Client testimonials

Customer vulnerability

  • Assessments are easy. People are happy to fill it in and we’ve never had anyone who’s refused. The clients see that we do it to care for them, rather than just lend and take the profit. I love the charts and graphs. It’s now part of my workflow and works well. The push towards supporting vulnerable customers is a good thing for the industry. In some ways we were doing it, but now we can quantify it and demonstrate it.

    Danny Thomas, Clocktower Support 

  • “I got a good response from about 80% of people, which tells me that the system is quick, reliable and easy to use. In the end, around 90% of the assessments were completed online and the rest I went through personally, with the client, using the MARS questionnaire. I get detailed monthly reports. Like everyone, I think I know my clients, but MARS highlighted some with significant vulnerabilities – clients with alcohol dependency issues, and clients who have had cancer. Those stood out, but there is a wealth of detail across the board. As much as you can ask all the questions and may be doing good fact-finds, the MARS assessment brought out information that I just didn’t know. MARS puts me in a far better position than before. I didn’t have any information like this, or evidence of client vulnerabilities.”

    — Paul Russell, chartered financial planner

  • ”The MARS vulnerability report provides valuable live data as to whether a client will get health-rated for life insurance and/or permanent health insurance. It also allows vulnerability tracking throughout the conveyance – which is vital under Consumer Duty.”

    — Mike Kellett Cert PFS Cert CII(MP) Cert ReR, director, Forbes Consultancy

  • “Since using MARS, I have discovered more characteristics of our clients – even though I have known them for years. It also allows our business to give clients a platform to voluntarily let us know if they may be temporarily vulnerable, so we can meet their needs.”

    — Sam Whybrow CFP AFPS RLP, chartered financial planner

  • “Consumer Duty holds many challenges for providers and intermediaries; however, it also offers opportunities to reinforce the importance of insurance and the benefits to the consumer. Monitoring the changes in an individual’s circumstances is key in achieving the best outcome and maximising those opportunities.”

    — Mike Perry, former CEO, PG Mutual

  • “Firms will need to use new sources of data, including open banking transaction data, to identify vulnerability in real time and to intervene accordingly.”

    — Simon Ripton MBA, Proposition Development Manager, Moneyhub

  • ”As part of our continued efforts to support customers in achieving financial resilience, it’s important we have the right tools and providers. MorganAsh has proven to be an integral partner for more than a decade – and a key component in this achievement. This is a positive step forward in eliminating inconsistent outcomes and potential harm for consumers and ensuring that we always provide both the best advice and the best products for every client every time.’

    — Nici Audhlam-Gardiner, CEO, Foresters Financial UK

  • “Can I just say, this is one of the best products or services I’ve seen for a long while! I really think this service is fantastic and will look to promote you where I can.”

    — Deborah Ware, consultant

  • “The FCA’s drive on looking after vulnerable customers is set to change how we manage our customers. To many, this looks a daunting task. The MorganAsh MARS tool should make its implementation far easier.”

    — Steve Devine, Protect Association

  • ”Delivering fair outcomes for vulnerable customers inevitably requires the effective use of technology. The MorganAsh MARS tool offers firms an outsource capability and credible solution to achieve that aim and deliver proportionate support and fair outcomes.”

    — Jonathan Warren, head of innovation, Altus

  • ”We are very happy to be working with MorganAsh. They are taking some great strides with their MARS tool, in the financial services sector, towards really making a difference to how vulnerable people are treated.”

    — Helen Lord, CEO of the Vulnerability Registration Service

  • ”Supporting consumers in vulnerable circumstances is hugely important, so we are thrilled to be able to provide our partners with groundbreaking technologies that quickly spot signs of financial vulnerability which will ensure our clients receive the best possible support. Not only does this lead to a better outcome for clients, but it provides much-needed support for advisers navigating some of the complexities in supporting vulnerable clients.”

    — Edward Grant, director of SJP’s Technical Connection division and leader of the partnership’s efforts to support vulnerable clients

  • “Good practice principles and the use of fintech, such as the MorganAsh MARS tool, can greatly improve our ability to assess, store and communicate vulnerability across and between organisations.”

