Just Covered

In this episode of Just Covered, Wayne and Hazel celebrate 20 years of partnership with Mortgage Matters, joined by Amelia and Chris. Amelia, a mortgage and protection specialist, and Chris, mortgage services director, share how protection has become second nature in every client conversation.

In this episode, Amelia and Chris cover:

• Why protection should never be treated as an add-on to a mortgage, but part of the same conversation.
• How to make protection conversations feel human and honest, rather than a sales pitch.
• The retention reviews that catch changing client circumstances years after a mortgage completes.
• Real client stories, including hard-hitting claims, that show exactly why the conversation matters.

With two decades of partnership behind them, it's clear Amelia and Chris are building trust one honest conversation at a time.

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Ignite - Ignite | Mortgage Technology | Legal & General

In this episode of Just Covered, Wayne and Hazel catch up with Victoria Cable of Advanced Wealth Management, a partnership practice of St James's Place. Victoria shares her journey from admin assistant to qualified financial adviser, and how she's built trust with clients despite being one of the youngest in the room.

In this episode, Victoria covers:

• How starting out in a back-office role gave her a head start in understanding the full client journey.
• Meeting client scepticism about her age head-on, and turning it into a trust-building advantage.
• Why corporate education and financial literacy in schools are causes she's genuinely passionate about.
• Her take on AI's growing role in advice, and why long-term relationships are something no algorithm can replace.

It's a refreshingly honest look at building a career, and a client base, as a next-generation adviser.

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In this episode of Just Covered, Wayne catches up with Hazel Johnston, returning to the podcast after a year of maternity leave. Hazel reflects on how becoming a parent has reshaped her perspective on advice, sharpened her focus, and deepened her commitment to championing women, and new parents of all genders, in the industry.

In this episode, Hazel covers:

• Why coming back to a high-pressure role after having a baby made her more focused and efficient, not less.
• Why championing female advisers, and giving new parents more grace, matters to the industry as a whole.
• How her team is upskilling on protection to give advisers one trusted source of expertise across pensions, annuities and protection.

With honesty and energy, it's clear Hazel is bringing fresh perspective back to the advice conversation and gearing up for a big year of change ahead.

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In this episode of Just Covered, Wayne and Clodagh catch up with Edward Durell, Managing Director of Cover Direct. 

Cover Direct specialises in advised personal and business protection as well as group risk and private medical insurance, as a predominantly referral-based model. He shares his career journey, from chartered accountancy and digital marketing, to founding Cover Direct. 

Their referral service is built for busy advisers, for those who aren’t protection experts, those who don’t have a large panel, or who have complex cases to handle. “We’re not trying to be the biggest, but trying to be the best,” he says. 

In this episode, Ed covers:

• Why Cover Direct works on a booked call-basis with clients, and why he believes an effective, familiar referral journey can make or break a sale.
• Protection as a fundamental part of financial resilience.
• How Ed’s hero moment happened early on in Cover Direct’s history.

With Ed’s strategies and business ethos, it’s clear he’s building a business based on transparency and respect. 

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Ignite - Ignite | Mortgage Technology | Legal & General

Jo Pocklington, Director of Strategic Growth at Alexander Hall, talks to Wayne and Clodagh about the importance helping advisers embed protection into their mortgage conversations.

After transforming the front-end customer journey for mortgages protection at Alexander Hall, Jo shares how building a compelling process can help get the protection conversation started early and help convince customers of its value.

This episode also covers:

• Showcasing adviser belief and the power of ‘why’ through real-life case studies.
• How active listening and customer journey analysis can reveal why customers object and ensure advisers continuously improve.
• The need for better customer education on protection as early as the school years.

This episode will underscore the crucial role advisers have in replaying the value and need of protection to customers, and the most effective ways to do it.

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Ignite - Ignite | Mortgage Technology | Legal & General

What if the way you’ve always advised isn’t the best way to achieve great outcomes for your customers?

Ash Borland is a mortgage broker business coach disrupting the traditional financial advice model. A former mortgage broker, Ash turned to teaching brokers to attract and retain clients using a process that’s based on behavioural economics, neuromarketing and social selling. The result? His clients see six-figure turnovers and better outcomes for their customers.

