How authenticity and trust redefine the role of insurance agents in today’s world.
SINGAPORE:
Insurance agents often evoke mixed feelings—they can be seen as either invaluable allies in times of need or unwelcome intrusions into daily life. Encounters with agents range from polite refusals at MRT stations to awkward conversations with long-lost acquaintances pitching policies.
For many, the perception of insurance agents is shaped by a single critical moment: when they finally need to use their policy. In those instances, trust becomes the cornerstone of the relationship. But building that trust, especially in an industry often viewed skeptically, can be challenging.
“I Want My Clients to Feel Like Family”
For seasoned insurance agent Eile Goh, who has been in the industry for over two decades, trust is paramount. “I’m going to do this for life,” she says. “Whoever comes through my doors, I want us to be like family until the day I’m no longer around.”
Eile’s approach contrasts sharply with traditional cold-calling and roadshows, which she avoids entirely. Instead, she focuses on cultivating meaningful, long-term relationships with her clients.
Similarly, Dickson Soh, a younger agent, views his career as a means to support his family and help others navigate their financial journeys. Inspired by his uncle, a veteran in the industry, Dickson says, “I want my clients to achieve the lifestyle they want. With proper financial planning, it’s possible.”
“Financial Freedom” Beyond the Buzzwords
The idea of financial freedom often comes up in discussions with insurance agents. While it may sound like a sales pitch, Eile and Dickson view it as deeply personal and unique to each client.
“For some, freedom is flying business class; for others, it’s a bus ride to Malaysia,” Eile explains. “My job is to look at the numbers and help you achieve your version of happiness.”
Dickson agrees, emphasizing the role of proper planning: “Financial freedom means being able to do what you love with the people you love. It’s not just about money but also the time and flexibility it affords.”
Facing the Stigma of the Profession
Both agents acknowledge the skepticism surrounding their work. Eile recalls the negative perceptions she encountered early in her career and the importance of disarming such notions with authenticity.
Dickson, who spent ten months working at roadshows, shares his experience with rejection and prejudice. “One uncle loudly said insurance people always cheat money. I spent two hours talking to him, trying to understand his frustration,” he recounts. “It’s crucial for us to do our due diligence because one bad experience can taint the profession.”
The Human Element
At its core, insurance is about preparing for the unexpected. Eile vividly remembers helping a close friend navigate her health insurance during a medical crisis. “It’s not about the policy but the assurance you can offer someone when life gets tough,” she says.
For Dickson, the motivation to enter the industry was personal. Raised by a single mother, he wanted to ensure financial security for his family. “Money is important, but it’s not everything. What matters is being able to provide and enjoy life with loved ones,” he reflects.
Rethinking Insurance
While the industry may have its skeptics, agents like Eile and Dickson show that insurance is more than just policies and commissions. It’s about trust, empathy, and helping clients achieve peace of mind.
For those considering working with an insurance agent, the key takeaway is simple: Look for someone who values relationships over transactions—someone who sees you as a person, not just a client.
