Who Helps You When Your Insurance Agent Is Gone?

Some years ago, I was introduced to a client for retirement planning. He's a stage 4 colon cancer survivor. Thankfully, today he's healthy and well.

During the retirement planning process, i found out he had a whole life policy which provides coverage for major cancers

So i asked, why didn't you make a claim?

He replied, "my agent say cannot claim"

Fast forward, i submitted the claim for him, along with justifications for the late submission. His insurer paid out and that pool of money forms part of his retirement portfolio

As i write this, I am helping another person with a cancer claim. Why?

Her agent is no longer around and she asked for help.

Can people submit claim without assistance? Of course.

But would most people want to navigate policy wording, fill up paperwork while simultaneously going through the emotional and physical toll of a cancer diagnosis?

From my experience, usually not.

I suppose, that's one reason many people still purchase their insurance from a human, so that they can get help when it's needed.

Or maybe, it's also because regulator and insurers has yet to allow DIY purchase for simple product like an integrated shield plan

Let's suppose you had the option to DIY, but you chose to buy from a person, is it healthy to expect your agent to help with claims when you need it?

In some facebook group, you'll find many others in the similar situation.

Their agent has left or have gone unresponsive.

What's happening? Isn't the agent suppose to be around?

Many people assume that buying insurance comes with lifelong servicing.

Interestingly, that’s not actually written into the insurance contract.

It’s simply an expectation that most customers naturally have.

And when that expectation isn’t met, people get frustrated.

So what are your options?

Solution 1 : Call up the insurer call centre and get re-assigned

As you can see from the above, anonymous participant didn't manage to get a re-assignment.

Even if another agent is assigned, they have zero incentive to be involved.

Remember, most financial advisors are self-employed and not salaried employees

Solution 2 : Find a friend or another person through word of mouth

That's how people like me got involved, but then another question arises.

Is it reasonable to expect another adviser to spend time handling claims for free?

Probably not.

Solution 3 : Claim yourself or get a family member to help out

If this has been the plan all along, why can't customer buy insurance on their own?

Because the system does not allow. How weird!

We are in 2026, we can invest, we can open a bank account online but we cannot buy the most basic insurance.

I don't expect this article to change anything, but i hope it can manage your expectation towards "service", so you can spare yourself from future disappointment.

Given the turnover rate of the insurance industry, many agents will not be around when you need help.

It'll be healthier to treat help as a bonus rather than a given.

With that said, why are agents being paid?

Agents are paid upfront commission from "selling" and recurring commission for "servicing"

If they are not servicing, then perhaps they should not be paid.

For agents who left, the policies under their care usually gets reassigned to their manager. So why are their manager getting paid?

If a policy ultimately reaches no one's care, then shouldn't we as customer have the option to transfer these "servicing" fee to a new guy or pay a lower premium?

Insurance is a promise to pay.

For many families, having someone to guide them through one of life’s most difficult moments can matter just as much as the policy itself.

All i can say is, the incentive structure of the insurance industry remains misaligned to customer's interest.