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Protection Induction Course eWorkbook
Version 2.3 April 2018
Name
Course Trainer
Week Commencing
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Induction Course Agenda Day 1 – Start 10 am Day 2 – Start 9am Day 3 – Start 9am
Session 1 – Course introduction • Housekeeping• Course Aims and Objectives• Course Agenda / Introductions
Session 2 – The Intrinsic Story-
Session 3 – Customer outcomes and Right First Time
Session 4 - Your role • Role of a Protection Adviser
Session 5 - State of the protection nation and theProtection opportunity • Understanding the protection market• Protection product solutions
Session 6 - Prospecting• Who will you be contacting?
Session 7 - Intrinsic extranet• Key areas applicable to Protection
Session 8 – Protection Advice process• Materials and Systems that support the protection
advice process• Protection Advice Process
Session 9 – Introduction and Setting the Scene• Appointment confirmation• Initial appointment
Session 10 – Verifying the identity of your client• Intrinsic identification process• Financial crime
Session 11 - Introduction and setting the scene – 1st
Meeting • Disclosure
Session 12 - Establishing Needs • Know your Customer
Session 13 and 14 - Priorities and Options • Shortfall analysis• The Intrinsic protection proposition
Session 15 – Introduction to Intrinsic systems • Intrinsic systems and how they interact
Session 16 – XPM Part 1 – Adding a Client and adding client details
Session 17 – XPM Part 2 – Adding a case and sourcing a product
Session 18 - Protection provider presentation #1
Session 19 - Recommendations and next steps • Features and Benefits• Presentation the solution• Intrinsic Protection Service
Session 20 – XPM Part 3 – Submitting a Case
Session 21 – LifeQuote protection service • Application service offered by LifeQuote
Session 22 - Protection provider presentation #2
Session 23 – XPM – Part 4 – XPM Case study – delegate exercise
Session 24 – Designing Protection Solutions
Session 25 - Trusts
Session 26 - Route to Competent Adviser
Session 27 – Course Summary • Key learning points• What happens next?• Development plans• Feedback
Session 28 – XPM – Part 5 – XPM Case study – delegate exercise
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Interactive Index for this eWorkbook
Induction Course Agenda ..................................................................................... 2
Interactive Index for this eWorkbook ................................................................. 3
Intrinsic Advice Process – Gap Analysis Assessment .................................... 4
PDP - Initial meeting discussion points ............................................................... 5
Session 2 – The Intrinsic Story ................................................................................ 6
Session 3 – Client Outcomes and Right First Time ........................................... 7
Session 4 – Your Role ............................................................................................... 8
Session 5 – State of the Protection Nation ......................................................... 9
Session 6 – Prospecting......................................................................................... 10
Session 7 – The Intrinsic Extranet ........................................................................ 11
Session 8 – Protection Advice Process ............................................................. 12
Session 9 – Introduction and Setting the Scene ............................................. 13
Session 10 – Verifying the identify of your client ........................................... 14
Session 11 – Introduction and Setting the Scene – The 1st meeting ........ 15
Session 12 – Establishing Client Needs ............................................................. 16
Session 13 – Priorities and Options ..................................................................... 17
Session 14 – Priorities and Options – The Intrinsic Panel .............................. 18
Session 15 – Introduction to Intrinsic systems ................................................. 19
Session 16 – XPM Part 1 – Adding a client and adding client details...... 20
Session 17 – XPM part 2 – Adding a case and sourcing a product ......... 21
Session 18 – Protection Provider Presentation #1 .......................................... 22
Session 19 – Recommendation and Next Steps ............................................ 23
Session 20 – XPM Part 3 – Submitting a Case ................................................. 24
Session 21 - LifeQuote Protection Service ....................................................... 25
Session 22 – Protection Provider Presentation #2 .......................................... 26
Session 23 – XPM Part 4 – Inputting a protection case into XPM .............. 27
Session 24 – Designing Protection Solutions ................................................... 28
Session 25 – Trusts ................................................................................................... 29
Session 26 – Route to Competent Adviser ...................................................... 30
Session 27 – Course Summary ............................................................................ 31
PDP Initial meeting discussion points ............................................................... 32
APPENDIX ................................................................................................................. 33
Links to useful documents ................................................................................... 33
Links to useful documents (continued) ............................................................ 34
Links to useful websites & links ........................................................................... 35
Video Support – Pre, On and Post Course....................................................... 36
Video Support – Introduction to Protection Marketplace .......................... 37
Protection Provider Product Literature ............................................................. 38
eHandouts – Course Handouts in electronic form ........................................ 39
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Intrinsic Advice Process – Gap Analysis Assessment
• On day 3, there will be a gap fill assessment which will be series of multi choice questions designed to determine any gaps inyour knowledge. The test will cover topics covered on this course but also some areas of the Intrinsic Advice process whichyou will need to research.
