The system is interlinked with MorganAsh’s resourcing system, so that the appropriate resources are available to meet the consumer demands. IFAs can book their tele-interview appointments, within half-hour slots, and immediately. Existing systems are commonly not integrated with the available resources and are hence limited to offering morning, afternoon or evening slots and only a day in advance.

“Speed and consumer service are paramount, our telephone mortgage team have been using the system since the start of the year – and are delighted. They can book the time of the appointment while on the phone with the consumer, thus speeding up the process,” commented Noel Freely, chief underwriter at the Co-operative.

“It is important to offer customers choice, and the ability to choose convenient and precise appointment times. It is unfair on consumers to have to wait around expecting a call ‘in the afternoon’,” commented Andrew Parker, head of operations at LifeSearch.

“We listened to the requirements of advisers and built our systems to provide a service that is flexible, and provides a superior consumer experience, and we manage our resources to meet the consumer demands. This is in stark contrast to others who build systems around minimising costs and fixed resources that cannot flex to meet these consumer behaviours,” commented Andrew Gething, managing director of MorganAsh.

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Our clients say:

Consumer Duty holds many challenges for providers and intermediaries; however, it also offers opportunities to reinforce the importance of insurance and the benefits to the consumer. Monitoring the changes in an individual’s circumstances is key in achieving the best outcome and maximising those opportunities.

Mike Perry, former CEO, PG Mutual