Helping you and your clients through the pandemic

   

The coronavirus pandemic generated some significant issues that could have brought the markets in which we operate to a halt. However, we’ve responded quickly to these challenges to ensure that financial advisers can keep meeting the retirement needs of their clients.

 

We're always here for you

Adding a personal touch

Equipping staff to work remotely

Keeping the hidden wheels turning

Introducing desktop valuations

Helping people unable to sell

No need to sign key documents

Service Continuity

ALWAYS HERE FOR YOU

  • Financial advisers have been able to contact us however they wanted during the lockdown.
  • All our account management teams could work from home quickly, effectively and safely, and have been contactable by phone or email, plus online meetings.

ADDING A PERSONAL TOUCH

  • Helping an adviser to overcome social distancing and make their mum's 95th birthday a bit more special.

STAFF WORKING REMOTELY

  • We immediately increased our remote working capacity, enabling over 98% of all staff to safely work at home.

KEEPING THE HIDDEN WHEELS TURNING

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    • We adapted our post room so Royal Mail items can still be accepted and uploaded.
    • A team remain in the office to print and issue documents that can’t be emailed.

 

 

 

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SWITCHING TO VIRTUAL EVENTS

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  • Our adviser events have always been popular - the response to online versions has been even more positive.
  • Coming soon: Online Equity Release Academy

Lifetime Mortgages (LTM)

INTRODUCING DESKTOP VALUATIONS

  • Social distancing meant physical property valuations were impossible so we quickly introduced remote desktop valuations on 6 April.
  • On 18 May we re-introduced physical valuations on properties in England. Latest details here.

HELPING PEOPLE UNABLE TO SELL THEIR HOME

  • During the lockdown, we’ve reduced LTM interest rates of properties being sold for clients who’ve died or moved into long-term care.
  • These changes are effective for up to three months from 26 March 2020.

MAKING ONLINE KFI REQUESTS POSSIBLE

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  • Recognising that working patterns may have changed for many advisers, you can now request online a personalised key features illustration (KFI) for a Just For You Lifetime Mortgage whenever you need to.
  • These requests will be treated as a priority and the KFI sent direct to your inbox.

GUARANTEED INCOME IN RETIREMENT

NO NEED TO SIGN KEY DOCUMENTS

We’ve temporarily changed our processes so that clients don’t have to sign pension annuity forms or leave their home to post them.

Contact us to find out more.

 

 

 

 

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CARE FUNDING

 

HANDLING WITH CARE

 

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Visit this page to learn more about these process improvements:

  • Quotes guaranteed for 30 days
  • Collecting information from care providers using a tele-interview 
  • Removed the need for a GP report to provide Care Funding Plan quotes 
  • Accepting scanned copies or photographs of key documents

VULNERABLE CUSTOMERS

CUSTOMER VULNERABILITY

 

  • The term ‘vulnerable’ seems to be used more than ever now. We’ve developed more support for advisers in this increasingly important subject.
  • New article: Vulnerability and the impact of coronavirus. More people could now be feeling anxious about their health, loved ones or finances. This new article explores how financial advisers can help their clients through this difficult time.
  • Webinar: Who are you calling vulnerable? Over 630 people attended this webinar on vulnerability and how to avoid its potential pitfalls. You can watch the recording here.