Software package annoys advisers

A new version of the illustrations software, allowing advisers to prepare client quotes on laptops and office computers, will be sent out in early to mid-March, says Sovereign marketing manager, risk, Michael Hewes.

The move follows complaints from some advisers that the database software in the package takes considerable time to load and causes system crashes.

As soon as Sovereign found out about the hiccups it contacted advisers telling them they could revert to using an old version of the software.

"We’re now putting together new software that will solve the problems some advisers are experiencing," Hewes says.

However, the mistake has cost the insurer. As well as having to replace the software, it has paid for technicians to go into the field to help advisers.

At least one adviser has become so frustrated he has stopped selling Sovereign products altogether.

Sovereign has told advisers that they can prepare quotes using the old software that has lower premium prices.

Hewes says the problems are not widespread. About 75% of new business is being written using the new software and there has been no impact on sales.

Life offices send out computer software to make it easier for brokers to calculate premiums and prepare client quotes. Over the years the software has become more sophisticated, but some adviser say it is now outgrowing their hardware.

One life broker complained that insurers pay little attention to the end user’s computer systems when designing software.

He’d struck other difficulties with Sovereign packages, including problems printing out information from a database system sent out about three years ago.

Other life companies, including AMP last year, have had problems with their proprietary software.

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