• Use the link buttons below which will take you to the various areas of the extranet you need to study. These pages will giveyou the reading materials upon which the assessment will be based.
Protection Processes (Extranet)
• Choose INDIVIDUAL, PROTECTION(first 2 dropdown boxes)
• Select - ‘3. Priorities & Options’ thenselect ‘Design a Solution’
Under the ‘Design a Solution’ heading, read the following areas: Read the following areas: • Read the popup window
• Benefits & options• Building and Contents• Critical Illness• CI Comparison Sites• Global Treatment• Income on Death• Life of Another• Off Panel
• PMI• Repay Debts on Death• Replacements• Replacing lost income• Trusts for use with Protection Policies• Whole of Life
• Protection Providers• Additional Benefits• General Insurance
Complete your GAP Analysis Test
Login to the Learning Academy
Protection Advice Process (Designing a Solution) The Intrinsic Proposition Presenting Guidance
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PDP - Initial meeting discussion points
Which areas do you feel you need initial support/help with?
Document areas you would like to develop further/would like more information on e.g. academies, licences, markets
Details of business plan:
Activity following induction – lead source/activity/numbers
Initial clients to contact
First expected advice/sales
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Session 2 – The Intrinsic Story
Handouts & Hyperlinks
The Intrinsic Story Slides
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Session 3 – Client Outcomes and Right First Time
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Session 4 – Your Role
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Session 5 – State of the Protection Nation
Handouts & Hyperlinks
Risk Reality Calcultor & Client Risk Analysis
Report
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Session 6 – Prospecting
Handouts & Hyperlinks
Personal Development Plan
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Session 7 – The Intrinsic Extranet
Login to the Intrinsic Extranet
Find the TERMS OF BUSINESS for RESTRICTED PROTECTION ONLY business
Find the AUTHORITY TO PROCEED for Protection business – Intrinsic version
- Download a copy and Save this inyour CLIENTS folder
- Download a copy and Save this in yourCLIENTS folder
Find the PROTECTION CHECKLIST in the Protection Toolkit
What are the rules with regards to the ATP? (Authority to Proceed) – see Protection Checklist
- Download a copy and Save this inyour CLIENTS folder
Find the PROTECTION ADVICE PROCESS – (SALES PROCESS) (Protection Toolkit) Find the INTRINSIC ADVICE STANDARDS –
PROTECTION (Protection Toolkits)
- What is the time period for uploadingdocumentation to XPLAN?
- What are the standards with regards to the TERM ofany recommended solutions?
- What are the 3 application routes for Protection Applications?
- What are the standards with regards to REPLACEMENTBUSINESS?
- When do ID Documents need to be DATED?- What are the standards with regards to WRITING A
WILL?
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Session 8 – Protection Advice Process
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Session 9 – Introduction and Setting the Scene
Handouts & Hyperlinks
Giving Advice Disclosure Guidance
Sample email appointmentTemplate
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Session 10 – Verifying the identify of your client
Handouts & Hyperlinks
Anti Money Laundering Requirements - Customer Due Diligence Requirements
(Extranet)
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Session 11 – Introduction and Setting the Scene – The 1st meeting
Handouts & Hyperlinks
Sample 1st Meeting Agenda
(Handouts Section)
nks
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Session 12 – Establishing Client Needs
Handouts & Hyperlinks
Protecting your Home & your Lifestyle
(Protection Fact Find)
Day to Day Expenditure exercise
(Handouts)
Brian & Maggie Working Case Study
Authority to Proceed
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Session 13 – Priorities and Options
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Session 14 – Priorities and Options – The Intrinsic Panel
Handouts & Hyperlinks
Unique Selling Points of Protection Providers Exercise (Handouts)
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Session 15 – Introduction to Intrinsic systems
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Session 16 – XPM Part 1 – Adding a client and adding client details
Log into XPM Training
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Session 17 – XPM part 2 – Adding a case and sourcing a product
Log into XPM Training
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Session 18 – Protection Provider Presentation #1
We asked each provider to present a high level showcase of their product proposition, features & benefits.
This should include - Product Niches and Unique Selling Points, Underwriting strengths, Claims record, Added Value features and anything unique for Intrinsic Advisers.
Document below, the 3 main learning points you are going to take away from this presentation.
1
Protection Provider:
Presenter name:
2
3
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Session 19 – Recommendation and Next Steps
A R
C
C
T
T
I
C
Handouts & Hyperlinks S
Sample 2nd Meeting Agenda (Handouts)
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Session 20 – XPM Part 3 – Submitting a Case
Handouts & Hyperlinks
Log into Officeweb Training (Backup)
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Session 21 - LifeQuote Protection Service
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Session 22 – Protection Provider Presentation #2
We asked each provider to present a high level showcase of their product proposition, features & benefits.
