Whether they are captive or independent, an agent’s primary role is to represent your interests. This includes introducing you to products that suit your needs and budget, helping you file your claims, and advocating for you in any dealings with the protection provider.

You need to be able to trust your agent. While it may not be easy to determine honesty levels during your first few discussions, some things to look out for include clearly explaining and providing all the information of the policies and certificates you’re interested in, sharing its pros and cons, letting you know up front what items and circumstances cannot be claimed against, and so on.

It’s always a good idea to have an agent you can easily reach, and if they’re dedicated to picking up your call round-the-clock or have partners you can refer to if they’re unavailable, even better.

While you do not need an agent to check in with you daily or even monthly – unless you are in the process of making claims – they should be proactive enough to see how you’re doing at least once a year, keeping you updated on your existing policy, and making upgrade recommendations if needed. Agents will usually get notified if a claim is made against your policy, and you’ll know your agent is a good one if they get in touch to find out if you’re ok.

Agents with good product knowledge means they’ve really done their homework, know the products they’re offering inside and out, and can help make informed suggestions on the products that best suits your needs.

An agent’s role goes beyond selling policies or certificates. They are your trusted advisor and problem solver, dedicated to helping you navigate your coverage needs with confidence and ease.

Insurance policies and takaful certificates require and include a lot of fine details. Good agents need to be thorough to help you get the best out of your chosen protection product.

An agent with several years of experience will have better product knowledge and will also be able to handle your claims better. But, if you’re willing to give a newbie a chance, make sure they have the right credentials. All agents in Malaysia must by licensed. Insurance agents must pass the Pre-Contract Examination for Insurance Agents (PCEIA) exams. They will then be licensed with Persatuan Insurans Am Malaysia (PIAM) for general insurance, or Life Insurance Association of Malaysia (LIAM) for life insurance. Takaful agents, on the other hand, must pass the Takaful Basic Examination (TBE) by Islamic Banking and Financial Institute Malaysia (IBFIM) and be registered with a takaful operator. There’s also special licenses for brokers issued by Bank Negara.

Don’t forget to check an agent’s references, including recommendations from previous clients, portfolio, online reviews, social media accounts, and so on. You want to know that your agent is helpful and legitimate to avoid any unwanted surprises.

Yes, being able to get along with your agent is important. Do you feel supported? Are they helpful? Are they receptive to your enquiries or are they always brushing you off? It’s completely ok to shop around until you find an agent you like.