Pensions and Protection

Pensions and protection advisers have had another exceptionally busy year, with clients’ retirement plans changing due to the pandemic and more clients seeking protection policies as the events of recent months hit home.

Amid this, some providers have proved that great service really is more than a mantra, with advisers awarding companies such as Dentons, Scottish Widows, Just Group and InvestAcc the coveted five stars. 

Proving that they have not rested on their laurels despite also being five-star winners in the 2020 Financial Adviser Service Awards, and scooping some special awards in recent years, these four companies set many wheels in motion over the past 12 months.

For example, Scottish Widows made significant improvements to its digital offering for advisers, increased telephony and face-to-face engagement with advisers and created tailored Covid-19 support materials for advisers. 

Similarly, Just Group said it worked hard to respond to the many and varied challenges of the pandemic, by focusing on maintaining high standards of service. 

In particular, it prioritised uninterrupted contact with firms and their clients through its dedicated account managers and customer service colleagues. 

The company has also made additional improvements to how it conducts business, for example updating, re-prioritising routine processes to create more time for completing applications and releasing funds.

Meanwhile, Dentons highlighted the importance of keeping touch with advisers and clients as a “key priority”. Over the past 12 months, it has continued to run numerous informative webinars and industry updates.

Moreover, it developed its online application to provide a more streamlined process for advisers, and introduced further enhancements and new features to its online portal. Dentons says this will continue over the next 12 months as the company continues to “evolve our existing technologies, listening to advisers’ feedback and making appropriate enhancements to our service delivery”.

All the five-star winners in this category have highlighted training as an important aspect of service to advisers. For example, Just’s vulnerability training module has now been used by more than 9,000 advisers and paraplanners.

Stephen Lowe, group communications director for Just Group, says the company was proud to have been awarded five stars in the Pensions and Protection Providers category for the 17th consecutive year.

He comments: “This past year has been far from business-as-usual and our focus has been on safeguarding our colleagues so we can continue to deliver the high standards of services expected by advisers and their clients.”

For David Fox, director of sales and marketing at Dentons, the company’s ninth five-star achievement testifies to the “hard work” the team puts in with advisers and clients to act in their best interests. 

He says: “We strive to achieve efficiencies through the use of new technologies and staff development, and improvements to our processes through listening to adviser and client feedback. 

“[We strive to] guarantee a continual high level of service for clients and advisers, and communication through a range of webinars, throughout the unprecedented events of recent years.”

Jackie Leiper, managing director for pensions, stockbroking and distribution for Scottish Widows, says: “Our goal is to support advisers in recovering successfully and sustainably from the impacts of the pandemic. 

“By building strong, personalised relationships with our advisers and by listening and acting on their feedback, we support them to deliver a best-in-class service.”