How one firm kept review season on track by fixing provider delays

Client Context

Every quarter, a well-established advice firm scheduled a large number of client reviews in a short window. This “review season” was essential for maintaining relationships and keeping advice current.

The challenge was always the same: reviews required updated information from providers, and LOA delays left advisers scrambling. Cases piled up, reviews were pushed back, and clients sometimes had to reschedule.

The Challenge

The firm faced three recurring problems:

• Providers slow to respond during peak periods
• Advisers losing time chasing, distracting them from review meetings
• Risk of clients feeling neglected when reviews slipped past their scheduled dates

What should have been a proactive period of client engagement had turned into a stressful scramble.

The Turning Point

When two clients complained about their reviews being delayed because information hadn’t arrived, the partners realised their busiest season was also becoming their most vulnerable.

The Solution

The firm engaged Plus Group for LOA Chasing & Checking support. We:

• Took responsibility for chasing all providers in advance of review season
• Checked responses for accuracy before advisers saw them
• Ensured information was delivered in time for every scheduled client meeting

Implementation Insight

We began by identifying all clients due for reviews in the next quarter and submitting LOAs early. Our team then chased providers daily, ensuring advisers received accurate data ahead of schedule. Review meetings went ahead as planned, without last-minute stress.

Results

• Reviews delivered on time across the client bank
• Advisers focused on client meetings instead of chasing
• Clients impressed by the firm’s organisation and professionalism

Emotional Impact

For the partners, the relief was clear. Review season went from being a bottleneck to a smooth, predictable process. Advisers could focus fully on engaging clients rather than firefighting.

Before vs After

Barriers Addressed

The partners initially worried that outsourcing might complicate workflows during their busiest period. Instead, it simplified everything — Plus Group handled the provider legwork, and advisers delivered reviews without disruption.

If client reviews are slipping because of provider delays, Plus Group’s LOA Chasing & Checking support keeps your busiest periods running smoothly.