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Protection Induction Course eWorkbook

Version 2.3 April 2018

Name

Course Trainer

Week Commencing

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Induction Course Agenda Day 1 – Start 10 am Day 2 – Start 9am Day 3 – Start 9am

Session 1 – Course introduction • Housekeeping• Course Aims and Objectives• Course Agenda / Introductions

Session 2 – The Intrinsic Story-

Session 3 – Customer outcomes and Right First Time

Session 4 - Your role • Role of a Protection Adviser

Session 5 - State of the protection nation and theProtection opportunity • Understanding the protection market• Protection product solutions

Session 6 - Prospecting• Who will you be contacting?

Session 7 - Intrinsic extranet• Key areas applicable to Protection

Session 8 – Protection Advice process• Materials and Systems that support the protection

advice process• Protection Advice Process

Session 9 – Introduction and Setting the Scene• Appointment confirmation• Initial appointment

Session 10 – Verifying the identity of your client• Intrinsic identification process• Financial crime

Session 11 - Introduction and setting the scene – 1st

Meeting • Disclosure

Session 12 - Establishing Needs • Know your Customer

Session 13 and 14 - Priorities and Options • Shortfall analysis• The Intrinsic protection proposition

Session 15 – Introduction to Intrinsic systems • Intrinsic systems and how they interact

Session 16 – XPM Part 1 – Adding a Client and adding client details

Session 17 – XPM Part 2 – Adding a case and sourcing a product

Session 18 - Protection provider presentation #1

Session 19 - Recommendations and next steps • Features and Benefits• Presentation the solution• Intrinsic Protection Service

Session 20 – XPM Part 3 – Submitting a Case

Session 21 – LifeQuote protection service • Application service offered by LifeQuote

Session 22 - Protection provider presentation #2

Session 23 – XPM – Part 4 – XPM Case study – delegate exercise

Session 24 – Designing Protection Solutions

Session 25 - Trusts

Session 26 - Route to Competent Adviser

Session 27 – Course Summary • Key learning points• What happens next?• Development plans• Feedback

Session 28 – XPM – Part 5 – XPM Case study – delegate exercise

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Interactive Index for this eWorkbook

Induction Course Agenda ..................................................................................... 2

Interactive Index for this eWorkbook ................................................................. 3

Intrinsic Advice Process – Gap Analysis Assessment .................................... 4

PDP - Initial meeting discussion points ............................................................... 5

Session 2 – The Intrinsic Story ................................................................................ 6

Session 3 – Client Outcomes and Right First Time ........................................... 7

Session 4 – Your Role ............................................................................................... 8

Session 5 – State of the Protection Nation ......................................................... 9

Session 6 – Prospecting......................................................................................... 10

Session 7 – The Intrinsic Extranet ........................................................................ 11

Session 8 – Protection Advice Process ............................................................. 12

Session 9 – Introduction and Setting the Scene ............................................. 13

Session 10 – Verifying the identify of your client ........................................... 14

Session 11 – Introduction and Setting the Scene – The 1st meeting ........ 15

Session 12 – Establishing Client Needs ............................................................. 16

Session 13 – Priorities and Options ..................................................................... 17

Session 14 – Priorities and Options – The Intrinsic Panel .............................. 18

Session 15 – Introduction to Intrinsic systems ................................................. 19

Session 16 – XPM Part 1 – Adding a client and adding client details...... 20

Session 17 – XPM part 2 – Adding a case and sourcing a product ......... 21

Session 18 – Protection Provider Presentation #1 .......................................... 22

Session 19 – Recommendation and Next Steps ............................................ 23

Session 20 – XPM Part 3 – Submitting a Case ................................................. 24

Session 21 - LifeQuote Protection Service ....................................................... 25

Session 22 – Protection Provider Presentation #2 .......................................... 26

Session 23 – XPM Part 4 – Inputting a protection case into XPM .............. 27

Session 24 – Designing Protection Solutions ................................................... 28

Session 25 – Trusts ................................................................................................... 29

Session 26 – Route to Competent Adviser ...................................................... 30

Session 27 – Course Summary ............................................................................ 31

PDP Initial meeting discussion points ............................................................... 32

APPENDIX ................................................................................................................. 33

Links to useful documents ................................................................................... 33

Links to useful documents (continued) ............................................................ 34

Links to useful websites & links ........................................................................... 35

Video Support – Pre, On and Post Course....................................................... 36

Video Support – Introduction to Protection Marketplace .......................... 37

Protection Provider Product Literature ............................................................. 38

eHandouts – Course Handouts in electronic form ........................................ 39

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Intrinsic Advice Process – Gap Analysis Assessment

• On day 3, there will be a gap fill assessment which will be series of multi choice questions designed to determine any gaps inyour knowledge. The test will cover topics covered on this course but also some areas of the Intrinsic Advice process whichyou will need to research.

