Would you still be able to make a claim on your insurance if you don’t keep up your payments?
When clients answer this question incorrectly or say "Not sure", it often signals a gap in understanding the basic mechanics of how insurance works particularly the link between regular payments and policy validity. The good news is, a few simple tweaks in how you explain this during reviews or applications can go a long way.
Here are three coaching tips to help you boost clarity and confidence in client responses:
1. Anchor the Idea: “No payments, no cover”
Most clients assume their insurance is there just in case but may not realise that it only works if the payments continue. Bring this point to life with plain language like:
“Think of your insurance like a subscription if the payments stop, the cover stops too.”
You can also reference practical scenarios:
“If you missed a few months of payments and needed to make a claim, the insurer would almost certainly reject it the policy would have lapsed.”
Even if it feels obvious to you, make it explicit. Many clients have never had to claim and don’t instinctively connect payment with protection.
2. Use a check-in question to surface uncertainty
Sometimes clients are nodding along but not fully tuned in. Try this question mid-way through your explanation:
“If you stopped paying this tomorrow, do you know what would happen to your cover?”
This lets you gently test and reinforce their understanding without putting them on the spot. If they hesitate, it gives you the chance to reframe and clarify.
3. Reassure, but make the rules clear
Clients might worry about missing one payment by accident. It’s helpful to explain that insurers usually allow a short grace period but that doesn’t mean they should get complacent:
“Most insurers will give you a window to catch up if a payment’s missed, but if the policy lapses, they aren’t obligated to pay out. It’s crucial we keep things up to date.”
Pair this with practical reassurance, for example, setting up a direct debit, or checking their bank details are current.
Summary: Build clarity, not assumptions
To reduce "Not sure" responses and improve accuracy:
Make the link between payment and cover crystal clear.
Ask check-in questions to test and deepen understanding.
Reassure around short-term hiccups, but emphasise that keeping payments up is non-negotiable if the policy is to stay valid.
A client who knows their policy won’t work without payments is more likely to keep up with them and give a confident “No” to this question.