"We’re determined to work with all our new intermediary partners to deal with any teething problems, involving registering, using the system and placing business"
Adjustments include an extra ‘check’ to the residency question, due to it following a lot of medical questions with most requiring a ‘no’, and Guardian getting some ‘nos’ when the correct answer was in fact ‘yes’.
Guardian also received feedback that advisers needed to print off a copy of the client’s answers for compliance purposes, and has now built this into its technology.
Guardian says it will keep consulting with all its new intermediary partners to adapt and finesse its service offer as it goes live with the broader intermediary market.
It also promises to offer a quick response to any teething problems advisers and brokers may identify.
Guardian's distribution director, Andy Peters, said: “We’ve had great feedback about our offer and our new business journey from our pilot firms. They also told us what wasn’t working, so that we could adjust things, before the full launch. In two instances, we changed things in a small but not insignificant way. It means our offer is now better because of their input and we would like to thank them for helping us make these improvements. Not only did advisers tell us what they liked - they also spotted a couple of wrinkles we had missed in our testing and we’ve now ironed those out.
“We promise to continue to listen to all our intermediary partners and welcome feedback and criticisms from intermediaries as we launch to the broader market.”
Guardian operations director, Duncan Mosely, added: “We’re determined to work with all our new intermediary partners to deal with any teething problems, involving registering, using the system and placing business, as swiftly as possible. We’ve focused on making sure we are prepared for our launch but we’re expecting to get requests we may not have thought of. We’re new in the market and people will want to test us with difficult cases. Our teams are willing and able to deal with whatever advisers send our way. Our service model is integrated with our technology to give advisers and their clients the information they need to get the best from our services. If you have any problems or questions, give us a call.”