• Use the link buttons below which will take you to the various areas of the extranet you need to study. These pages will giveyou the reading materials upon which the assessment will be based.

Protection Processes (Extranet)

• Choose INDIVIDUAL, PROTECTION(first 2 dropdown boxes)

• Select - ‘3. Priorities & Options’ thenselect ‘Design a Solution’

Under the ‘Design a Solution’ heading, read the following areas: Read the following areas: • Read the popup window

• Benefits & options• Building and Contents• Critical Illness• CI Comparison Sites• Global Treatment• Income on Death• Life of Another• Off Panel

• PMI• Repay Debts on Death• Replacements• Replacing lost income• Trusts for use with Protection Policies• Whole of Life

• Protection Providers• Additional Benefits• General Insurance

Complete your GAP Analysis Test

Login to the Learning Academy

Protection Advice Process (Designing a Solution) The Intrinsic Proposition Presenting Guidance

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PDP - Initial meeting discussion points

Which areas do you feel you need initial support/help with?

Document areas you would like to develop further/would like more information on e.g. academies, licences, markets

Details of business plan:

Activity following induction – lead source/activity/numbers

Initial clients to contact

First expected advice/sales

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Session 2 – The Intrinsic Story

Handouts & Hyperlinks

The Intrinsic Story Slides

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Session 3 – Client Outcomes and Right First Time

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Session 4 – Your Role

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Session 5 – State of the Protection Nation

Handouts & Hyperlinks

Risk Reality Calcultor & Client Risk Analysis

Report

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Session 6 – Prospecting

Handouts & Hyperlinks

Personal Development Plan

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Session 7 – The Intrinsic Extranet

Login to the Intrinsic Extranet

Find the TERMS OF BUSINESS for RESTRICTED PROTECTION ONLY business

Find the AUTHORITY TO PROCEED for Protection business – Intrinsic version

- Download a copy and Save this inyour CLIENTS folder

- Download a copy and Save this in yourCLIENTS folder

Find the PROTECTION CHECKLIST in the Protection Toolkit

What are the rules with regards to the ATP? (Authority to Proceed) – see Protection Checklist

- Download a copy and Save this inyour CLIENTS folder

Find the PROTECTION ADVICE PROCESS – (SALES PROCESS) (Protection Toolkit) Find the INTRINSIC ADVICE STANDARDS –

PROTECTION (Protection Toolkits)

- What is the time period for uploadingdocumentation to XPLAN?

- What are the standards with regards to the TERM ofany recommended solutions?

- What are the 3 application routes for Protection Applications?

- What are the standards with regards to REPLACEMENTBUSINESS?

- When do ID Documents need to be DATED?- What are the standards with regards to WRITING A

WILL?

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Session 8 – Protection Advice Process

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Session 9 – Introduction and Setting the Scene

Handouts & Hyperlinks

Giving Advice Disclosure Guidance

Sample email appointmentTemplate

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Session 10 – Verifying the identify of your client

Handouts & Hyperlinks

Anti Money Laundering Requirements - Customer Due Diligence Requirements

(Extranet)

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Session 11 – Introduction and Setting the Scene – The 1st meeting

Handouts & Hyperlinks

Sample 1st Meeting Agenda

(Handouts Section)

nks

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Session 12 – Establishing Client Needs

Handouts & Hyperlinks

Protecting your Home & your Lifestyle

(Protection Fact Find)

Day to Day Expenditure exercise

(Handouts)

Brian & Maggie Working Case Study

Authority to Proceed

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Session 13 – Priorities and Options

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Session 14 – Priorities and Options – The Intrinsic Panel

Handouts & Hyperlinks

Unique Selling Points of Protection Providers Exercise (Handouts)

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Session 15 – Introduction to Intrinsic systems

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Session 16 – XPM Part 1 – Adding a client and adding client details

Log into XPM Training

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Session 17 – XPM part 2 – Adding a case and sourcing a product

Log into XPM Training

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Session 18 – Protection Provider Presentation #1

We asked each provider to present a high level showcase of their product proposition, features & benefits.

This should include - Product Niches and Unique Selling Points, Underwriting strengths, Claims record, Added Value features and anything unique for Intrinsic Advisers.

Document below, the 3 main learning points you are going to take away from this presentation.

1

Protection Provider:

Presenter name:

2

3

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Session 19 – Recommendation and Next Steps

A R

C

C

T

T

I

C

Handouts & Hyperlinks S

Sample 2nd Meeting Agenda (Handouts)

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Session 20 – XPM Part 3 – Submitting a Case

Handouts & Hyperlinks

Log into Officeweb Training (Backup)

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Session 21 - LifeQuote Protection Service

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Session 22 – Protection Provider Presentation #2

We asked each provider to present a high level showcase of their product proposition, features & benefits.

