Smart choices start with award winning expert advice

I often finish this blog for Embrace Financial Services with some friendly words of wisdom… ‘Remember, smart choices start with expert advice – speak to your financial adviser to get the best for your financial future’.

And boy does that ring true. And nothing more so than last month when Embrace Financial Services won an award at the prestigious 14th Annual Legal & General Business Quality Awards.

The awards themselves launched in 2011 and recognise the protection insurance industry’s advisers and businesses who have delivered exceptional levels of customer service and keeping their customers happy.

Embrace were short-listed in the Outstanding Customer Outcome (51+ employees) category alongside L&C and Threshold Financial Services and went on to win the award.

So how did they do that?

Well, it starts with a simple but powerful idea: putting people first. Especially those who need a little extra care.

At Embrace Financial Services, supporting vulnerable customers isn’t just a box-ticking exercise – it’s woven into everything they do.

They take the fair treatment of all their customers seriously, but when someone’s in a more delicate situation, they make sure they’re fully supported to make confident, informed decisions that suit their personal circumstances.

Specialised training plays a huge part in making this happen.

Every member of the Embrace Financial Services team is trained to recognise when a customer might need additional support and to respond with empathy and care – whether that’s practical help or just a little extra time and understanding.

And clear communication is non-negotiable.

As you might already know if you have used their services, Embrace Financial Services make sure all of their information is easy to understand, jargon-free, and accessible – so customers never feel overwhelmed or left behind. The aim? To create a space where everyone feels respected, heard, and looked after.

And that people-first mindset doesn’t stop there.

Over the past year, they’ve launched several initiatives to raise the bar even higher – not just for customer service, but for their own adviser development too.

One standout initiative has been the launch of Embrace Financial Services Protection Academies. These were created to help their advisers become the best in the business – whether they’re just starting out or seasoned pros looking to refine their skills.

With Legal & General’s support, they ran a series of in-depth workshops focused on sales skills, product knowledge and personalised coaching. And as a result advisers left with tailored action plans and ongoing support to put what they’d learned into practice to help you even more.

And it doesn’t stop after one workshop. Every month, Embrace Financial Services advisers take part in short and sharp Knowledge Booster sessions – 30-minute deep dives into everything from underwriting to objection-handling. It’s a constant cycle of learning and levelling up.

They’ve also introduced something a bit different – a series of expert video sessions featuring interviews with their top protection advisers.

These candid, practical conversations have become must-watch material, offering real-world insights into prioritising protection, handling objections and staying focused on what really matters: you, the customer.

From engaging with customers to presenting the right solutions, every tip shared is designed to help advisers be their best.

Because at Embrace, it’s simple: when their advisers are empowered, you, their customers benefit the most.

And that, perhaps more than anything, explains how they managed to bring home the award. It’s about commitment, consistency, and never losing sight of why they do what they do.

So yes – remember, smart choices really do start with expert advice. And award winning expert advice? That starts with people who care. And that’s Embrace Financial Services.