Gap between insurance training and client needs

A striking disconnect exists between what we as advisers think clients value and what clients actually care about. This UK data mirrors the challenges we face in Australian advice: The biggest perception gaps: While advisers rank "peace of mind" as their top value driver (~70%), only about 20% of clients prioritise this We think we're valued for understanding unique needs, but clients rate this significantly lower Advisers significantly overestimate the importance of technical explanations and financial concept communication What Clients Actually Value: Having a good reputation Demonstrating ability to save money Clear fee structures Return maximisation This data suggests we need to realign our service propositions. While we focus heavily on the emotional and relationship aspects, clients appear more focused on tangible outcomes and practical deliverables. Of course, this can be explained by: Professional bias—overvaluing technical and emotional aspects because advisors are immersed in this daily. Client experience gap—clients can't see behind the veil only the tangible, suggesting explaining this is critical. Professional identity challenge: advisors see themselves as counsellors, but clients see technical service providers Other industries face these challenges: healthcare, legal, and software development. These industries deal with these challenges in this way: Implement measurable outcome tracking Create tangible value scorecards Develop hybrid pricing models Regular value demonstration touchpoints Digital tools for progress visualisation The common thread across successful solutions is creating systematic ways to demonstrate value in terms clients naturally understand and appreciate. The solution appears to lie in better alignment of three key elements: Value Communication The profession needs to bridge better the gap between: Technical excellence (which clients expect but don't emotionally value) Relationship quality (which advisers overvalue) Tangible outcomes (which clients actively seek) Service Model Evolution Serving two masters: A relationship-based service wrapper A transaction-based delivery system We should evolve towards an integrated professional service model where: A technical competency foundation Measurable & transparent outcomes Relationships enhance rather than define the value proposition Professional Identity The future lies not in abandoning relationship skills or doubling down on technical aspects alone, but in creating a new professional paradigm where: Value is demonstrated through measurable client outcomes Technical excellence is assumed rather than celebrated Relationship skills facilitate rather than substitute for professional value In essence, the profession needs to mature beyond the false dichotomy of technical vs. relationship-based service to create a new model where both elements serve to deliver and demonstrate clear client value. #financialadvice #financialadvisors #superannuation

I have built insurance call centres for 15+ yrs. Then why at @BeshakIN we didn't build a call centre. Short answer: I realized that call centres are not customer centric 👇🏻 First, what is a Call Centre? A call centre is an assembly line of "callers" employed and trained to answer customer calls in a centre. There is a fixed process, fixed scripts after 2 weeks of training, There is a big divide in what a customer wants, and what a call centre delivers when it comes to a product like health insurance. Health Insurance = Complex x Intangible x Expensive For, such complex products, customers want to consult experts. At call centres, they speak to freshers with 2 weeks of training. No qualifications, no experience. Customers want to buy long term products from long term people Call centre people are short term - they are not career professionals. Usually, a call centre job is either a desperate move or a stop gap. Customers want to buy from someone who can handhold them through the critical purchase process. Call centres agents tend to be more focused on policy issuance, than on buying right for claims. Customers want to buy from someone who will be accountable for claims - will be there, will fight for the customer and more. Call centre agents who sell - do not support claims. Of course, there is a toll-free number - but we know how frustrating those can be - don't we? We noticed this gap. Instead of being another call centre, we decided to plug it. We worked hard to building a community of experienced insurance professionals. These experts solve each of the needs of today's diligent customer: 1. Real expertise (5+ years) 2. Relevant qualification (CA/CFP, CFA etc.) 2. Career professionals (Full time - long term) 3. Claims first approach.

