Your insurance adviser left. What should you do next?

First, separate the policy from the adviser

Your policy is a contract with the insurer. An adviser’s departure may change who assists you, but it does not automatically change the policy benefits, premium obligations or claim process.

Check the latest statement, premium due date and insurer’s official contact details. Ask whether a servicing representative has been assigned, what that person can assist with and how you can obtain documents or submit a claim directly.

Verify before sharing personal records

Ask the representative for their full name, representative number and financial institution. Check the details in the MAS Financial Institution Representatives Register, then confirm the servicing assignment through contact details obtained independently from the insurer.

Do not send NRIC copies, medical records, policy statements or financial information merely because someone knows your policy type or previous adviser’s name.

Decide what kind of servicing you want

Agreeing on expectations prevents both silence and unnecessary contact. The right level can change when your family, employment, health or finances change.

Use the first meeting to recover the policy story

Bring the policy schedule, latest statement, premium details and any claim or servicing correspondence. Ask four questions: What does the policy do? What has changed? Is anything urgent? What can remain untouched?

A useful first review can simply produce an accurate inventory, updated contact details and one agreed next action. It does not have to result in a purchase.

Treat a replacement proposal as a separate decision

If someone recommends cancelling or replacing a policy, request the reasons and comparison in writing. Check surrender costs, lost guarantees or benefits, fresh underwriting, exclusions, waiting periods and the point at which new cover becomes effective.

Keep existing cover in force until you understand and accept the transition risks. Review an older investment-linked policy using the ILP decision framework, rather than judging it only by current value.

Pause if the conversation starts with these red flags

• Pressure to sign before your existing documents are reviewed.
• A request to send sensitive records through an unverified channel.
• A promise that a new product will definitely outperform or solve every issue.
• No written explanation of what you lose by surrendering or replacing.
• An adviser who discourages you from confirming their identity with the insurer.

Choose one manageable next step

Start with one policy and one question: servicing, coverage, affordability or investment performance. If the wider concern is how much you are paying across several policies, continue with the insurance needs and budget guide.