In our latest Protection Forum session, industry professionals came together to explore one of the most practical and widely debated topics in protection advice — “Compliance processes, price versus quality, and understanding the benefits and features available.”
Hosted by Ian Mckenna, the discussion brought together an experienced and dynamic panel:
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Samm Walker, Protection Adviser – John Charcol
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Tracey Boyd, Managing Director – Mortgage Hub Expert
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Ian Merriman, Recruitment Director – Try Mortgage Network
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Zoe Priselac, Managing Director – Way More Solutions
Together they shared their experiences on how advisers can balance regulation, client service and commercial reality — ensuring compliance supports good advice rather than restricts it.
The first half of the conversation focused on how compliance processes can actively protect both adviser and client. The panel agreed that compliance should never be a box-ticking exercise but a means of reinforcing professionalism and trust. Adopting a client-first mindset, documenting soft facts, and providing clear reasoning were seen as essential to good advice and stronger outcomes.
Finally, attention turned to understanding benefits and features, including how advisers can use tools such as Protection Guru Pro to better compare and personalise policies. From virtual GPs to mental health support, the panel shared examples of how “hidden” benefits can add real, day-to-day value for clients when explained and implemented properly.
The following quotes highlight the key themes raised in this engaging and practical conversation.
“I’ve always felt that compliance is there to protect me and the client. It’s not something to be scared of. It’s not just a box-ticking exercise — it’s there for a really valid reason. And I think it’s really important that we keep that ‘client-first’ mindset because compliance is safeguarding the advice that we give as advisers for both ourselves and our clients.”
“Having clear documentation and making sure that our fact-finds have lots of soft facts helps to put meat on the bones when it comes to justifying why we’ve gone down a certain route. It also helps me understand my clients more thoroughly and it helps them achieve the right outcomes they’re looking for.”
“I think it’s vital that we don’t see compliance as a barrier but as a safety net — it ensures consistency and protects everyone involved. From an adviser’s perspective, it gives me the confidence that what I’m doing is right for the client.”
“Firms must deliver good outcomes, including helping clients achieve their financial goals — and that’s what we’re about as advisers. As advisers, it’s our job to tell clients what they need, not just what’s cheapest.”
“As advisers, it’s so important for us to keep up to date with what providers are offering and any changes that come through. Sessions like this are valuable — we learn something new that we can take back to our own businesses.”
Click the audio playback below to listen to the full session.
Full session audio
Part 2:
“Whatever size network you’ve got, it’s particularly important that everyone’s singing from the same hymn sheet — advisers, directors, compliance folk — everyone understanding the same background so there’s no conflict of interest. Communication is absolutely key.”
“Fact-finders are absolutely critical. Having the right tools and training to support advisers in collecting data — and the confidence to do it properly — is hugely important. Protection is more personal than a straightforward mortgage; it can involve health discussions that clients may be reluctant to have.”
“It’s amazing how many individuals still base their advice on what has to be the cheapest solution — absolutely not. The solution should be based on the client’s actual requirements, not the lowest price.”
“Understanding the client and coming out with a solution that fits is absolutely the way forward. Price shouldn’t be the focus — affordability and suitability should.”
“I’ve been in mortgages and protection for over twenty-five years, and I’ll be honest — mortgages are more transactional, whereas protection advice is very personal to the client. That’s why you need the soft facts that Tracey was talking about earlier. You’ve got to drill down into the details to base your recommendation properly.”
“I’m very fortunate with our compliance department. We can pretty much recommend anything as long as it’s justifiable and the right thing to do by the client. What’s important is having the systems and checks in place that ensure it is the right product and provider.”
“Using tools like Protection Guru Pro, CI Expert and Underwrite Me helps ensure that. But it’s also about how less experienced advisers learn — where they get their knowledge and guidance — because this area of advice is still developing.”
“The compliance process should be there to protect both the client and the adviser. That’s why it’s important to have a robust, well-documented process that you follow every time.”
“Fact-finding is crucial — I always get details of existing cover, send a letter of authority to gather full information, and make sure I understand every element of what they already have. Soft facts are equally important — things like family plans, health concerns, aspirations. Those personal details make a huge difference.”
“Protection Guru Pro is invaluable for comparing all those additional features. You can click on benefits and see exactly which providers include them, whether they’re free or paid add-ons, and that really helps with justification in recommendations.”
