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In research conducted over the past six years, partners have consistently indicated that no carrier within the industry is providing adequate client-facing materials. Currently, partners feel the materials are too complicated, filled with industry jargon and confusing concepts. In fact, they’ve even stopped selling products if they’re too difficult to translate. too They need materials that they can use to adequately describe a variety of products and their benefits in terms their client can understand.
The lack of client-facing resources have immediate and long term effects. In the short term, the lack of education can make it difficult for a client to understand what their options are, how they compare, and which one helps them achieve their goals. This can lead a client to feeling doubt. In the long term, it can translate to our members not understanding the communications they receive from Nationwide and future decisions they need to make in the Manage and Use experiences. This is true for correspondence, forms, websites and apps.
Partners need materials that are conversational, jargon-free and intuitive. Partners aren’t looking for materials that explain products, they need materials that explain concepts. This isn’t about turning their clients into insurance and investment experts – it’s simply a matter of helping clients feel informed and confident by explaining things in terms they can understand.
Client-facing education could come in many forms, but ultimately partners wish to use it when walking their clients through a variety of options. They need something that can be shared during a meeting and provided to their client as a takeaway for future reference.
I need to be educated enough to educate my clients.
Professionals need educational resources that help them explain the complex aspects of a product in simple terms. Short-form videos, animation and printed takeaway materials are all examples. Simplifying the products themselves takes this concept a step further. Our professionals have made this clear in their research responses.
