2022 NA Needs-Based Selling With Customer Fact-Find (Conventional)

Needs-Based Selling with
Customer Fact-Find
January 2022
AIA confidential and proprietary information. Not for distribution.
AIA confidential and proprietary information. Not for distribution Needs-Based Selling with CFF Ver 1.3 dated 16.12.2021
Needs-Based Selling
with
Fact-Find
AIA confidential and proprietary information. Not for distribution. Needs-based Selling with Customer Fact-Find Ver 1.1 dated 15.06.2021
Disclaimer
For internal staff and agent training only. This document is

not a sales material and cannot be used for circulation to
prospects. This presentation is purely a training tool for
purposes of the AIA (M) Bhd internal agency training
programmes. This presentation is not to be used
directly/indirectly for soliciting insurance business,
policyholder services and/or facilitating any other form of
communications with external parties whatsoever.
Whilst AIA Bhd has taken all reasonable care to ensure
that the information contained in this presentation is not
untrue or misleading at the time of publication, we
cannot guarantee its accuracy or completeness. You
should not act on it without first independently verifying its
contents. Any opinion or estimate contained in this
presentation is subject to change without notice.
Needs-Based Selling with Customer Fact-Find
Target Audience:
All agency force who wish to acquire basic insurance
knowledge and concepts and how to apply the needs-
based selling approach.
CPD Hour Time

Rules
Anytime Focus
1 CPD hour Learning Learn
(e-Learning) Enjoy
Learning Objectives
At the end of the programme, the participant will be able to: -
1. Understand the different needs at different life stages and the

importance of prioritizing your customer Needs and Wants
2. Understand the client’s Life Priorities and Needs through the use
of the Customer Fact Find Form
3. Know how to gather the relevant information for a financial need
analysis
4. Know how to analyze the information gathered and identify the
protection gap.
The Buy-Sell Model
Why People Buy?
CREATE BUILD
CLOSING OPENING
URGENT TRUST
HELP NEEDS
SOLUTIONING PROBING
OFFER DISCOVER
How to Sell?
Understanding Needs & Wants
Maslow’s Hierarchy of Needs
Self
Actualization
Morality. Creativity,
Spontaneity, Acceptance
Self- Esteem
Confidence, Achievement,
Respect of Others
Love & Belonging
Friendship, Family, Intimacy, Sense of Connection
Safety & Security

Health, Employment, Family and Social Stability
Physiological Needs
Food, Water, Shelter, Clothing, Sleep, Breathing
Needs vs Wants
Needs are things that you must have to survive,
you cannot do without it.
Food Clothing Shelter
Needs vs Wants
Wants are things we would like to have, not absolutely

necessary but would be nice to have.
Luxury House Sporty Car
Needs vs Wants
A Financially Smart person will focus his money on which first?
Needs Wants
Needs vs Wants
Immediate Needs
Immediate Needs ensure you can survive for TODAY
Food Clothing Shelter
Needs vs Wants
Future Needs
Future Needs ensure you can survive for TOMORROW
INSURANCE is the BACK-UP PLAN to ensure you survive

Tomorrow when unforeseen events strike.
Income
Medical &
Protection
Hospitalization
Expenses
Children’s Education Retirement

Fund Planning
Needs vs Wants
Our Needs in Life
To be happy and fulfill our desires, we need
+
TIME MONEY
Needs vs Wants
Time & Money – Limited Resources
If Time & Money were unlimited, we
can fulfill all our wants (desires).
However, in the real world, Time &

Money are limited, that’s why we
need to prioritize the use of our
resources.
If uncertainties in life strike, and

our limited resources are not
enough, how will we support
our family?
Needs vs Wants
Understanding Life Stages
Understand the Life Stage Events and Protection Needs
Retirement
Estate Planning Savings
Hospitalization Education
Savings
for Child Planning
Hospitalization Family Income
Savings
for Spouse Protection
Hospitalization Critical Illness Savings
Young Life Stage Senior

AGE 0 - 20 21 - 29 30 - 40 41 - 60 61 and above
Young & Single Building a Family Established, Retired
Career Peak
Needs vs Wants
Future Needs
How is Insurance a Need?
❖ It provides for an immediate contingency fund in the event

unfortunate events happen when we need it the most.
❖ It gives peace of mind so that our family continues to survive

today and tomorrow.
Family Income Hassle-free Lifestyle

Continuation Medical Maintenance
in the event of Treatment in the event of
death of in the event of critical illness or
breadwinner illnesses hospitalization
Needs vs Wants
Immediate Needs and Future Needs
By focusing on your IMMEDIATE NEEDS & FUTURE

