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THE ADVICE CHALLENGEUNDERSTANDING WHAT CLIENTS VALUE

The advice challenge aims to investigate what consumers want from theiradvisers, and how advisers and insurers might deliver more value to their clients.By understanding who your clients are, you can leverage their unique needs tobenefit your business and deliver more value to your clients.

“Clients don’t want a ‘one size fits all’ approach”

“Don’t deliver service that’s not valued”

“Don’t miss opportunities to delight your client”

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WHAT CUSTOMERS VALUE

Source: The advice challenge: Understanding what clients value, AIA Australia and Beddoes Institute, July 2015

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QUICK TIPS TO DELIVER VALUE

Value Seekers • Never assume that a prospect understands the value that the adviser will bring to the insurance relationship.

• Demonstrate to your clients what you have done and are continuing to do to ‘earn their money’ rather than simply taking a ‘set and forget’ approach.

• Deliver relevant, timely and easy to understand communications on an ongoing basis to keep them informed of their insurance plan and changes that are relevant to them.

Personalised Advice Seekers

• Clearly demonstrate that your recommendations and advice is customised to your clients’ needs.

• Communicate that tailored advice is core to your service and incorporate these messages into your marketing and communication material.

Purists • Demonstrate to your clients that you are behaving ethically and how your advice is unbiased and independent.

• Regularly reassure your clients that you will be there to manage a claim should the need arise.

• Clearly convey the message that tailored, ethical and independent advice is core to your service and incorporate these messages into your marketing and communication material.

Source: The advice challenge: Understanding what clients value, AIA Australia and Beddoes Institute, July 2015

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AIA AUSTRALIA DELIVERING VALUE TO YOU AND YOUR CLIENTS

As one of the largest independent life insurers in Australia, we have a long history of offering retail insurance products through financial advisers. We understand that you play a critical role in giving millions of Australians access to adequate and appropriate levels of life insurance, which means supporting them and helping you deliver value to your clients.That’s why we introduced AIA Vitality, as part of our continuous commitment to help encourage your clients to lead healthy and fuller lives with their families.By highlighting the importance of preventative health and wellness and finding new ways to encourage Australians to stay healthy, we believe we can help you grow your business and ensure more Australians are covered with life insurance.In an environment where consumer perceptions about the nature of advice are changing rapidly, it’s important we work together to add real value to the client experience. For more information visit adviser.aiavitality.com.au to view the white paper.

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DISCLAIMERConfidential - Not for reproduction or distribution without the consent of AIA Australia.

The content is current as at the date set out on the cover page of this presentation and may be subject to change. This presentation provides general information only, without taking into account the objectives, financial situation, needs or personal circumstances of any individual.  This presentation may contain projections concerning financial information and statements concerning future economic performance and events, plans and objectives relating to management, operations, products and services, and assumptions underlying these projections and statements. It is possible that actual results and financial conditions may differ, possibly materially, from the anticipated results and financial condition indicated in these projections and statements.