E-mail used to break the ice
Zurich Financial Services has added an interactive e-mail component to its web site but has stated it will not use the service to provide advice or sell products.
Superannuation and savings product manager Kate Deering says the facility and site does not provide online advice but works as a buffer between client and financial adviser.
Deering says this service provides people with the opportunity to ask the questions on retirement planning they may have been too afraid to ask their financial adviser while still staying anonymous.
"The site has given people a great starting point in assisting them with things about planning for retirement or what to do when they get to retirement," Deering says.
"I find people are nervous about going to a financial planner, and they think that financial planners aren't going to be interested in them."
Deering says through the e-mail interaction there is no push on Zurich's products. She says the site is not a sale's pitch for Zurich.
"We don't provide advice. That's impossible to do in this forum," she says.
"Where the question was more specific, we would explain some options to use.
We usually point the person in the direction of a financial adviser or ask them to contact the Financial Planning Association (FPA)."
Deering says Zurich has a team of retirement experts who answer all questions posted on the site, within a three day turn around period and both herself and retirement income solutions product manager Francois Bertoliatti will be active in answering queries.
"When we receive a question we may respond to it, or if it is really technical we pass it on to the appropriate person. When we have responded to the e-mail before it can be sent the e-commerce team checks with us so they can see when the matter is sent," she says.
"Then it goes through and compliance process. Our compliance manager, must sign off on it before its submitted back to the person and then onto the web site."
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