New research reveals financial advisers risk losing clients if they fail to demonstrate long term value of advice

Life insurance provider MetLife Australia has released a new report revealing a disconnect between perceptions of cost and value when it comes to insurance and financial advice.

Now in its second year, the MetLife Adviser-Client Relationship Report 2019 is the largest quantitative study of its kind and includes insights from consumers and Small to Medium Enterprises (SMEs) with up to 20 employees who have life insurance purchased through a financial adviser and consumers who are likely to see a financial adviser about life insurance in the next two years.

This year’s research revealed that advised Australians are more informed about their insurance than last year, with more respondants able to state their level of cover, premium amount paid, as well as explain the difference between stepped and level premiums.

Despite this, confusion around the value of expert financial advice remains, suggesting there is an ongoing need for financial advisers to demonstrate their value by properly educating clients of the benfits of the service. This is especially critical given 3 in 10 consumers and 5 in 10 SME’s report they are considering either changing their current adviser, or ceasing to use one completely, citing high premiums, lack of affordability, no ongoing need for insurance or a lack of contact as their top reasons.

Understanding of insurance remains low among consumers and SMEs. Of those surveyed, 40% of consumers thought life insurance bought through an adviser is more expensive than a policy they could buy directly online or through a superfund but only a third of consumers believed the product was better quality.

The research found consumers and SMEs were willing to pay an average upfront fee of $1,700 for insurance advice. This is below the average cost to deliver quality financial advice, suggesting there is a critical need to retain commission-for-advice as a way for people to pay for these services.

Awareness of what advisers do and what those services should cost is low. Part of the battle for financial advisers is how to make the long term gains to be had from seeking expert financial advice more tangible in the short term.

Advisers who are successfully bridging this gap appear to be setting and agreeing on realistic expectations for both clients and advisers in initial meetings. Further, they are working closely with their client like a partnership and demonstrating ongoing care and value through simple measures such as annual reviews and contacting clients at important times in their lives, such as buying a house and having a baby.

In making a concerted effort to demonstrate the value of tailored financial advice through ongoing and transparent communications, financial advisers can help tackle some of the biggest misperceptions that inhibit consumers and SMEs from seeking out the services of financial experts.

Matt Lippiatt, MetLife Australia Head of Retail Sales, said:

“The recent spotlight on the financial services industry has caused clients to take a more active interest in the financial products and services they hold and question the value they’re getting from these relationships which can perhaps explain why Australians know more about their insurance cover this year.

But this year’s research has found there’s still a lot of confusion about insurance and the true benefits of seeking out expert financial advice.

As with any service that doesn’t provide an immediate pay off, it can be hard for consumers to appreciate the value of seeing a financial adviser. Sometimes this realisation only comes well down the track as life unfolds and the unexpected happens.

Given this, a key challenge for financial advisers is demonstrating value right from the outset of a relationship and reinforcing this value over time through open and regular communication.

If there’s a key takeaway from this research it should be that there is no such thing as a ‘set and forget’ client anymore. Client enagement should be the number 1 priority on every advisers business plan for 2020.”

Media Contact

Sarah Kelly                                                   

MetLife Australia                                   

+61 (0)411 893 890

The MetLife Adviser-Client Relationship Report 2019 includes highlights from a survey of 1,298 consumers, consumer potentials and Small to Medium Enterprises (SMEs) to give advisers a deep knowledge of their market so as to help them better understand and manage their client relationships.

The sample breakdown included 797 consumers and 213 SMEs with 2-20 employees who have life insurance that they purchased through a financial adviser, as well as 288 consumer potentials who are very likely to see a financial adviser about life insurance in the next two years.

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, 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