Insurance

Life cover simplified – you’re either alive or dead

Thursday 13th of October 2011

"We're of the view that term life insurance is a commodity product, or approaching commodity status, rather than a personally tailored status. I think the banks themselves, with the hold that they've got in the market, are a good illustration of that," he said.

Referring to the argument that an adviser's expertise should be sought when obtaining insurance, Vaughn said "I think there's segments of the market where that's an absolutely valid statement, and I think there are other segments of the market where it's absolute nonsense."

Vaughn also said the arguments in favour of having an adviser on board at claim time are of varying validity depending on the insurance product in question.

"I think if you're dealing with things like income protection I think that's very true, I think if you're dealing with disability insurance and some of the trauma stuff I think there's an element of truth in that, I think when you're dealing with life insurance, well you're either alive or dead, there's no debate about the issue fundamentally."

The role Vaughn sees Pinnacle occupying is to target the growing, computer literate, younger generation by offering simple insurance products.

"We're getting the computer savvy people who trust themselves to do things online, they buy other products online so why not their life insurance?" he said.

One factor he said was essential to the success of his no-advice, online model was speed.

"If you're in the online space it's about immediate satisfaction if you can deliver it, so you've got to be able to offer the client something rather than go into the underwriting loop which is the big problem with the industry."

Vaughn said this was one area, especially with more complicated policies, where the adviser certainly had a role.

"The brokers actually are better at that because they keep that communication with the customer going over that long time period, so when you're in our end, the commodity end, speed is of the essence."

He was also dismissive of suggestions people could find themselves with inadequate cover using the no-advice model.

"If you offer people the commodity option, they buy what they think they need rather than being persuaded they need three times the amount and all the Rolls-Royce benefits."

Vaughn is clear that the Pinnacle model works largely because he shies away from these 'Rolls-Royce' options.

"We've gone for the base products because commodities deal in base products, they don't deal in the add ons. We have a base trauma, we don't have the full range of trauma products, we do lump sum disability but we don't do disability income, the stuff that gets complicated and there's subjective judgement involved is the area where you need brokers and you need insurance companies that have got the capacity to deliver in that area."

"The brokers have their place in the market, we will never supplant that, we don't intend to, but equally I think there's a place for us," he said.

Comments (4)
Geoff Aylward
I have just assisted with a death claim (after normal business hours) for a wonderful man who had just lost his wife. I worked extremely hard and quickly to help him locate documents and provide details to the insurer who paid a bereavement benefit very quickly. I was so pleased to have saved him time and angst. Thanks to the speed of the insurance payout he was able to give his wife of 30+ years a good send off. He is absolutely thrilled with the service and he doesn't think he would've coped if he hadn't had a willing and motivated adviser on his side. ...and he wasn't even my client. His wife had purchased insurance direct without an adviser. Sure - death is death but advisers can make a hideous time a whole lot easier and less stressful. I understand that you're selling a commodity but your advertising is truly cringeworthy and quite unfair on the many advisers who enjoy our role and actually like human contact. If you're so thrilled with your product - sorry, your commodity - why the need to bag advisers and competing insurance companies?
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13 years ago

Simon Rule
Agree with both GA's and Mark's comments above. The biggest advantage for a client when dealing with an adviser (as opposed to going online) is our knowledge of what cover clients do actually need for their own individual circumstances. Time and time again I see couples who only have life cover with no thought given to what would happen to them if they couldn't work and earn an income. Quite scary when they often have a large mortgage, 3 children and only one income to live on! Pinnacle Life (and any other online life insurer) will never capture more than a small percentage of the NZ market for the simple reason that most kiwi's will never have the personal responsibility to get off their behinds and secure cover for themselves and their families. Yes this might sound a tad harsh but as anyone who has been in the insurance industry for a while will know from experience it’s the God honest truth. The biggest role insurance adviser’s play in NZ is making sure people do actually secure cover in the first place! In this sense advisers offer a key public service to NZ society.
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13 years ago

Mike King
Well said, Barry! I work through a client base that carries a LOT of Pinnacle, due to the previous adviser seeing a new 75% commission as being superior to selling for 3 x renewal. Pinnacle pays no renewal so the policies are acquired at zero cost to an adviser. I take great pleasure from time to time in rolling business FROM Pinnacle to a reputable insurer.
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13 years ago

Andy Phillipson
Hey guys - you seem to be picking on poor old Pinnacle. Let's look at what they do well for clients: In terms of FMA requirements, they give sound advice and can justify their decisions... oops, sorry, my bad! They use the appropriate 2 step process (Sign here and sign this waiver of responsibility!!) to ascertain needs and make reliable recommendations... yup! They regularly review the client’s situation and amend the plan accordingly, as per FMA doctrines... oops, silly me again... Pinnacle life genuinely care about their clients and make every effort to forge a good client adviser relationship to ensure the client's needs are met both at review AND claim time... umm - sorry, wrong again... Thinking to myself... how can they get it so wrong when the rest of us have to get it right to get and retain business, while still satisfying the FMA requirements (and our moral obligations). Maybe Pinnacle is playing into our hands, and should be seen as an opportunity for those of us who care about the people we meet!
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12 years ago

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