How To Stop A Bank From Selling Insurance In A Branch
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1 POLLARA Report on Canadians Views of Banks and Life and Health Insurance Summary of Key Statistics Advocis The Financial Advisors Association of Canada February 2006
2 Table of Contents Methodology of POLLARA Survey Page.. ii Viewpoints of Canadians Page 1 Viewpoints of Elderly Canadians Page 2 Viewpoints of Low/Lower Income Canadians Page 3 Viewpoints of Rural Residents Page 4 Viewpoints of British Columbia Residents Page 5 Viewpoints of Alberta Residents Page 6 Viewpoints of Ontario Residents Page 7 Viewpoints of Québec Residents Page 8 Viewpoints of Atlantic Canada Residents Page 9 Page i
3 Methodology of POLLARA Survey 1 In total, POLLARA Inc. conducted 1,876 telephone interviews with a national sample of Canadian adults 18 years of age and over, from November 14 th to 21 st, Overall results are considered accurate to within ± 2.9%, nineteen times out of twenty. In order to enhance the accuracy of the study s regional results, some areas were oversampled, as detailed in the following table. The national results of the study were then weighted to reflect the actual regional distribution of the population. The following table outlines the sampling frame for the study and the corresponding margins of error. Table 1 Sampling Frame and Margins of Error Province/Region Unweighted Sample Weighted Sample Margin of Error British Columbia ±5.8% Alberta ±5.8% Manitoba/Saskatchewan * ±7.0% Manitoba ±9.9% Saskatchewan ±10.0% Ontario ±4.6% Quebec ±5.8% Atlantic Canada ±5.8% Total 1,876 1,200 ±2.9% * Results for Manitoba and Saskatchewan are not included in this summary due to small sample sizes in these provinces, and the resulting large margins of error. While the combined Manitoba/Saskatchewan results are noted in the full POLLARA report, they should be interpreted with caution due to the small sample size on which they are based. Table 2 Sampling Frame and Margins of Error Subset Demographic Subset Sample Margin of Error (nineteen times out of twenty) Age 65 and over 357 ±5.3% Household income less $25, ±6.5% Household income $25,000 to less 366 ±5.2% than $40,000 Rural respondents 454 ±4.7% 1 Canadians Views of Banks and Life and Health Insurance, POLLARA Inc., December 2005, page 2 Page ii
4 Viewpoints of Canadians 91% of Canadians believe banks have enough or more than enough information about them 65% of Canadians are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches 70% of Canadians are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 83% of Canadian bank customers do not want banks to use their banking information to try and sell them other products and services and 81% of Canadians say they already have enough access to information about life and health insurance products 56% of Canadians believe banks are not allowed to use their personal banking information to try to sell them other products but 15% do not know if such a restriction exists 70% of Canadian bank customers would deny their bank permission to review their personal information for sales purposes if asked 19% of Canadians approved for a mortgage, loan or line of credit report being pressured to give their banks additional business 61% of Canadians believe banks should be prohibited from coercive tied-selling but only 30% are aware that coercive tied selling is illegal under the Bank Act 35% of Canadian bank customers believe that their bank does not have a formal complaint resolution process (or did not know) 78% of Canadians do not support expanding banks powers to sell insurance in their branches 63% of Canadians believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road 73% of Canadians believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 81% of Canadians believe banks already sell more than enough or enough financial products 66% of Canadians do not expect banks to pass along any potential savings to consumers if allowed to sell life/health insurance in their branches 85% of Canadians trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees Page 1
5 Viewpoints of Elderly Canadians* 91% of elderly Canadians believe banks have enough or more than enough information about them 58% of elderly Canadians are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches 62% of elderly Canadians are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 90% of elderly Canadian bank customers do not want banks to use their banking information to try and sell them other products and services, higher than the national average of 83%, and 79% of elderly Canadians say they already have enough access to information about life and health insurance products 56% of elderly Canadians believe banks are not allowed to use their personal banking information to try to sell them other products but 25% do not know if such a restriction exists, slightly higher than the national average of 15% 77% of elderly Canadian bank customers would deny their bank permission to review their personal information for sales purposes if asked, higher than the national average of 70% 46% of elderly Canadians believe banks should be prohibited from coercive tied-selling but only 19% are aware that coercive tied selling is illegal under the Bank Act 52% of elderly Canadian bank customers believe that their bank does not have a formal complaint resolution process (or did not know), significantly higher than the national average of 35% 74% of elderly Canadians do not support expanding banks powers to sell insurance in their branches 60% of elderly Canadians believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road 73% of elderly Canadians believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 73% of elderly Canadians believe banks already sell more than enough or enough financial products 76% of elderly Canadians trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees Note*: Elderly Canadians refers to survey respondents age 65 and above Page 2