This should include - Product Niches and Unique Selling Points, Underwriting strengths, Claims record, Added Value features and anything unique for Intrinsic Advisers.

Document below, the 3 main learning points you are going to take away from this presentation.

1

Protection Provider:

Presenter name:

2

3

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Session 23 – XPM Part 4 – Inputting a protection case into XPM

Log into XPM Training

Log into XPLAN Training

Log into Officeweb Training

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Session 24 – Designing Protection Solutions

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Session 25 – Trusts

Handouts & Hyperlinks

Brian’s completed Trust Form - AEGON Trust QUIZ

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Session 26 – Route to Competent Adviser

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Session 27 – Course Summary

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PDP Initial meeting discussion points

Which areas do you feel you need initial support/help with?

Document areas you would like to develop further/would like more information on e.g. academies, licences, markets

Details of business plan:Activity following induction – lead source/activity/numbers

Initial clients to contact

First expected advice/sales

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APPENDIX

Links to useful documents

Protecting your Home & your Lifestyle Fact Find

Client Protection Disclaimer (extranet)

Protection Advice Process (extranet)

Intrinsic Trust Flyer (extranet)

Accidental Death Benefit Guide

Intrinsic Client Trust Guide (extranet)

Intrinsic Guide for Trustees (extranet)

Intrinsic Exclusive Benefits (Marketing Hub)

Protection Checklist (extranet)

CI Expert – Sample Report (extranet)

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Links to useful documents (continued)

Intrinsic Health Support Line Client Guide

(extranet)

Intrinsic Health Support Line Adviser

Guide(extranet)

Protecting your Income (Intrinsic Extranet)

Critical Illness Comparison Chart (LifeQuote)

Detailed Product & Provider Comparison

Chart (LifeQuote)

XPLAN User Guide – Protection (Extranet)

XPLAN User Guide – Adding a manual Protection Quote

(Extranet)

XPLAN – Troubleshooting Guide Protection

(Extranet)

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Links to useful websites & links

Intrinsic Extranet Login Page Intrinsicfs.com Website ID3 Global – URU

Electronic ID Risk Reality Calcultor &

Client Risk Analysis Report LifeQuote

CI Expert Website – Intrinsic Page

Intrinsic Marketing Hub RedArc

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Video Support – Pre, On and Post Course

Part 1 – Disclosure Part 2 – Product Recommendation Claires Story Craigs Story

Lifestyle Protect iPad app (Video User Guide)

Manual Sales Process (Video User Guide)

How to build your Demands and Needs Letter

(Video User Guide)

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Video Support – Introduction to Protection Marketplace

These videos have been produced to give advisers, new to the protection marketplace, an understanding Protection in the UK. This starts with looking at the history of Protection and how products have evolved and adapted to the needs of clients today. Each of these modules has a short on screen test at the end of the module based on the content covered. Just enter your name and email address at the start of each video.

Module 1 – Introduction to the Marketplace & History of Protecton (18 minutes)

Module 2 – Life Assurance (13 minutes)

Module 3 – Critical Illness Cover (16 minutes)

Module 4 – Income Protection (16 minutes)

Module 5 – Trusts (17 minutes)

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Protection Provider Product Literature

Click on the link buttons below to go to the product literature areas of each providers website.

AEGON Royal London The Exeter

Vitality Aviva Old Mutual Wealth

Legal & General

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eHandouts – Course Handouts in electronic form

Intrinsic Extranet Exercise

This exercise is about navigating the Extranet, following the instructions given, to answer the questions. Click here to log in – INTRINSIC EXTRANET - Enter your username & password (provided by the trainer).

Task Where to find?

1

Save a copy of the latest Terms of Business to your Client folder on your desktop (not in Brian and Maggie’s or James & Vicky folders)

- Risk and Regulatory- Disclosure Documents- SCDD GI12- Save to Desktop

Tick here when complete

2 What type of clients are considered vulnerable?

- AQ Guidance and Technical- AQ Guidance and Processes- Protection Core Advice- Initial Contact- Vulnerable Client link at the top of

page

3 What is the phone number for the IT Service Desk?

- Adviser support- Technology

4 What have Intrinsic created to help you market your business?

- Events and Marketing- Marketing Your Business

5 Once the lifestyle protect app has been downloaded from iTunes app store - what is the password to log in?

- Adviser Support- Intrinsic app store- Lifestyle Protect App

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6 When suspicious of financial crime, what documentation needs to be included with the Suspicious Activity Report?