In this episode, Ash talks to Wayne and Clodagh about how he went from working as a broker in a well-stocked pool to becoming an independent coach figuring out how to generate business leads. He shares some of the processes he teaches to financial advisers, including his pre-frame, frame and reframe approach.

Also in this episode:

• The financial resilience check Ash believes every adviser should do.
• The ‘showing, not selling’ mindset of protection conversations, and how to do it.
• Ash’s career challenges, regrets and hero moment.

Listen now to be inspired by Ash’s enthusiasm and proven successes that could inspire a new approach to financial advice.

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Ignite - Ignite | Mortgage Technology | Legal & General

Wayne and Clodagh are joined by Elizabeth Bird of Chronos Wealth and Andrew Teeman of Mortgage Advice Bureau, to talk all things high-net worth financial planning and later life lending.

Elizabeth and Andrew have a shared history – both work in finance, and both have been through divorce. Their careers have brought them together both personally and professionally, and the pair work together to add value to their clients’ financial planning. Both say their understanding of divorce allows them to have great empathy of many of their clients’ situations, impacting how they give their advice and run their businesses. “It’s an art,” says Elizabeth.

In this episode, Elizabeth and Andrew highlight the common difficulties facing high-net worth clients, the upcoming changes to inheritance tax, and the need for careful, early planning. They also talk about the shifting realities of retirement: “It’s never been harder to get older and retire,” says Andrew.

Elizabeth and Andrew also talk about:

• How good financial planning can bring a client’s financial future to life, showing them the ‘why’ of advice.
• The need for early financial education for children – and girls in particular – and the positive impact that can have on financial priorities and how we manage our money as adults.
• The power of telling clients you need to refer. “The best person isn’t always me,” says Elizabeth.

Elizabeth and Andrew prove that good advice is about understanding both people and money.

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Ignite - Ignite | Mortgage Technology | Legal & General

Big news! The Just Covered Podcast is adding a new voice you won’t want to miss. Say hello to Clodagh Morris, National Sales Director - here to deliver expert insights, real‑world stories, and conversations that make a difference. 

Stay tuned for your next must‑listen episode.

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Ignite - Ignite | Mortgage Technology | Legal & General

Nathan Wootton’s passion for a watertight customer journey fizzes in this episode of Just Covered. 

As Operations Director of Waddle, Nathan spends most of his time educating his advisers on how to educate their customers. And it’s not about the product – that doesn’t come for a long, long time, he says. 

Instead, making sure advisers can be the architects of effective conversations, without anxiety around the difficult parts, is key to building rapport, eliminating customer confusion, and gaining long-term customer trust for every part of their life journey.

In this conversation, Nathan gives a glimpse into how award-winning Waddle does business – from having its own claims department, to its four-hour protection conversation with customers. Everything here is about making sure the customer knows exactly what they’re getting with their policy and beyond.

Nathan also shares:

• The factors contributing to the protection gap and how advisers can help to close it.
• The importance of customer storytelling, and the rite of passage of an adviser’s first claim.  
• The daily habit that keeps Nathan grounded and striving for constant improvement.

This conversation is sure to fire you up and inspire how you think about customer connection.

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Ignite - Ignite | Mortgage Technology | Legal & General

Emma Vaughan, Managing Director of Omni Protect, brings warmth and candour to this episode of Just Covered. She talks to Wayne and Georgia about her journey through financial services, and the pivotal moment very early in her career that’s kept her steadfastly committed to protection – particularly income protection.

Emma explains her role running the protection division Omni Protect, where she helps advisers with every kind of protection need. She talks about why education is still essential where many advisers still avoid the protection conversation. Plus she shares her insights on adviser mindsets and skillsets, protection opportunities and building client trust.

Wayne, Georgia and Emma also discuss:

• The importance of sales quality and Emma’s top tips on how to ensure firms keep on top of it.
• Examples of how AI can drive efficiencies for advisers, and the ways in which Omni is trialling its use – without losing the human touch.
• The post-budget protection opportunities for advisers including tailored support for more effective protection sales.

This conversation is a great reminder of how protection should underpin everything an adviser does. And Emma’s personal stories shared during this episode underscore her drive for its wider adoption. 

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