    — Keith Richards, chair of the Financial Vulnerability Taskforce

  • “To meet vulnerability and impending consumer duty requirements, firms need to understand the characteristics of their customers – and be able to manage and report the conduct risk. A move to more structured assessments that can provide consistent and objective data will provide management information that firms can utilise. The resilience rating within the MARS tool would appear to be a positive first step.”

    — Robert Sinclair, chief executive at Association of Mortgage Intermediaries

  • “Our LexID technology gives us the most accurate view of the UK’s adult population, with each individual’s data history consolidated into one unique record identifier. As our database grows, newly discovered information can be added and appended to records providing a consistently accurate and up-to-date view of individuals’ personal information. We are pleased to support MorganAsh to bring this intelligence and ongoing data monitoring to their innovative MARS platform. Both companies are well-aligned in our passion for delivering robust, high-quality solutions to help firms stay compliant and make better business decisions.”

    Alan Clay, LexisNexis Risk Solutions

  • “With 53% of all PayPlan clients disclosing a vulnerability, it’s really important that those seeking help with debt receive compassionate support and advice that is tailored to their needs and circumstances. We’ve made tremendous progress at PayPlan in providing dedicated support to vulnerable clients and helping them to write off considerable amounts of debt through our dedicated Vulnerable Client Team. Integrating MARS is an exciting step in our journey to help us to build a complete picture of each client at outset and through their debt journey, as well as to report accurately on our findings. We’re thrilled to partner with MorganAsh for this project.”

    Emma Gibbons, PayPlan

Proactive absence intervention

  • It was a brilliant service. Setting aside time to speak to MorganAsh helped me think about where I was up to in terms of illness; it made me more aware of my situation.

    — Vulnerable person helped by MorganAsh

  • I found the service to be flexible – and I liked that. I needed counselling, but I wanted to split the sessions over a few months, as my depression can be up and down. The nurse was very understanding. The counselling sessions were great; I found the counsellor to be very understanding and easy to talk to. I would definitely recommend MorganAsh’s counselling to anyone who needs it. I would like to thank you and the team for all your help, support and kind wishes through what has been an emotional rollercoaster for myself and my family. The kind words and support received meant a lot to us.

    — Vulnerable person helped by MorganAsh

  • I would like to thank you and the team for all your help, support and kind wishes through what has been an emotional rollercoaster for myself and my family. The kind words and support received meant a lot to us.

    — Vulnerable person helped by MorganAsh

  • I’m very impressed and surprised. I wasn’t expecting the support aspect. Very helpful, thank you. I’m impressed by the idea of the meditation and will look into that, definitely. I’m impressed by your efforts.

    — Vulnerable person helped by MorganAsh

  • Whilst in reality my life was a complete mess, on the surface I wore a mask to pretend everything was OK. I was given three different options of cognitive behavioural therapists in my local area; I felt I was in control of my situation, which made me feel more comfortable asking for help.

    — Vulnerable person helped by MorganAsh

  • The extra psychological and emotional support was invaluable. It meant I could offload less to those around me, and it made me emotionally stronger and more able to cope. Although it’s good to be getting back to life, I’m really going to miss those calls when they end.

    — Vulnerable person helped by MorganAsh

  • The nurse would listen and really understand. It was almost like having a friend on call – I could ring with any query and it was never a chore. She was totally tuned into me – once or twice I’d got upset and she would suggest taking a break, walking the dogs or getting a cup of tea. And then we’d speak later. She went the extra mile – such as calling before my operation, just to check that I was okay.

    — Vulnerable person helped by MorganAsh

  • The nurse called regularly and gave me so much empathy. It was like having a private counsellor. When I had a call scheduled, I’d get in bed with a cup of tea. She’d ask how I was doing – and got me to open up about my doubts in a way that’s not always possible, even with close family and friends. I can’t express in words how much of a help she was.

    — Vulnerable person helped by MorganAsh

  • You were very, very kind. You have just been so nice compared to other people I have talked to. From one person to another, I really do thank you.

    — Vulnerable person helped by MorganAsh

Care Navigator

  • I searched online for a suitable care home but found so much conflicting information it made the process confusing and stressful. Knowing I could receive help and support from a nurse made me feel more confident in the decision I was making. From start to finish, the whole journey has been nothing but brilliant. Prior to talking to the team, I was stressing and overthinking everything about my mother going into a home and how she would cope once I’d moved away. Once I’d spoken to the nurse I felt like a weight had been lifted off my shoulders. I didn’t realise how stressful finding the right care would be. The nurse was great; I would highly recommend this service to anyone looking to find care for their mother or father.

