Insurance

ISI worms out of churning policy review

Tuesday 12th of July 2011

The Replacement Policy Advice (RPA) is designed to stop advisers and life companies churning policies.

An ISI spokesman said that while the review promised by new chief executive Peter Neilson was still ongoing - and talks with members had taken place - "I think with the regulation of the industry the board are coming to the realisation that it's not something we are  really capable of regulating."

"It's a tricky one, we're still trying to work through what we can do," he said.

Neilson announced he had been asked to review the RPA at the Life Brokers Association conference in May.

"Due to a number of factors, policy churn within our industry is high. Many policies that are replaced are done so for reasons other than client interest," he said.

"ISI accepts that people have legitimate reasons to replace policies, but we want to ensure they do so for the right reasons, and make the decision armed with all the relevant facts. That was what  the ISI wanted to achieve with the new RPA process."

Brokers Good Returns have spoken to have expressed concerns about so-called ‘churn' in the wake of new adviser regulations that place the client interest at the fore, with some suggesting insurance providers concern with the issue is out of step with their regulatory requirements to ensure clients have the best policies.

Nielson alluded to this issue in his LBA speech, saying "the fact is that our industry is now subject to new rules of engagement when it comes to offering financial advice, and the underlying principle is that we must all place the interests of the client above all else."

Comments (9)
Kenny Riach
Hardly surprising that bank staff churning out low cost policies have not heard of RPA !
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13 years ago

Andy Phillipson
The answer is simple; remove the reward for churning. That simply involves regulating the horrendously large up-front commissions and go for spread or as-earned commissions. Therefore it will make sense to keep the clients interests in perspective, review the client regularly (or lose it) and will promote a better business model and more sale-able asset in the future. It will also allow proper funding to recruit new advisers into the industry without having an environment of having to constantly sell new policies (or churn!) to stay in business. It is a win-win situation for companies, individuals and clients. I believe it will also get rid of the cowboys and headstone writers!
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13 years ago

Simon Rule
As Bronwyn rightly says a whole lot of intelligent people committing time and energy but not accomplishing much of anything. Advisers could be forgiven in recent days for questioning whether some of the associations that represent our industry are working hard or hardly working.
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13 years ago

Terry Carroll
Andy is spot on with his comments and until this issue of excessively high up front commissions is addressed nothing will change. In my view the industry, primarily the provider companies, have shown over the years by increasing up front commissions that it is incapable of making changes therefore a Govt regulatory invironment seems the only option.
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13 years ago

andrew smith
Surely when I review my client’s needs I should be offering them the option to change to a better policy or a cheaper policy that is the equivalent to their existing cover? If I don’t then I’m not acting in the client's best interest? The poor claim outcomes resulting from the increased incidence of non-disclosure when policies are replaced surely must not lay solely at the feet of the adviser. The client completes the prop, the client signs the prop, the client signs a RBA so if the policy is clearly better in the eyes of the adviser (and they can justify why they recommended it) and then the client lies or misleads the new insurance company surely is not the advisers fault. They were doing the best by their client after all by offering them a better or cheaper policy. Let’s see what happens when some of the bank advisers replace the client’s policy with an inferior product. What will the ISI do then?
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13 years ago

Ron Flood
Lindsay, there can be many reasons that old policies are replaced and commission in theses cases is irrelevant when the main reason is to enhance to cover the client has. The actual replacement statistic is most likely closer to 50% than 85%. As far as driving up the costs, I again draw attention to the case of a 40 year next birthday male non smoker applying for $500,000 in 1990 with Royal & Sun Alliance. The premium was $785 per year Fast forward to 2011 and that same cover now costs $485 with Asteron (formally Royal & Sun). This represents a 38% reduction in cost for client's. In 1990 there was a much lower rate of churn than today. Taking this to the extreme, could the facts I have given actually show that higher churn has resulted in lower premiums? Even I can dream up a stupid statement. Finally with regard replacing health policies, it is plainly dumb for a perfectly healthy client to keep their cover with a company that steadily increases their premiums when they haven't claimed and have no health issues. Honesty doesn't just lay at the feet of the advisor.Product providers who don't pass back enhancements to all policy holders have only themselves to blame if their client insures elsewhere.
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13 years ago

Simon Rule
Lindsay, as far as churn goes with respect to straight "life" policies I tend to agree with your comments. Unless there is a sizeable difference in premium each month one would have to question the wisdom of an adviser jumping the client to another provider. However when it comes to income protection or health insurance (both of which statistically are most likely to be claimed on) I find the majority of the people that come to me for insurance are ill served by their current provider and have never been made aware of what else is available in the market! Simple things like paying out an income benefit to a client at the start of the month and having built in TPD represent a clear advantage to a policy holder if they are with an insurer who does not offer these benefits. As Ron rightly says health insurers that do not pass on product enhancements to their policy holders as other more comprehensive insurers enter the market only have themselves to blame. Inevitably our clients will all claim upon their health policy at some stage of their lives so provided they have not suffered any health issues subsequent to the earlier policy been issued I think we have a responsibility as advisers to see our clients with the very best provider available.
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13 years ago

Mike King
"Churn" - could someone please clarify for me? does this refer to ALL replacement business, or specifically (as I understood it) to the event wherein the originating adviser moves an existing client to a different provider, and thus get paid again? while botrh are equally questionable, the latter is where the greatest risk (to the adviser) lies.
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13 years ago

Ron Flood
Anti churn I suggest you keep an open mind. I have recently replaced cover costing a client $7,200 per year with cover costing $5,100 per year. Same benefits (life & trauma), no exclusions, client fully disclosing their medical history and premium projections indicating they will not reach the $7,200 mark for at least 4 years. The new cover has an A+ independant rating and some benefits were in fact better than the existing cover. Clients are shopping around and if you don't do it for your clients they will move their business elsewhere.
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13 years ago

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