Southern Cross – service or not?

While I agree with Barry Read, there is little evidence that there is a correlation between higher premiums and higher service need.

The on the ground coal face reality is a client aged 40 and looking at a medical situation is much more able and capable of managing a good part of the claim process than an individual who is 60-65 with significant health conditions and lack of understanding of the process.

While we continue to measure outcomes based on where we stand today, we overlook the reality of the people advisers are helping, those that can't navigate phone and internet like a fit, healthy 40-year-old. They struggle to get out of bed, let alone drive a computer. They need the support of an adviser because they have impairment the people making these decisions have not faced nor do they understand.

If they did, they would be increasing the support not pulling the rug out.