This should include - Product Niches and Unique Selling Points, Underwriting strengths, Claims record, Added Value features and anything unique for Intrinsic Advisers.
Document below, the 3 main learning points you are going to take away from this presentation.
1
Protection Provider:
Presenter name:
2
3
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Session 23 – XPM Part 4 – Inputting a protection case into XPM
Log into XPM Training
Log into XPLAN Training
Log into Officeweb Training
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Session 24 – Designing Protection Solutions
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Session 25 – Trusts
Handouts & Hyperlinks
Brian’s completed Trust Form - AEGON Trust QUIZ
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Session 26 – Route to Competent Adviser
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Session 27 – Course Summary
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PDP Initial meeting discussion points
Which areas do you feel you need initial support/help with?
Document areas you would like to develop further/would like more information on e.g. academies, licences, markets
Details of business plan:Activity following induction – lead source/activity/numbers
Initial clients to contact
First expected advice/sales
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APPENDIX
Links to useful documents
Protecting your Home & your Lifestyle Fact Find
Client Protection Disclaimer (extranet)
Protection Advice Process (extranet)
Intrinsic Trust Flyer (extranet)
Accidental Death Benefit Guide
Intrinsic Client Trust Guide (extranet)
Intrinsic Guide for Trustees (extranet)
Intrinsic Exclusive Benefits (Marketing Hub)
Protection Checklist (extranet)
CI Expert – Sample Report (extranet)
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Links to useful documents (continued)
Intrinsic Health Support Line Client Guide
(extranet)
Intrinsic Health Support Line Adviser
Guide(extranet)
Protecting your Income (Intrinsic Extranet)
Critical Illness Comparison Chart (LifeQuote)
Detailed Product & Provider Comparison
Chart (LifeQuote)
XPLAN User Guide – Protection (Extranet)
XPLAN User Guide – Adding a manual Protection Quote
(Extranet)
XPLAN – Troubleshooting Guide Protection
(Extranet)
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Links to useful websites & links
Intrinsic Extranet Login Page Intrinsicfs.com Website ID3 Global – URU
Electronic ID Risk Reality Calcultor &
Client Risk Analysis Report LifeQuote
CI Expert Website – Intrinsic Page
Intrinsic Marketing Hub RedArc
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Video Support – Pre, On and Post Course
Part 1 – Disclosure Part 2 – Product Recommendation Claires Story Craigs Story
Lifestyle Protect iPad app (Video User Guide)
Manual Sales Process (Video User Guide)
How to build your Demands and Needs Letter
(Video User Guide)
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Video Support – Introduction to Protection Marketplace
These videos have been produced to give advisers, new to the protection marketplace, an understanding Protection in the UK. This starts with looking at the history of Protection and how products have evolved and adapted to the needs of clients today. Each of these modules has a short on screen test at the end of the module based on the content covered. Just enter your name and email address at the start of each video.
Module 1 – Introduction to the Marketplace & History of Protecton (18 minutes)
Module 2 – Life Assurance (13 minutes)
Module 3 – Critical Illness Cover (16 minutes)
Module 4 – Income Protection (16 minutes)
Module 5 – Trusts (17 minutes)
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Protection Provider Product Literature
Click on the link buttons below to go to the product literature areas of each providers website.
AEGON Royal London The Exeter
Vitality Aviva Old Mutual Wealth
Legal & General
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eHandouts – Course Handouts in electronic form
Intrinsic Extranet Exercise
This exercise is about navigating the Extranet, following the instructions given, to answer the questions. Click here to log in – INTRINSIC EXTRANET - Enter your username & password (provided by the trainer).
Task Where to find?
1
Save a copy of the latest Terms of Business to your Client folder on your desktop (not in Brian and Maggie’s or James & Vicky folders)
- Risk and Regulatory- Disclosure Documents- SCDD GI12- Save to Desktop
Tick here when complete
2 What type of clients are considered vulnerable?
- AQ Guidance and Technical- AQ Guidance and Processes- Protection Core Advice- Initial Contact- Vulnerable Client link at the top of
page
3 What is the phone number for the IT Service Desk?
- Adviser support- Technology
4 What have Intrinsic created to help you market your business?
- Events and Marketing- Marketing Your Business
5 Once the lifestyle protect app has been downloaded from iTunes app store - what is the password to log in?
- Adviser Support- Intrinsic app store- Lifestyle Protect App
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6 When suspicious of financial crime, what documentation needs to be included with the Suspicious Activity Report?
