Over 300 advisers have given Macquarie’s FutureWise platform the thumbs up when it comes to user and underwriting support, communications and application process ease, a new survey shows.

The research, which was conducted by Information Research Management, collated responses from 316 advisers and support staff who use Macquarie Life products. Results show 45 per cent of users ranked Macquarie Life nine out of 10 or a full score for its telephone and email support services.

In addition, 40 per cent of respondents provided a nine out of 10, or 10 out of 10, for the underwriting support offered. Approximately 41 per cent ranked the platform similarly for the speed of its application process.

Head of Macquarie Life, Justin Delaney, said that the survey was conducted to gauge honest user feedback collecting feedback and driver further development to the products.
 
“In the areas we placed the most importance during the development process, such as support, underwriting and the application process, advisers are highly satisfied with the experience,” said Delaney.

Meanwhile Macquarie Life’s underwriting services also ranked well, with 39 per cent of respondents provided a rating of nine out of 10, or 10 out of 10, for ease of filling in the application. Another 40 per cent provided the same rating for Macquarie Life keeping advisers informed of the application’s progress throughout the process.

For the training and support services, 40 per cent rated the FutureWise support team as nine or 10 out of 10 on its in-depth knowledge of the product, and a further 40 per cent provided a high rating for the team’s ability to respond quickly to requests.

“We know already that advisers want the process of applying for insurance on behalf of a client to be quick and easy, meaning less time investment from both them and the client,” said Delaney.

Delaney said the survey results indicated Macquarie Life was on the right track in its services and support.

Financial Standard - June 24, 2008