NEEDS you are building a strong financial foundation.
FINANCIALLY
Needs vs Wants
Meeting Immediate & Future Needs
❖ Having Insurance as a back-up plan to meet your
Immediate and Future Needs is critical.
❖ To identify customers’ unique and specific needs, an

effective method is by using the Needs-Based Selling
approach.
NEEDS
SOLUTIONS
Needs vs Wants
Identify Financial Needs
FINANCIAL FREEDOM PEACE OF MIND
Needs-Based Selling
Needs-Based Selling
Identify Customer’s Needs
Key to successful sales is to first
IDENTIFY
CUSTOMER’S
NEEDS
Needs-Based Selling
Six Steps of Financial Planning
1. Establish
Financial
Goal
6. Regularly 2.
Review Determine
Financial Current
Plan Financial
Situation
SIX-STEP
FINANCIAL
PLANNING
5. Take 3. Analyze
Action to and Identify
Implement Shortfall
4.
Customize
Solution to
Suit Needs
Needs-Based Selling
Some Disturbing Data…

Average annual income
of Malaysians
▪ The average sum assured is RM50,000 RM94,800 **
This
▪ On average a family of 5 needs at least Means
RM553,000 to survive for the next 5 years
if the breadwinner is no longer around. *
Insurance only
protects 0.52 years of
annual income
Is this Financial
Penetration Rate = 55% ***
Freedom and Which means one in two Malaysians
has no insurance protection
Peace of Mind ? Source: * The edgemarkets.com, Feb 14, 2020
** www.dosm.gov.my 2019
*** insurancebusinessmag.com, Sep 2019

Needs-Based Selling
Some Economic Trends in Malaysia:
Average Inflation Rate (2019) : 3.5%1

Average Salary Increase (2019) : 4-5%2
Average Medical Inflation (2019) : 11-15%3
With the slower rise in wages compared

to inflation, consumers continue to be
burdened by higher living costs.
Source:
1 - Average annual inflation by decade (2010-2018) – InflationData.com (2019)
2 – Bernama Sep 17, 2020
3 - www.infocus.wief.org 2019
Needs-Based Selling
The Journey in Life has….Ups and Downs
Money is needed to finance all our goals in life
Retire
Buy House Marriage Children Savings Comfortably
Education’s
Get Sick Permanently Death

Accident Critical Illness
Disabled
Money is also needed to finance the

unfortunate incidents in our life.
Life insurance lessens the financial risks of negative events
Needs-Based Selling
Malaysian Trends…..
Children EDUCATION
Education’s • *It costs at least RM40K/year to study in
Malaysia. A 4-years education will cost at least
RM160K.
• It costs more overseas: Australia, UK, US. At

least 6 to 7 times more.
SAVINGS
Savings REAL LIFE DATA ON AVERAGE MALAYSIAN
SAVINGS
Average Savings of Malaysian = RM8,000

Average household expenses = RM4,000
Household Expenses cannot last more
than 2 mths if breadwinner loses his job
Source: * Department of Statistics Malaysia 2017
** LIAM Report 2017
Needs-Based Selling
Malaysian Trends…..
RETIREMENT
Retire
Comfortably
*Statistics: More than 68% of the EPF account holders
have less than RM50K in their account at age 54
Most of us can live to 80 years old.
- If you retire at 60 years old, you will need at least
RM500K to retire with RM2K/mth for 20 years.
*MALAYSIAN MORTALITY
MALE – 72.5 years old
FEMALE – 77.4 years old
PROTECTION: REAL LIFE DATA

Protection
Population of Malaysia = 32.6 million
Average SA per capita = RM50,000
Average Income = RM94,800
Insurance can only protect < 1 year's income!
Penetration Rate = 55%
One in Two Malaysian has no insurance protection!
Source ** www.dosm.gov.my 2019
*** insurancebusinessmag.com, Sep 2019
Wealth Protection
4 Main
Wealth Wealth
Distribution Accumulation
Wealth Preservation
Sales Journey
December 2021
Sales Journey
Policy After
Solicitation Presentation Application
Delivery Sales
Licensing
(PCE, CEILLI,
TBE, AIA Coded)
*Refresher
Training
(non rookie only)
Mandatory
Training
AIA confidential and proprietary information. Not for distribution Needs-Based Selling with CFF Ver 1.3 dated 16.12.2021 30
Sales Journey
Policy After
Delivery Sales
• Business • Disclosure • Sales

