Publications

Using the Adviser Trust Model, a practice’s performance on the four pillars of trust and the respective foundations can be measured and mapped against the importance of each pillar to show where an adviser and/or practice is doing well and where further work is needed to drive trust and the specific actions that will achieve […]

This research acknowledges other frameworks and provides a pragmatic and fresh approach, as defined by the profession, to understanding the competencies required to be a competent and trusted financial adviser. It also provides new subject matter for educators to consider when developing their curricula and competency areas that may better prepare new advisers for their […]

Designing the Future 2016/17 is a collaboration between practices engaged in the day-to-day provision of financial advice to Australians and the licensees, life companies and professional associations that support them. While each licensee has visibility across the initiatives they provide their practices, this survey tracks business improvement activities that are planned for, or in progress, […]

The findings revealed that the population of insurance clients includes three distinct client groups with different needs: Value Seekers (59%); Personalised Advice Seekers (27%); and Purists (14%). The study showed that leveraging the unique needs of each segment produces numerous benefits for both the client and advice businesses. In addition to evaluating the value drivers […]

This white paper provides evidence of the significant positive contribution that financial advisers make to the overall health and well-being of the Australian community and specifically identifies the differing needs of advice clients across both genders and generations. It is now clear that financial advice is important to the overall wealth, and health, of the […]

To say 2014 was challenging for advisers is an understatement of the highest order. The year started with a scandal and ended with two enquiries, punctuated by the FOFA ‘to-and-fro’; it was dominated by a dialogue that was negative in tone, and which tried to paint advisers and consumers as being in opposite corners. All […]

In financial advice, the importance of the adviser-client relationship is well documented, but the nature of those relationships is changing as consumer behavior continues to evolve. In this paper we examine the implications for the adviser-client relationship of the growth of mobile device use by advice clients. It is widely known that digital information is […]

“Connecting with Clients – Solving the communication matrix for financial advisers” is the flagship white paper of the 2013 AFA National conference. This is the third in a series of white papers that use an evidence‑based approach to quantify the DNA of leading financial advice practices.  The ‘Leading Practices’ white paper series began with “Pathways […]

The “Value of Protection – Creating an advocate for life” white paper provides new guidelines for optimising claims outcomes for both consumers and insurers and raising the standard of claims management in Australia.  It focuses on consumers’ perceptions of the life insurance industry with regard to Income Protection insurance and the expected experience when lodging […]

This white paper identified those characteristics that set leading financial advisory practices apart from their peers. A mapping of the customer journey throughout the various stages of the advice process and adviser relationship was informed by deep insights into the areas consumers’ value most in the relationship with their adviser. At the heart of the […]