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Have you had any issues with protection aftersales?

ended 18. June 2026

A Newspager has said that they have had issues with protection aftersales, calling them “shocking”.

She said: "We have a client who we have an obligation to make sure we cancel down their policy for the right reasons and don't disadvantage him and the insurer have so far taken since March just to give us the policy info as it was an unamicable split and his ex has the paperwork of their joint policy. 

"We now have a complaint in which is now going to take even bloody longer while they investigate that! It's just ridiculous as the client has provided everything they need but they are being complete dicks! 

“Complaints know they have issues (been going on for years) but nothing improves. It's all well us selling it but when aftersales is so poor across the board the reputation diminishes for the products and also for us as advisers.”

  • Do you agree with our Newspager? Have you had any similar issues?
  • Are aftersales a waste of time? Or are they just not working as they should?
  • Do you have any anecdotes about clients who had issues with them?

Responses by tomorrow.

2 responses from the Newspage community

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Editor
Michelle Lawson
Director at Lawson Financial
Any poor aftersales is usually demonstrative of the quality and calibre of the product and how much they care about the end user. With protection, many people don't see the value in it or think it never pays out which is absolutely to the contrary- circa 95-99% of claims are generally paid- me must change this perception. What we have to ensure as an industry is that aftersales isn't forgotten within a process. An individual's bad experience could result in them cancelling a policy out of frustration and leaving themselves financially exposed. We cannot let this happen- we should be ensuring that it is easy for people to get the information needed and keep their faith in the protection they have taken out and to ensure that they never feel it isn't worthwhile based on poor service alone. As an industry, we must do better at joining the dots and remembering why people take out the protection products in the first place which is to help them in their absolute time of need.
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Editor
Nouran Moustafa
Practice Principal & IFA at Roxton Wealth
I do not think protection aftersales are a waste of time. I think they are absolutely essential, but in too many cases they are not working at the standard clients and advisers need.

The sale is only one part of protection advice. The real value is when life changes: divorce, separation, moving home, changing beneficiaries, reviewing affordability, cancelling cover or making a claim. If providers make those moments slow, painful or unclear, it damages trust in the whole protection market.

Clients do not care how good the product brochure was if they cannot get simple information when they are stressed and vulnerable. Advisers are then left stuck in the middle, trying to protect the client while chasing basic admin.

My view is simple: aftersales should be treated as part of consumer duty, not an optional back-office function. Protection is built on trust. If the service collapses after the policy is written, the industry cannot act surprised when clients lose faith.