In the complex world of financial planning and insurance, the foundation of a successful advisor-client relationship is clarity. For Jerrick Eng, the crucial conversations happen before the policy is signed. His approach isn't about the hard sell, it's about establishing two non-negotiable discussions that he has with every single client. 

"I see many advisors focus solely on features and benefits," Eng shares. "But that's putting the cart before the horse. My job is to prevent misunderstandings and set a tone of mutual respect and long-term partnership. These two steps are non-negotiable for me because they address the two biggest reasons policies fail — financial strain and unmet service expectations." 

 

Non-negotiable 1: The "What If You Don't Pay?" discussion 

The first critical conversation Eng initiates will directly address the policy's sustainability and potential lapse. This often-uncomfortable topic is key to protecting the client's financial future. 

"I call this the Stress Test Discussion”, he explains. "I don't just ask about their current ability to pay; I ask about their worst-case scenario ability. What if they lose their job? What if they face a sudden, large expense? We map out the policy's grace period, the automatic premium loan (APL) feature, and the exact steps to re-instate a lapsed policy." 

He recounts a young cybersecurity expert who was eager to secure a high-coverage investment-linked plan. "He was earning well, but his job security was a concern in his industry. I sat him down and said, 'If you're retrenched, how many months can you sustain this premium without touching your emergency fund?' We realized the premium was too high for his risk profile. We adjusted it down to a more sustainable level, incorporating a lower, guaranteed-renewable term plan alongside a smaller investment component. This reduced his initial premium by 30%. He was initially disappointed, believing less premium meant less success.  

"Six months later, he called me. His company underwent massive layoffs, and while he was safe, he saw colleagues scramble, worried about keeping their policies active. He realized the lower, sustainable premium gave him peace of mind and financial flexibility. He later thanked me profusely and became one of my best referral sources. That conversation saved his policy and cemented our trust. I would remind advisors that a policy that lapses does not help the client or your career." 

 

Non-negotiable 2: The "When I Leave" discussion 

The second non-negotiable addresses the unspoken expectation of his role and its limits. This discussion sets clear boundaries for service, claim expectations, and communication. 

"I tell every client: 'My service to you has two parts. The good times and the bad times. Let's talk about the bad times first.” 

This involves detailing his exact role during a claim: 

1. The Scope: While he facilitates, advises on documentation, and tracks the claim, but the final decision and timeline are governed by the insurer.
2. Required Documents: A clear checklist of documents (such as Death Certificate, Medical Report, original policy contract) that the family needs to be aware of and have access to.
3. The Backup Plan: Who to contact if he is unavailable (e.g., office number, team leader, the insurer's 24-hour hotline). This manages the panic that often accompanies an emergency. 

Eng recalls, "I had a client whose spouse passed away suddenly. Because we had this 'When I Leave' discussion during their policy purchase, the family immediately knew the few key documents they needed to gather before calling me. There was no panic, no frantic questioning about procedures. They followed the steps we had mapped out. 

"It allowed me to move straight to processing the claim, providing genuine emotional support rather than being just an administrative clerk fielding basic questions from a distressed client. The claim was processed smoothly because the required paperwork was already prepared in advance. This experience reinforced to me that defining the service horizon is the ultimate act of professionalism. It transforms a tragic, stressful event into a manageable process." 

Eng firmly believes these proactive, sometimes challenging conversations differentiate a transactional insurance agent from a true financial advisor. "It’s about trust. When you address the potential pitfalls and the hard realities upfront, you build a relationship based on honesty, not just optimism. For fellow MDRT members, remember, “the best policy is the one that is understood, sustainable, and performs exactly as expected during the crisis. That clarity starts with the non-negotiable conversations." 

 

Contact: MDRTeditorial@teamlewis.com