Why Human Connection Matters in the Claims Process

How an Income Protection Claim Reminded Me Why Financial Advisors Still Matter

Earlier this week, a claim we submitted on behalf of a client — a medical professional — was successfully approved. It was an income protection claim, designed to cover lost earnings due to a temporary disability.

And whilst the financial relief will go a long way in helping navigate the changes she's currently facing, what stood out most to me was something less tangible but deeply important: the value of human connection.

In today's increasingly digital and automated world, it's easy to forget that behind every insurance policy, claim, and approval, there are real people making real decisions — and real clients who need support, empathy, and guidance.

What Is Income Protection Insurance?

Income protection insurance is a crucial form of cover in South Africa that pays out a portion of your monthly income if you're unable to work due to illness or injury. Think about it for a moment, 'you are your greatest asset, and your earnings capability for that matter.'

This cover can provide much-needed financial security during tough times.

But it’s not just about having the right cover. It’s about making sure that, when life happens, there’s someone in your corner to help you through the process.

Its not just disability, it changes your life completely.

Why Having a Financial Advisor Matters

When this client reached out about her situation, we immediately started gathering the necessary documentation — medical reports, income statements, and policy details. Once submitted, I didn’t just walk away and hope for the best. I followed up at every stage: checking in with the claims department, ensuring that documents were received, clarifying any outstanding items, and ultimately staying close to the process until it was approved.

There are real people assessing claims — evaluating evidence, cross-checking details, and making decisions that impact lives. As financial advisors, we bridge the gap between our clients and these insurers. We ensure that things don’t fall through the cracks, and that your voice is heard.

More Than Just Paperwork — It's Personal

This wasn’t just another claim for me. This was someone going through an emotionally difficult chapter in her life, who needed someone to stand by her and make sure her best interests were looked after. That’s what financial planning is about — not just selling products, but being there when it counts most.

Final Thoughts: Human Connection in the Digital Age

If there's one thing I’ve learned (and continue to be reminded of), it's that human connection is more valuable now than ever before. As automation and AI reshape industries, the need for real, empathetic, hands-on support hasn’t disappeared — it’s only grown stronger.

When you work with a qualified financial advisor, you’re not just getting access to policies and products. You’re gaining a partner who will stand with you when life takes an unexpected turn — someone who will advocate for you, communicate with insurers, and ensure that you're not just another number in the system.

Need help with your insurance or income protection cover?

Get in touch with us today for a consultation. Let’s ensure that if life ever throws you off course, you’ve got someone in your corner.