He says he believes the latter scenario was likely in this case.
"So what that's done is expedited her ability to get a solution," he said. "The idea behind value-added services is all about 'can we stop clients from making a claim and can we help people live longer and healthier lifestyles?'"
Article continues after advert
He suggested advisers should consider writing to their clients regularly to remind them of the support services that exist, adding: "Consumer duty isn't just about making sure that clients are aware but actually we should be sharing some of the results and their circumstances.
"If we can share some of those stories with other clients and others in the industry then we can raise awareness."
carmen.reichman@ft.com
Page 2 of 2