- Risk and Regulatory- Money Laundering- Making a Suspicious Activity Report
7 What month was the latest Protection checklist created
- AQ Guidance and Technical- AQ Guidance and Processes- Xplan and OfficeWeb Document
Checklist
8 What is the Week 1 Protection webinar?
- 4th tab along at the top –Protection
- Events Training- Protection Webinar
9 What 2 programs can you generate a Protection fact find in?
- Protection tab- Documents
10 Which of the Intrinsic protection panel specialises in declined cases?
- Panels and Product Support- Protection panel
KEY TASK
Note: make sure that you start to become familiar with AQ Guidance and Processes relating to Protection.
AQ Guidance and Technical AQ Guidance and Processes Protection – Core advice Protection – Sales Process
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Sample Email appointment template
Title: Thank you and follow up.
Dear xxxx,
Thank you for your enquiry and time {today / yesterday}.
I look forward to progressing matters with you next on {time, day and date}. That meeting typically lasts {length of time}.
Please see attached information that will save you time at the meeting, and reminders of what documentation to supply.
• Agenda for our next meeting: this is a suggestion, so feel free to edit as you see fit• Services and Costs Disclosure Document• Existing protection policy documents• Summary of work benefits, i.e. Death in Service, Sick Pay etc.• A budget planner: for you to complete, and supply to us• Map: to find our offices• Biography: a one page summary about me, my experience and qualifications
I look forward to helping you.
Yours sincerely {Insert name}
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Sample Protection Agenda – Meeting 1
ABC Protection Planning Ltd
Framework for our meeting on XX/XX/XXXX @ 11.00am Between Brian and Maggie & Adviser Name
What do you want to get from the meeting? • Expectations / Experience / Objectives
What do you know about our firm and myself? • Your protection and peace of mind• The type of advice we provide• The marketplace we review for you
How do we deliver solutions to you? • Our advice process
Understanding more about your needs • An initial assessment of your ‘wants and needs’• Understanding more about your current provisions and
circumstances• Your lifestyle expectations• Assessing your affordability
Which solutions suit you the best? • Agreeing protection needs and preferences
What we can expect from each other? • What we need to do next• Managing expectations about things that might not go to plan• Testimonials
Regulatory Footer Here
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Day to Day expenditure exercise
How much do you think you spend each month on items from cash, loose change, contactless card payments and chip & pin?
It all adds up and you might be surprised to find out just how much!
Complete the Day to Day expenses Calculator below to find out you spend each month
Number per week Average cost of item Cost per month
Cups of Coffee & Tea
Sandwiches & Lunch
Snacks, Crisps, Treats
Bottles of Wine
Bottles / Cans of Beer
Spirits
Cigarettes
Any other daily expenses
Total cost per month
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Unique Selling Points of Protection Providers
What is the feature? Which Providers? Which Products? What does it do?
1) Global Treatment
2) Helping hands
3) Age related Premiums
4) Back to Day 1 Cover
5) Smooth Move
6) Fracture Cover
7) Executive Income Protection
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What is the feature? Which Providers? Which Products? What does it do?
8) Best Doctors & BUPA Health line
9) Surgery Benefit
10) Free Cover
11) Signature Free Trusts
12) Rolling Term Cover
13) Relevant Life Cover
14) Simply Life
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Sample Protection Agenda – Meeting 2
ABC Protection Planning Ltd
Framework for our meeting on
XX/XX/XXXX @ 2.00pm until 3.00pm Between Brian and Maggie & Adviser Name
Reconfirming your objectives
• Of today’s meeting • Any changes since we spoke? – your objectives, budget,
circumstances Your solution
• Checking perceived wants versus needs • What we based our research on • Other options that we decided not included
Checking understanding Authority to proceed
• Completing the application documents • Clarifying costs • Cancellation rights
What we can expect from each other?
• Managing expectations about • things that might not go to plan • The style and frequency on our • ongoing service • Testimonials
Regulatory Footer Here
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Brian & Maggie Downloads (Family Income Benefit)
Brian & Maggie’s Family Income Benefit Application form - AEGON
Brian’s Electronic ID Maggie’s Electronic ID
Save these files in your DESKTOP/CLIENTS/BRIAN & MAGGIE folder
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James & Vicky Downloads (Mortgage Protection)
James & Vicky – Mortgage Protection Application form – L&G
Brian’s Electronic ID Maggie’s Electronic ID
Save these files in your DESKTOP/CLIENTS/JAMES & VICKY folder
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Brian Downloads (Income Protection) Brian - Income Protection
Application form - AVIVA
Save this file in your DESKTOP/CLIENTS/BRIAN & MAGGIE folder