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Just Retirement tops Sesame list

Just Retirement has retained top spot in Sesame’s Provider Service Index for the third time in a row while Scottish Provident came bottom and Axa second bottom.

Legal & General came second moving up one place while Standard Life moved up two spots to come third.

Skandia dropped from second to fourth and Norwich Union moved into fifth position from eighth.

The index, last conducted in October 2007, assesses providers’ handling of telephone calls, ability to process and track new business, online systems and support and communications.

Sesame says overall index scores were up, with most firms improving their scores.

Satisfaction with the provider sector as a whole remained stable, with 36 per cent of advisers scoring overall service as good or excell- ent compared with 37 per cent last year.

Twenty per cent of advisers scored service as unaccep- table or totally unacceptable and 44 per cent scored serv- ice standards as neither good nor bad.

Advisers said the two areas providers can make the most difference to their business are handling phone calls and processing new business.

Sesame sales and marketing director Stephen Young says the research demonstrates that progress is being made by providers to improve their service standards.

But he adds: “We need to be aware of changing trends such as industry consolidation which could potentially damage service levels for advisers and their clients in the future. Provider service remains one of the key challenges for advisers on a day-to-day basis, which is why it is in our profession’s interests to ensure it remains high on the agenda.”

sesame service provider index

Wave Previous Change Provider Index Previous

4 rank score 1 1 – Just Retirement 3.6 3.12 3 1 Legal & General 2.4 2.03 5 2 Standard Life 2.3 1.74 2 -2 Skandia 1.8 2.35 8 3 Norwich Union 1.5 1.26 4 – 2 Friends Provident 1.4 2.07 10 3 Bright Grey 1.1 0.78 11 3 Royal Liver (Progress) 0.9 0.49 9 – Scottish Widows 0.9 0.810 12 2 Scottish Life 0.8 0.311 6 -5 The Hartford 0.7 1.512 7 -5 Zurich 0.4 1.413 13 – Aegon Scottish Equitable 0.4 0.214 16 2 LV = 0.3 -0.415 14 -1 Clerical Medical 0.2 0.016 15 -1 Bupa – 0.2 -0.317 20 3 Canada Life – 0.3 -2.118 18 – Winterthur – 0.7 -1.219 17 -2 Prudential – 1.4 -0.920 21 1 Axa – 1.5 -2.221 19 -2 Scottish Provident – 1.5 -1.6


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