Jeynes (pictured) said to delegates at a panel session at the 2015 Protection Review in London that it was important for the industry to look at ways in which it could make the application process for protection products more customer friendly.
He added that insurers needed to turn their ‘passion’ for protection products and their customers into ‘concrete progress’.
Jeynes said: “Stop talking about what we hope will happen and start talking about what we are fundamentally going to do to make it happen. A better journey could really reinvigorate the intermediary sector, some are getting it right but not enough are, and that’s our failing, not necessarily theirs.
“There are IFAs, mortgage brokers, wealth advisers, call them what you will, up and down the country who would like to sell more protection more than they do, and don’t, because their experience is poor,” he said.
Jeynes said as customers themselves, the industry could determine a good buying experience from a poor one and apply that to the protection market to improve the consumer experience.
He added: “If it isn’t as good as Amazon, why isn’t it? The technology exists, use it. To use my supermarket analogy, we are the only supermarket in Britain that is barricading our doors from the inside to stop customers coming in.”