𝗪𝗵𝘆 𝗚𝗲𝗻 𝗭 𝗦𝘁𝗿𝘂𝗴𝗴𝗹𝗲𝘀 𝗶𝗻 𝗜𝗻𝘀𝘂𝗿𝗮𝗻𝗰𝗲 𝗦𝗮𝗹𝗲𝘀—𝗔𝗻𝗱 𝗪𝗵𝘆 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗡𝗲𝗲𝗱𝘀 𝗮 𝗥𝗲𝗮𝗹𝗶𝘁𝘆 𝗖𝗵𝗲𝗰𝗸 The insurance industry loves to say it’s “investing in young talent,” yet 80% of new advisors quit in Year 1. And let’s be blunt—it’s not Gen Z’s fault. It’s a training problem. 𝙒𝙝𝙮 𝙂𝙚𝙣 𝙕 𝙎𝙩𝙧𝙪𝙜𝙜𝙡𝙚𝙨 𝙞𝙣 𝙄𝙣𝙨𝙪𝙧𝙖𝙣𝙘𝙚 𝙎𝙖𝙡𝙚𝙨 (𝘼𝙣𝙙 𝙃𝙤𝙬 𝙏𝙧𝙖𝙞𝙣𝙞𝙣𝙜 𝙁𝙖𝙞𝙡𝙨 𝙏𝙝𝙚𝙢) 1️⃣ Too Much Product, Not Enough Selling → Weeks of policy training but freeze in real client meetings. 2️⃣ Weak Active Listening → Focus on their pitch, not on what the client is actually saying. 3️⃣ Struggles with Rejection → Expect clear career paths but quit when sales are unpredictable. 4️⃣ Poor Negotiation & Objection Handling → Clients say, “I need to think about it,” and Gen Z backs off. 5️⃣ Lack of Business & Financial Literacy → They know the product, but can’t sell it as a solution. Without fixing these gaps, Gen Z advisors lose confidence, underperform, and leave. 𝙏𝙝𝙚 𝙁𝙞𝙭: 𝙏𝙧𝙖𝙞𝙣 𝙇𝙞𝙠𝙚 𝙄𝙩’𝙨 2025, 𝙉𝙤𝙩 1995 🚫 The old model? 📚 Front-load training with knowledge → Throw them into sales → Hope for the best. ✅ The new model? 🔹 AI-Powered Sales Coaching → AI listens to calls and flags tone, interruptions, and missed buying signals. 🔹 Sell While Learning → Advisors get live feedback while they work. 🔹 Smarter Role-Plays → AI-driven simulations adapt to responses, forcing advisors to think, not recite scripts. 🔹 Personalized Development → AI tracks sales performance and assigns training based on real weaknesses. 💡 Example: AI detects an advisor interrupts too much and assigns training based on real weaknesses. 📊 Companies using AI-driven coaching see a 25% increase in retention and sales. 𝙏𝙝𝙚 𝙉𝙚𝙬 𝙈𝙤𝙙𝙚𝙡: 𝙇𝙚𝙖𝙧𝙣 𝙖𝙨 𝙔𝙤𝙪 𝙀𝙖𝙧𝙣 🚫 Old Model: Train for weeks → Sell → Fail → Quit. ✅ New Model: Train → Sell → Get AI Coaching → Improve → Sell Better. How it works: 🔹 AI supervises live sales calls and flags skill gaps. 🔹 Advisors get instant feedback after every interaction. 🔹 Trainers and managers coach based on real sales data, not gut instinct. 🔹 Training never stops—it evolves as advisors grow. 🚫 No more “train first, sell later.” ✅ Gen Z learns as they earn—getting better while making money. 𝙏𝙝𝙚 𝘽𝙤𝙩𝙩𝙤𝙢 𝙇𝙞𝙣𝙚 🚫 Gen Z isn’t struggling because they are lazy—they’re struggling because they’re being trained for a sales process that no longer exists. 🚫 Too many trainers have never actually sold. If you haven’t worked the field, shadow top advisors, listen to real client calls before coaching others. 🚫 Sales managers must evolve. The best leaders update their skills as much as their teams do. ✅ AI-driven, real-time coaching is the game-changer. The future of training isn’t just about learning the product—it’s about learning how to sell it while selling. What do you think?

We spent 6 months studying why good insurance advice feels so rare. When we were building the insurance advisory pillar at Turtle, we knew something was broken. It’s not just for no reason that a product that should be considered a necessity has now become spam on our Truecaller. So we sat with insurance advisors and policy buyers to understand what actually goes on while selling/purchasing an insurance policy. And after a dozen conversations, some very painfully obvious insights came out: Most advisors are trained to sell outcomes, not analyse needs. The "₹1 crore coverage" pitch skips the actual calculation of what you need based on your income and lifestyle. (Yes, just like financial planning, there's math involved.) Most of us don't speak insurance jargon: deductibles, co-payments, restoration benefits, capping, etc. So, when someone assures to handle it all, it feels like relief. Until your claim gets rejected for reasons you didn’t know existed. The advice feels free, but someone's paying for it. The last thing you need is someone banking on your lack of clarity. The real problem isn't commissions - it's misselling. Not every insurance agent is misaligned, but it's hard to find one who isn't. So we designed a system where agents' incentives are always aligned with the clients’ outcomes. Not the other way round. At Turtle, we have solved this with complete transparency - no obligation to buy from us, no spam calls, no backdoor commissions. Most clients already have insurance policies, so we focus on reviewing what they own, spotting coverage gaps, and flagging clauses that could hurt them during claims. Because good insurance advice isn't about buying more policies. It's about protecting you and your loved ones' future, no matter what. #FinancialPlanningZaruriHai #insurance #commission #healthinsurance #termsinsurance #lifeinsurance #misselling PS - every insurance purchase has a story that finds its audience like this gathering :)