In a package of announcements, including senior team role changes, probably the most significant is that Southern Cross has announced that their entire product set is now available to advisers to offer to their clients.
Southern Cross has confirmed that there are now 884,000 people insured with Southern Cross. The use of CareHQ to release new products during the past few months were also noted. The enhancements of the Cancer Cover Plus product has also been highlighted. New group business is now the same price regardless of the channel used. A new National Sales Manager role has been created to support BDMs and Premium Partner network. Southern Cross has also noted that there is now a closer engagement between Premium Partners and the Southern Cross Executive Team. Southern Cross has announced a number of appointments, Margaret Smith has been appointed as Head of Business Engagement. Ryan Koppens has been appointed as Head of Sales Experience. Janet Osborne will continue to lead the BDM team with a focus on the Premium Partner programme.
“It has been quite some time since our last communication, Christmas and a fantastic summer have come and almost gone and we have seen much change in the last few months with more COVID-19 lockdowns in Auckland, good news in the form of the vaccine rollout and trans-Tasman travel bubble, and significant regulatory change with the introduction of the Financial Services Legislation Amendment Act.
Through this period Southern Cross has continued to grow well ahead of expectations, and we now have 884k members who choose to insure their health with us. We’ve also delivered new products to market with our CareHQ virtual GP service, and our enhanced cancer care module Cancer Cover Plus.
Our support teams, front line call centre and BDM teams have all been working hard to meet your expectations as like you, we respond to a constantly changing environment. We have delivered significant change over the last few years to bring our adviser and direct channels closer together, including the following:
· Our entire product set is now available for sale by our advisers
· New group business opportunities are priced the same in the market regardless of channel
· Creation of a National Sales Manager role for advisers to support the BDM team and our Premium Partner network
· Closer engagement for our Premium Partners with the Southern Cross Executive Team
It’s vital that we deliver great customer experiences regardless of the customer’s choice of channel. So more than ever, a strong network of advisers is a priority for Southern Cross.
To that end, we are now taking further steps to support our adviser channel, and I’m excited to announce the following:
Margaret Smith has been appointed to a new role of Head of Business Engagement - many of you will remember Margaret from her time running the adviser channel. Margaret’s remit is to strengthen our growth and align our teams in the adviser and corporate markets right across the country. Her team now incorporates all of our B2B account managers across the country.
Janet Osborne will continue to lead our BDM team, with prime responsibility for the Premium Partner programme, reporting to Margaret Smith and supported by Jamie Mellow as BDM Key Account Manager (Janet’s 2IC). We will also hire a new BDM executive to alleviate pressure on our BDMs and enable them to be more responsive to you - our Premium Partners.
Ryan Koppens has been appointed to a new role of Head of Sales Experience. He will be picking up all of our operational and support teams that service our adviser channel and our direct sales teams. He will also have responsibility for our customer-facing sales teams (phone-based and in-person) across Aotearoa. Ryan’s remit is to ensure that the sales experience for our customers is always optimal, regardless of channel.
Our goal with these changes is to support you with more dedicated and better aligned teams across Southern Cross, as well as a revitalised support structure to enable faster responses to advisers and their customers.
You can have absolute confidence that Ryan, Margaret and Janet will work together to support a unified approach to growth and a commitment to outstanding customer experiences and support.”
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