6 Viewpoints of Low/Lower Income Canadians* POLLARA report Canadians Views of Banks and Life and Health Insurance. 89% of low and lower income Canadians believe banks have enough or more than enough information about them 69% of low income Canadians and 63% of lower income Canadians are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches 73% of low income Canadians and 66% of lower income Canadians are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 84% of low income Canadian bank customers and 85% of lower income Canadian bank customers do not want banks to use their banking information to try and sell them other products and services; 78% of low income Canadians and 67% of lower income Canadians say they already have enough access to information about life and health insurance products 62% of low income Canadians and 63% of lower income Canadians believe banks are not allowed to use their personal banking information to try to sell them other products but 14% of low income Canadians and 16% of lower income Canadians do not know if such a restriction exists 56% of low income Canadians and 48% of lower income Canadians believe banks should be prohibited from coercive tied-selling but only 28% and 26% respectively are aware that coercive tied selling is illegal under the Bank Act 31% of low income Canadian bank customers and 35% of lower income Canadian bank customers believe that their bank does not have a formal complaint resolution process (or did not know) 76% of low income Canadians and 78% of lower income Canadians do not support expanding banks powers to sell insurance in their branches 62% of low income Canadians and 65% of lower income Canadians believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road 73% of low and lower income Canadians believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 80% of low income Canadians and 73% of lower income Canadians believe banks already sell more than enough or enough financial products 87% of low income Canadians and 76% of lower income Canadians trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees Note*: Low income Canadians refer to survey respondents with household incomes of between $25,000 to $40,000 annually. Lower income Canadians refer to survey respondents with household incomes of less than $25,000 annually. Page 3
7 Viewpoints of Rural Residents 89% of rural residents believe banks have enough or more than enough information about them 65% of rural residents are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches 70% of rural residents are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 82% of rural resident bank customers do not want banks to use their banking information to try and sell them other products and services and 79% of rural residents say they already have enough access to information about life and health insurance products 53% of rural residents believe banks are not allowed to use their personal banking information to try to sell them other products, lower than the national average of 56%, but 18% do not know if such a restriction exists, slightly higher than the national average of 15% 59% of rural residents believe banks should be prohibited from coercive tied-selling but only 28% are aware that coercive tied selling is illegal under the Bank Act 41% of rural resident bank customers believe that their bank does not have a formal complaint resolution process (or did not know), significantly higher than the national average of 35% 79% of rural residents do not support expanding banks powers to sell insurance in their branches, slightly higher than the national average of 78% 63% of rural residents believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road 74% of rural residents believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 80% of rural residents believe banks already sell more than enough or enough financial products 73% of rural residents believe there will be fewer bank branches in small communities over the next 10 years 81% of rural residents trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees Page 4
8 Viewpoints of British Columbia Residents 93% of British Columbians believe banks have enough or more than enough information about them, higher than the national average of 91% 61% of British Columbians are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches 70% of British Columbians are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 87% of British Columbian bank customers do not want banks to use their banking information to try and sell them other products and services and 84% of British Columbians say they already have enough access to information about life and health insurance products (above the national averages of 83% and 81% respectively) 53% of British Columbians believe banks are not allowed to use their personal banking information to try to sell them other products, lower than the national average of 56%, but 21% do not know if such a restriction exists, higher than the national average of 15% 64% of British Columbians believe banks should be prohibited from coercive tied-selling, higher than the national average of 61%, but only 22% are aware that coercive tied selling is illegal under the Bank Act 36% of British Columbian bank customers believe that their bank does not have a formal complaint resolution process (or did not know), slightly higher than the national average of 35% 79% of British Columbians do not support expanding banks powers to sell insurance in their branches, slightly higher than the national average of 78% 59% of British Columbians believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road 67% of British Columbians believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 83% of British Columbians believe banks already sell more than enough or enough financial products, higher than the national average of 81% 74% of British Columbians do not expect banks to pass along any potential savings to consumers if allowed to sell life/health insurance in their branches, higher than the national average of 66% 86% of British Columbians trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees, slightly higher than the national average of 85% Page 5
9 Viewpoints of Alberta Residents POLLARA report Canadians Views of Banks and Life and Health Insurance. 96% of Albertans believe banks have enough or more than enough information about them, higher than the national average of 91% 67% of Albertans are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches, higher than the national average of 65% 70% of Albertans are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 86% of Albertan bank customers do not want banks to use their banking information to try and sell them other products and services, higher than the national average of 83%, and 81% of Albertans say they already have enough access to information about life and health insurance products 54% of Albertans believe banks are not allowed to use their personal banking information to try to sell them other products but 18% do not know if such a restriction exists, slightly higher than the national average of 15% 76% of Albertan bank customers would deny their bank permission to review their personal information for sales purposes if asked, higher than the national average of 70% 71% of Albertans believe banks should be prohibited from coercive tied-selling, significantly higher than the national average of 61%, but only 26% are aware that coercive tied selling is illegal under the Bank Act 36% of Albertan bank customers believe that their bank does not have a formal complaint resolution process (or did not know) 79% of Albertans do not support expanding banks powers to sell insurance in their branches, slightly higher than the national average of 78% 64% of Albertans believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road, slightly higher than the national average of 63% 73% of Albertans believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 83% of Albertans believe banks already sell more than enough or enough financial products, higher than the national average of 81% 71% of Albertans do not expect banks to pass along any potential savings to consumers if allowed to sell life/health insurance in their branches, higher than the national average of 66% 86% of Albertans trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees, slightly higher than the national average of 85% Page 6
