whole Life / Non-profit Endowments / Non-profit Whole Life - Insurance - Business: Shareholder Protection / Partnership Protection / Keyman Protection - Conventional Pensions: Term / Deposit / With Profits / Non-Profit. 5. Company's Staff Perceptions of their company. (e) 6. Abuse of Position Firms which abuse their position in the market or which use their position to gain an unfair or immoral advantage are covered in this section. The above data is given as a matrix with EACH of the items (a) - (e) listed below.
(a) PRIVATE CLIENTS: Satisfaction with the company's service/product quality; Satisfaction with Product / Service availability; Satisfaction with existing Product / Services; Satisfaction with existing company; Satisfaction with the company's customer handling; Satisfaction with customer contact; Satisfaction with existing methods of business handling & Product / Services offered; Satisfaction with the company's terms of trading; Satisfaction with the company's documentation, presentation & print; Reaction to the company's customer handling; Reaction to marketing activities.
(b) BUSINESS CLIENTS: Satisfaction with Product / Service quality; Satisfaction with Product / Service availability; Satisfaction with existing Product / Services; Satisfaction with existing company; Satisfaction with customer handling; Satisfaction with customer contact; Satisfaction with existing methods of customer handling, timing and Product / Services offered; Satisfaction with terms of trading; Satisfaction with documentation, document presentation & print; Reaction to sales promotion activity.
(c) BUSINESS DECISION MAKERS: Person/s deciding if the company is used. Person/s initiating decision to increase levels of business. Person/s initiating decision to introduce new products or services. Person/s deciding what products / services are to be used. Person/s evaluating Product / Service business needs. Person/s evaluating the Companies + Product / Services available. Person/s surveying or vetting companies. Person/s approving / authorising transactions. Person/s negotiating terms with the company. Person/s evaluating the company's Product / Services costs. Person/s evaluating the companies / services / products available. Person/s preparing specifications for Product / Services used. Person/s deciding if Product / Services are appropriate. Person/s setting or altering levels of business. Person/s making decisions to use competitive company/s. Person/s monitoring results of Product / Services purchased.
(d) PRIVATE + BUSINESS CLIENT OPINIONS: Client Confidence: Managers + Office + Sales Staff/ Documentation/ Advertising. Reputation: Company + Office Level/ Managers + Office + Sales Staff. Staff Efficiency: Company + Office Level/ Managers + Office + Sales Staff/ Documentation/ Problem Solving. Staff Performance: Company + Office Level/ Managers + Office + Sales Staff/ Documentation/ Client Handling. Staff Integrity: Company + Office Level/ Managers + Office + Sales Staff. Truth & Honesty: Company + Office Level/ Managers + Office + Sales Staff/ Advertising & Promotions. Written Communications: Company + Office Level/ Managers + Office + Sales Staff/ Contractual. Verbal Contact: Managers + Office + Sales Staff. Client Handling: Company + Office Level/ Managers + Office + Sales Staff. Client Complaint Handling: Company + Office Level/ Managers + Office + Sales Staff. Client Problem Solving: Managers + Office + Sales Staff. Staff Comprehension of Product: Office + Sales Staff. Client Awareness: Company + Office Level. Staff Awareness: Office + Sales Staff. Product Confidence: Company + Office Level. Client Service: Company + Office Level/ Managers + Office + Sales Staff/ Documentation. Initial Client Response: Company + Office Level/ Office + Sales Staff. Information for Clients: Company + Office Level/ Managers + Office + Sales Staff. Promotional Activity: Company + Office Level. Advertising Posture: Company + Office Level. Documentation: Company + Office Level. Client Confidence: Office + Company Level. Credibility: Advertising/ Documentation/ Sales + Office Staff + Managers/ Office + Company Level.
(e) COMPANY'S OWN STAFF SURVEYS: Reactions to the company's marketing activities. Satisfaction with existing methods & materials. Satisfaction with existing back-up & company facilities. Satisfaction with existing methods of client & business handling. Satisfaction with quality of the workplace & terms of employment. Satisfaction with ability and expertise of fellow staff & line managers. Satisfaction with quality & specifications of products / services sold. Satisfaction with equipment & systems. Satisfaction with company's customer handling policy. Satisfaction with staff's assistance received. Satisfaction with company's policy documentation. Satisfaction with Senior Management.

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