- Risk and Regulatory- Money Laundering- Making a Suspicious Activity Report

7 What month was the latest Protection checklist created

- AQ Guidance and Technical- AQ Guidance and Processes- Xplan and OfficeWeb Document

Checklist

8 What is the Week 1 Protection webinar?

- 4th tab along at the top –Protection

- Events Training- Protection Webinar

9 What 2 programs can you generate a Protection fact find in?

- Protection tab- Documents

10 Which of the Intrinsic protection panel specialises in declined cases?

- Panels and Product Support- Protection panel

KEY TASK

Note: make sure that you start to become familiar with AQ Guidance and Processes relating to Protection.

AQ Guidance and Technical AQ Guidance and Processes Protection – Core advice Protection – Sales Process

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Sample Email appointment template

Title: Thank you and follow up.

Dear xxxx,

Thank you for your enquiry and time {today / yesterday}.

I look forward to progressing matters with you next on {time, day and date}. That meeting typically lasts {length of time}.

Please see attached information that will save you time at the meeting, and reminders of what documentation to supply.

• Agenda for our next meeting: this is a suggestion, so feel free to edit as you see fit• Services and Costs Disclosure Document• Existing protection policy documents• Summary of work benefits, i.e. Death in Service, Sick Pay etc.• A budget planner: for you to complete, and supply to us• Map: to find our offices• Biography: a one page summary about me, my experience and qualifications

I look forward to helping you.

Yours sincerely {Insert name}

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Sample Protection Agenda – Meeting 1

ABC Protection Planning Ltd

Framework for our meeting on XX/XX/XXXX @ 11.00am Between Brian and Maggie & Adviser Name

What do you want to get from the meeting? • Expectations / Experience / Objectives

What do you know about our firm and myself? • Your protection and peace of mind• The type of advice we provide• The marketplace we review for you

How do we deliver solutions to you? • Our advice process

Understanding more about your needs • An initial assessment of your ‘wants and needs’• Understanding more about your current provisions and

circumstances• Your lifestyle expectations• Assessing your affordability

Which solutions suit you the best? • Agreeing protection needs and preferences

What we can expect from each other? • What we need to do next• Managing expectations about things that might not go to plan• Testimonials

Regulatory Footer Here

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Day to Day expenditure exercise

How much do you think you spend each month on items from cash, loose change, contactless card payments and chip & pin?

It all adds up and you might be surprised to find out just how much!

Complete the Day to Day expenses Calculator below to find out you spend each month

Number per week Average cost of item Cost per month

Cups of Coffee & Tea

Sandwiches & Lunch

Snacks, Crisps, Treats

Bottles of Wine

Bottles / Cans of Beer

Spirits

Cigarettes

Any other daily expenses

Total cost per month

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Unique Selling Points of Protection Providers

What is the feature? Which Providers? Which Products? What does it do?

1) Global Treatment

2) Helping hands

3) Age related Premiums

4) Back to Day 1 Cover

5) Smooth Move

6) Fracture Cover

7) Executive Income Protection

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What is the feature? Which Providers? Which Products? What does it do?

8) Best Doctors & BUPA Health line

9) Surgery Benefit

10) Free Cover

11) Signature Free Trusts

12) Rolling Term Cover

13) Relevant Life Cover

14) Simply Life

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Sample Protection Agenda – Meeting 2

ABC Protection Planning Ltd

Framework for our meeting on

XX/XX/XXXX @ 2.00pm until 3.00pm Between Brian and Maggie & Adviser Name

Reconfirming your objectives

• Of today’s meeting • Any changes since we spoke? – your objectives, budget,

circumstances Your solution

• Checking perceived wants versus needs • What we based our research on • Other options that we decided not included

Checking understanding Authority to proceed

• Completing the application documents • Clarifying costs • Cancellation rights

What we can expect from each other?

• Managing expectations about • things that might not go to plan • The style and frequency on our • ongoing service • Testimonials

Regulatory Footer Here

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Brian & Maggie Downloads (Family Income Benefit)

Brian & Maggie’s Family Income Benefit Application form - AEGON

Brian’s Electronic ID Maggie’s Electronic ID

Save these files in your DESKTOP/CLIENTS/BRIAN & MAGGIE folder

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James & Vicky Downloads (Mortgage Protection)

James & Vicky – Mortgage Protection Application form – L&G

Brian’s Electronic ID Maggie’s Electronic ID

Save these files in your DESKTOP/CLIENTS/JAMES & VICKY folder

-------------------------------------------------------

Brian Downloads (Income Protection) Brian - Income Protection

Application form - AVIVA

Save this file in your DESKTOP/CLIENTS/BRIAN & MAGGIE folder