10 Viewpoints of Ontario Residents 91% of Ontario residents believe banks have enough or more than enough information about them 63% of Ontario residents are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches 70% of Ontario residents are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 82% of Ontario bank customer residents do not want banks to use their banking information to try and sell them other products and services and 77% of Ontario residents say they already have enough access to information about life and health insurance products 51% of Ontario residents believe banks are not allowed to use their personal banking information to try to sell them other products, lower than the national average of 56%, but 17% do not know if such a restriction exists 23% of Ontario residents approved for a mortgage, loan or line of credit report being pressured to give their banks additional business, higher than the national average of 19% 63% of Ontario residents believe banks should be prohibited from coercive tied-selling, higher than the national average of 61%, but only 31% are aware that coercive tied selling is illegal under the Bank Act 35% of Ontario bank customer residents believe that their bank does not have a formal complaint resolution process (or did not know) 79% of Ontario residents do not support expanding banks powers to sell insurance in their branches, slightly higher than the national average of 78% 63% of Ontario residents believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road 71% of Ontario residents believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 80% of Ontario residents believe banks already sell more than enough or enough financial products 70% of Ontario residents do not expect banks to pass along any potential savings to consumers if allowed to sell life/health insurance in their branches, higher than the national average of 66% 87% of Ontario residents trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees, slightly higher than the national average of 85% Page 7
11 Viewpoints of Québec Residents 89% of Québec residents believe banks have enough or more than enough information about them 69% of Québec residents are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches, higher than the national average of 65% 72% of Québec residents are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches, higher than the national average of 70% 81% of Québec bank customer residents do not want banks to use their banking information to try and sell them other products and services and 82% of Québec residents say they already have enough access to information about life and health insurance products, slightly higher than the national average of 81% 66% of Québec residents believe banks are not allowed to use their personal banking information to try to sell them other products, higher than the national average of 56%, and only 5% do not know if such a restriction exists, significantly lower than the national average of 15% 49% of Québec residents believe banks should be prohibited from coercive tied-selling but only 33% are aware that coercive tied selling is illegal under the Bank Act 32% of Québec bank customer residents believe that their bank does not have a formal complaint resolution process (or did not know) 74% of Québec residents do not support expanding banks powers to sell insurance in their branches 62% of Québec residents believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road 78% of Québec residents believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers, higher than the national average of 73% 83% of Québec residents believe banks already sell more than enough or enough financial products, higher than the national average of 81% 83% of Québec residents trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees Page 8
12 Viewpoints of Atlantic Canada Residents 91% of Atlantic Canadians believe banks have enough or more than enough information about them 62% of Atlantic Canadians are concerned about the amount of credit and personal information banks would have if allowed to sell life and health insurance in bank branches 67% of Atlantic Canadians are concerned whether banks would keep health information from their insurance applications separate from their banking information if banks are allowed to sell insurance in bank branches 84% of Atlantic Canadian bank customers do not want banks to use their banking information to try and sell them other products and services, slightly higher than the national average of 83%, and 80% of Atlantic Canadians say they already have enough access to information about life and health insurance products 54% of Atlantic Canadians believe banks are not allowed to use their personal banking information to try to sell them other products and 22% do not know if such a restriction exists, higher than the national average of 15% 67% of Atlantic Canadians believe banks should be prohibited from coercive tied-selling, higher than the national average of 61%, but only 30% are aware that coercive tied selling is illegal under the Bank Act 41% of Atlantic Canadian bank customers believe that their bank does not have a formal complaint resolution process (or did not know), higher than the national average of 35% 82% of Atlantic Canadians do not support expanding banks powers to sell insurance in their branches, higher than the national average of 78% 71% of Atlantic Canadians believe allowing banks to sell insurance in their branches will lead to fewer choices for consumers down the road, higher than the national average of 63% 72% of Atlantic Canadians believe the price of life and health insurance will stay the same or increase if banks are given expanded insurance powers 77% of Atlantic Canadians believe banks already sell more than enough or enough financial products 70% of Atlantic Canadians do not expect banks to pass along any potential savings to consumers if allowed to sell life/health insurance in their branches, higher than the national average of 66% 84% of Atlantic Canadians trust professional life and health insurance advisors to give more reliable advice about life and health insurance than bank branch employees Page 9
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