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Cigna’s Gail Costa reflects on 2020 events and responses, and more daily news

Cigna NZ CEO Gail Costa shared her views on the importance of being prepared for change and adapting to unexpected change. In her opinion piece, Costa mentions how proud she is of the resilience shown by advisers throughout the lockdown periods last year. Costa highlighted the common shift out of comfort zones for many advisers as well as the increased used of digital tools such as online applications and digital calls. Costa noted the continued use of Cigna’s digital application platform. Costa also noted that the pandemic pushed people to realise the importance of being protected, with advisers working to help people understand what covers they had in place and what protection they could get. 

“Last year has tested the resilience of us all. Despite its challenges we’ve worked together and continued to support our customers from our make-shift offices. On top of that we’ve home schooled, looked out for our loved ones and managed stresses, whether that be in our work or personal lives.

 

I’m proud of the resilience shown by the adviser community who quickly adopted to new ways of working to ensure our collective customers would be taken care of as they too grappled with the uncertainty of the pandemic. For many advisers, last year saw them step out of their comfort zones and embrace new ways of doing business.

 

From May to June we saw digital applications more than double and usage levels have remained consistent ever since. What also became apparent was that some advisers are now either completely using video calls in lieu of face-to-face appointments or they have at least become a major part of their sales process. This is great to see as keeping on top of changing technology will enable us to continue to meet the changing needs of New Zealanders.

 

The uncertainty of the pandemic saw increased awareness among New Zealanders about the importance of being protected. As people became increasingly concerned about potential impacts of the pandemic on their work and family lives, the critical role of advisers to help people understand what they were covered for and the options available to them was made clear. Countless service hours were put in by advisers during this time to ensure that their customers continued to be well protected and their new customers were getting the right cover to meet their needs.”

Costa concluded by saying that the engagement Cigna had with advisers has provided insights that will help further improve products. The change in core product pricing and the simplification of policy wordings are examples of the changes being made. 

“Our engagement with advisers throughout the year provided invaluable insight into where we can make enhancements to our products. As a result we’ve rolled out a number of changes including more sustainable pricing on our core products, enhancing our definitions to and we’ve started introducing plain English policy wording. It has been great to hear how this has been received and gives us confidence that we’re moving in the right direction.

As we look ahead to 2021, one premise underpins all of our plans, we’ll continue looking for new opportunities to ensure our product and service offering remains sustainable to protect the long-term needs of New Zealanders.” Click here to read more

In other news

Asteron Life: in the coming weeks Asteron Life is set to inform advisers about:

  • Consultation on the proposed new distribution agreements
  • Asteron Life product accreditation requirements
  • Confirmation of FAP licensing arrangements
  • Information to support in adviser complaints management processes

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