    — MorganAsh Care Navigator customer

  • For anyone just starting the process of finding care or needing help in the midst of it all, I’ve no doubt using this service would provide some degree of emotional support and be a source of incredibly useful information too.

    — MorganAsh Care Navigator customer

  • The MorganAsh team was wonderfully friendly, calm and had a professional manner on the phone and also by email. They showed real empathy of the situation and were delicate in how they worded things. The team always carried through on their promises to email me or contact me to confirm arrangements.

    — MorganAsh Care Navigator customer

  • The nurse was incredibly warm, relaxed and friendly in her manner which would put any call recipient immediately at ease. She showed absolute empathy and understanding of the difficulties faced in these circumstances and steered through some of the more delicate questions with ease and care.

    — MorganAsh Care Navigator customer

Annuities quotations

  • “A significant proportion of our enhanced annuity applications are poorly completed or indeed incomplete. This could result in our not being able to offer the best possible terms. The customer journey, to us, is very important and the applications received from MorganAsh make it a one-stop journey. It helps us to maximise the potential income we can offer to our customers and avoids us having to go back to the customer for further information.”

    — Richard Helyer, chief underwriter and claims manager, Canada Life UK

  • ”I think that your service should be used for all cases. It would have taken me a long time to complete all of the forms and I’m amazed by how quick your service is.”

    — Keith Kemp, Essex Finance Solutions, St. James’s Place

  • ”If you’re confident your process isn’t going to miss anything, then that’s great, but if you’re not, you may well be interested in the telephone medical-assessment process offered by companies such as MorganAsh.”

    — Steve Martell, Just

  • “The time-saving for the adviser more than makes up for the small charge for using the MorganAsh service and we would recommend the service to all advisers with clients who are considering annuity purchase where impaired rates might apply.”

    — Julie Calvert, technical director, Pavis Financial Management

  • ”Very pleased that you managed to obtain a better quote for this client with Just than a rival adviser from another FA company. This saved us the business with this client who has a lot of money managed through us.”

    — Andy Lees, Lees Wealth Management, St. James’s Place

Tele-interviewing

  • “With MorganAsh tele-interviewing all clients, we are freeing the adviser from the arduous and embarrassing task of collecting medical information. With our product they can focus on the product and financial advice. Advisers and networks are becoming increasingly aware of their exposed liability to their clients in having to undertake the medical interviews. We consider this old model unsustainable within the Treating Customers Fairly environment.”

    — Geoff Spencer, managing director, Shepherds Friendly Society

  • “I would comment that I am extremely pleased with the handling of this application. It clearly demonstrated the efficiency of the telephone interview process, which, in this case, took place within a few days of receipt of the application. I feel that, particularly where the applicant is female, it is more satisfactory for the client to discuss health and medical background issues as the client feels more comfortable talking to a ‘neutral’ person. Additionally, it takes the responsibility off the intermediary in the knowledge that any non-disclosure does not rest with him/her. I did ask my client in this particular case how she felt about the tele-interview and received a very positive response confirming her entire satisfaction with the process. Thanks, and ‘well done’.”

    — An independent financial adviser

  • “We are committed to providing the easiest way for our members to purchase our income protection contract, and this is a great improvement. Interviews are conducted in privacy and at the applicant’s convenience. Financial advisers often have long-term relationships with their clients; tele-interviewing avoids embarrassing face-to-face discussions of intimate medical and personal details.”

    — Farrukh Mirza, deputy chief executive of Dentists’ Provident

Medical underwriting

  • “What I like about MorganAsh is that they bring innovation and value to our business. They are far more than just a supplier. They are a true partner.”

    — Mike Perry, CEO, PG Mutual

  • “The thoroughness of the interview and our underwriting process means we have more confidence to pay out our claims, and our claims experience is better than we expected, allowing us to improve our morbidity reserving.”

    — Geoff Spencer, chief executive of Shepherds Friendly

  • “Partnering with MorganAsh has been a great success, we have received a first-class service ever since we started, and the partnership has been central to our success in the intermediated marketplace. We have had only one complaint in over five years!”

    — Geoff Spencer, chief executive of Shepherds Friendly