Find out more about our Adviser Solutions pilot

We know that supporting your clients is key to a sustainable business, but that also takes time. We’ve listened to your feedback, and we’re excited to be trialling an ‘Adviser Solutions’ team, who will work with you and your retention strategy to help you support your existing clients.

We speak with Helen Sherwin from the Adviser Solutions pilot about her experience so far and why she is passionate about helping clients keep their valuable cover in place.

What is the Adviser Solutions pilot?
Over the past year or so, we have been working closely with Retail stakeholders to help better understand our strengths and room for      improvement. Our team has partnered with select advisers with different needs to help identify areas for growth and how we can better support advisers with the retention of their clients – making it easier to run their business and manage existing client relationships.

Through upskilling staff from our Customer Service department, our team is uniquely positioned to understand the challenges that our adviser  partners and clients face. We are enhancing our ability to provide on-call adviser support to achieve immediate resolution - working with advisers and their retention strategy, providing resources and retention levers to support existing clients with the common goal of assisting them to keep their cover for as long as they need it.

Tell us about an average day in your role?

Being in a role where we are dedicated to supporting advisers with their retention, we often provide options for clients facing financial struggles. We support the adviser with solutions to take to their client, such as financial hardship options and product education as well as premium waivers and further discounts that may be available such as Health Sense Plus.

Often, we help advisers with payment queries including settling overdue premiums over the phone, reducing additional admin.

Why are you passionate about supporting advisers and their clients?

Together, we understand and have experienced the value of life insurance, seeing firsthand the difference that can be made to the lives of clients and their families

I am passionate about providing retention options to advisers to help clients keep their cover in place, ultimately supporting the overall Australian community.

What has been one of the biggest enhancements recently that’s made a difference in ways of working?

We recently introduced real-time quote alterations for Accelerated Protection, which means that advisers now have a faster and easier way to support their inforce clients. As a result, we’ve seen a significant reduction of inbound calls for quotes, as advisers can quote for decreased sums insured, reversed and declined indexation, changed smoker status and more, all in real-time and when it suits them.

We’ve also been trialling acceptance of verbal downgrades over the phone, providing advisers more choice in how they do business with TAL and reducing turn-around times.

What are you most excited about the future?

Working closely with advisers on the pilot means we are having transparent conversations and listening to feedback about our processes and opportunities for improvement, and we’re excited to roll-out to all advisers next year.

In 2025, we’re focusing on what will make the biggest impact for advisers and their clients every day, including initiatives that enable digital transactions, self-service capabilities and making changes to policies in real-time.

Stay tuned for updates on the TAL Adviser Centre.

For everything else, your local Business Development Manager is here to help.