Everyone would take out protection if they could hear calls with customers.
This is according to independent consultant, Phil Deacon (pictured right), who took part in a panel session at Health & Protection’s Protection Forum at Ham Yard Hotel in London last week.
Deacon told delegates he had worked from the bottom up so had great exposure to protection claims calls over his 30 years in the industry.
“If people could hear those calls, the one things that every customer says about claims is when they first come on the phone is that I never thought I would claim on this, I almost didn’t buy it,” Deacon said.
“The conversations are quite often like that and if people could hear those conversations, everyone would have protection across the country.”
He added that he is a great advocate for ensuring claims experience and case studies form an important part of marketing efforts.
“I’m quite shameless about playing on emotion because you have to put the emotion into it,” he continued.
“But it’s quite humbling, and it’s a really powerful tool for people to see the value of protection.”