How one firm overcame legacy provider delays to deliver accurate advice

Client Context

A long-established advice firm served many clients who held legacy pensions and investment products with providers that no longer operated at the same pace as modern platforms. These cases were often the most time-consuming.

Every time an LOA went to a legacy provider, weeks of chasing followed, and even when the data arrived, it often contained gaps or errors. Advisers felt stuck, and clients became frustrated waiting for answers.

The Challenge

The main issues came from:

• Legacy providers taking longer than modern platforms to respond
• Missing or incorrect data in provider responses
• Clients questioning why it took so long to review “their own policies”

Advisers wanted to focus on explaining the options, not fixing admin failures.

The Turning Point

When a client grew visibly frustrated that their pension review was delayed because of provider errors, the partners knew they had to find a better way to manage legacy cases.

The Solution

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

• Took over chasing legacy providers until accurate data was received
• Identified and corrected errors before reports reached advisers
• Kept clients updated through the advisers, providing reassurance during the wait

Implementation Insight

We began by tackling a backlog of legacy pensions that had been stuck for months. By chasing daily and validating every response, accurate information arrived in weeks rather than dragging on for months. Advisers could then proceed with confidence.

Results

• Faster turnaround times from legacy providers
• Fewer errors in the data passed to advisers
• Clients reassured by updates and smoother progress

Emotional Impact

For the advisers, the biggest shift was credibility. They no longer had to apologise for provider inefficiency. Instead, they looked proactive, professional, and in control of even the most complex, outdated cases.

Before vs After

Barriers Addressed

The firm worried outsourcing might complicate already slow provider cases. Instead, Plus Group simplified the process, taking on the persistence required and giving advisers time back.

If legacy providers are slowing your cases, Plus Group’s LOA Chasing & Checking support ensures even the most complex, outdated policies don’t hold you back.