How one adviser stopped wasting hours chasing providers

Client Context

Sarah* was a sole practitioner IFA running her own advice firm. Like many advisers, she relied on Letters of Authority (LOAs) to gather information before giving advice. But every case meant hours spent chasing providers, waiting on hold, and following up repeatedly.

Instead of focusing on clients, Sarah was spending entire afternoons stuck in admin loops.

The Challenge

The LOA process created three big headaches:

• Providers taking weeks to respond without being chased
• Sarah losing valuable hours on calls and emails
• Cases stalling because key information was missing

The inefficiency was frustrating for Sarah and damaging to her client experience.

The Turning Point

When a client asked why their pension review was taking so long, Sarah realised provider chasing was not just draining her time — it was slowing down her whole advice process.

The Solution

Sarah partnered with Plus Group for LOA Chasing & Checking support. We:

• Took over contacting providers, chasing responses until information was received
• Checked documents for accuracy before passing them to Sarah
• Kept her updated so she knew exactly when cases were ready to progress

Implementation Insight

We began with a batch of outstanding LOAs that had stalled for weeks. By chasing systematically, responses came back within days, and the cases moved forward. From there, every new LOA request was handled by Plus Group, freeing Sarah from the cycle completely.

Results

• Hours saved each week previously lost to provider chasing
• Faster turnaround times for cases
• Clients experienced smoother, quicker advice journeys

Emotional Impact

For Sarah, the relief was huge. She no longer dreaded the admin grind of chasing providers. Instead, she could focus fully on giving advice and building client relationships.

Before vs After

Barriers Addressed

Sarah had worried outsourcing would leave her out of the loop. Instead, Plus Group kept her informed at every stage while removing the legwork.

If chasing providers is draining your time and slowing down your cases, Plus Group’s LOA Chasing & Checking support ensures information arrives quickly and accurately without you lifting the phone.