Good adviser relationships withstand misconduct revelations – new MetLife research

Honesty and trustworthiness are the top attributes consumers and small business owners look for in a financial adviser, according to new research released today by MetLife Australia.

Furthermore, those who have established trusted relationships with their adviser say the Financial Services Royal Commission will have no impact on their advice relationship.

The MetLife Adviser-Client Relationship Report 2018 results released today examine consumer and small to medium enterprise (SME) attitudes to purchasing life insurance through an adviser, based on a survey of consumers who currently use an adviser, consumers considering seeing an adviser in the next two years, and SMEs with up to 20 employees.

Matt Lippiatt, MetLife Australia Head of Retail Sales, said there were marked similarities between all three groups.

“Across the board, consumers and SMEs want to establish a genuine relationship with a financial adviser they can trust,” he said. “They clearly value the adviser who goes the extra mile to listen to them, understand their needs, and communicate regularly and clearly.”

Transparency and experience also rank as key reasons for selecting an adviser. Once the adviser-client relationship has been established, consumer and SME clients expect their adviser to genuinely care about them, speak to them in easy to understand language, and maintain that honesty and trustworthiness.

MetLife Australia also examined consumer and SME attitudes to the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry, which has generated negative press for some advisers.

When asked about the Royal Commission, just over half of consumers (56%) and over a third of SMEs (37%) said it would have no impact on their advice relationship. Further, 38% of SMEs and 20% of advised consumers said it would make them even more likely to visit their financial adviser.

“What’s clear from these numbers is that the Royal Commission has put the spotlight on the need for quality advice and its enduring appeal,” Mr. Lippiatt said.

“Given that as many as four in 10 consumers and SMEs have been with their adviser for more than five years, it seems that many clients have established a high level of trust and confidence in their adviser’s integrity and abilities.”

Overall, the MetLife research data shows that Australians are reasonably happy with the service they’re receiving from their financial adviser, with 61% of consumers and 59% of SMEs rating their adviser ‘excellent’ or ‘very good’. Just 13% of consumers and 11% of SMEs rate their adviser ‘poor’ or ‘fair’.

“We’ve seen a lot of negativity about financial advice in the media, but consumers and SMEs are both telling us that there are good advisers who are doing a great job,” Mr. Lippiatt said.

“However, given that the majority of Australians currently don’t have an adviser, the challenge for us as an industry is to make financial advice more affordable and accessible to the people who need it.”

MetLife recently launched MetLife Protect, a modular life insurance product enabling financial advisers to meet the needs of families and SMEs. The product is designed to be tailored and flexible over time to meet specific and evolving individual needs. For more information, visit

Media Contacts

Sarah Kelly, MetLife Australia

+61 (0)411 893 890


About MetLife

MetLife Insurance Limited (MetLife), an affiliate of MetLife, Inc., is a specialist provider of life insurance to affinity partners, superannuation trustees and employers in Australia. MetLife has expertise in designing and executing direct insurance programs for partners’ customers and insurance solutions to meet the needs of specific member groups. MetLife has been a specialist provider of life risk insurance products in Australia since 2005. For more information, visit

MetLife, Inc. (NYSE: MET), through its subsidiaries and affiliates (“MetLife”), is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. For more information, visit

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