Introduction
Fact Finding
Recommendation
Card Option Illustration
• Ensure • Life priority • Based on

confidentiality needs
• CFF Form
• Service • Product
Guide • * Vulnerable features
Customer
• AIA materials
• Existing
policies
* Age, language proficiency and education level are used to determine if the prospect is a “Vulnerable Customer” - a
person who may not fully understand the insurance product purchased due to being elderly (60+), have low level of
education (primary school), not being proficient in the language of the policy contract (Eng / BM) or is intellectually
impaired.
Sales Journey
Policy After
Delivery Sales
1) To provide business card with brief introduction of AIA

and products available for LP to sell
• Business 2) To •assure • Sales provided will be

prospect that information
Fact Finding
Introduction
Disclosure
Recommendation
Card kept Option Illustration
confidential before asking for personal details
• Ensure • Life
3) To go priority
through • Based on
the Service Guide
confidentiality needs
• CFF
4) Only Form
use AIA approved materials for presentation
• Service • Product
Guide • * Vulnerable features
Customer
• AIA materials
• Existing
policies
Sales Journey
Policy After
Delivery Sales
1) To ask and explain to prospect the 3 Disclosure

Options
• Disclosure prospect’s life priorities and explain the purpose

• Sales
2) To ask
Fact Finding
iness
Recommendation
d Option Illustration
and how it linked to the recommendation
ure • Life priority 3) To •conduct

Based onfact find using CFF Form, explain the
identiality needs
importance of the form, questions in the form and
• CFF Form reminded prospect to ensure the information was
vice • Product
correct before finalizing
de • * Vulnerable features
Customer 4) For Vulnerable Customer, to inform that prospect
materials would receive a welcome call after policy issuance and
• Existing recommend to get a trusted person to attend the sales
policies process together with prospect
5) To ask for existing insurance policies to understand the

need
Sales Journey
Policy After
Delivery Sales
1) To complete fact find before recommendation
2) To highlight figures in sales illustration are base on

closure • Sales assumption and not guaranteed
Recommendation
ion Illustration
3) To explain how the product suites prospect’s needs
priority • Based on and circumstances
needs • Don’t encourage Replacement
F Form • Don’t offer any rebates, gifts or incentives not
• Product offered / approved by AIA
ulnerable features
stomer 4) Explain the recommended product, including
• coverage,
sting • sum assured,
cies • premium amount,
• number of years of premium payment,
• sustainability of policy with current premium,
• warning, exclusion, limitation and disclaimers,
• fees and charges
5) Use layman terms (that are not too technical)

Sales Journey
Policy After
Delivery Sales
Payment frequency
To choose investment fund and explain details of fund, If investment funds chosen does not
match the investment risk tolerance, to inform on the unmatched risk tolerance. Provide fund
fact sheet and explain investment objective, past performance and associated risks of fund
Finalize application form
Witness signing
Premium payment
Sales Journey
Policy After
Delivery Sales
Policy
delivery &
inform
Welcome
Call
After
sales
service
Policy
Acknowledgement
Customer Fact-Find Form (CFF)
Tool to Discover Customer’s
Financial Planning Needs

Balanced Score Card Weightage Changes
• The BSC KP1 2 weightage has been increased to 20% as shown below.
• Hence, with the increased weightage, there should be more emphasis
on obtaining more CFF Option 1 or 2)
2020
KPI 1: AFYP 50K OR 12 Cases 30% REMOVED
KPI 2: CFF (Option 1 or 2) 15% 20%
KPI 3a: D1 Persistency 15% 25%
KPI 3b: D2 Persistency 15% 30%
KPI 4: Complaints 10% 10%
KPI 5: CPD hours 15% 15%
KPI 2: CUSTOMER FACT FIND
Score
Weightage
KPI Year Downside Normal Upside
(%)
50% 75% 100% 125% 150%
2019 CFF 10% 15% 20% 25% 30%
KPI 2 : CFF completion

20 CFF 50% 60% 70% 80% 90%
for option 1 or 2
2020
Additional
- 12 Cases or 30K ANP
Requirement
KPI 2 will be based on current year achievement.
• To increase more CFF completion for Option 1 or 2 as the weightage has been
increased
Example: 12 cases – 70% cases under Option 1 & 2 and score 100% of 20% weightage
and if 90%, then score upside 150% of 20% weightage
• Do more and score more for your BSC!
Customer Fact-Find - At A Glance
Section of the CFF Objective Option 1 Option 2 Option 3
Part 1: Disclosure of Life Planner (LP) to disclose the insurer he

Intermediary’s Status represents and the range of advice and products
and Customer’s Choice he is allowed to sell. √ √ √
LP to identify the prospect’s financial protection

Part 2: Potential Areas concerns and customer prioritizes them from the
for Discussion greatest concern (score 1) to the least concern √ √ √
(score 6)
Inform prospect his choice to choose either one

of:
Option 1: Customer will disclose ALL information
requested in the CFF- full completion of the fact-
find where the customer wishes to receive the
Part 3: Customer’s LP’s recommendation on product suitability.
Choice Option 2: Customer wishes to disclose partially √ √ √
information requested in the form-
Partial completion of the fact find where the
customer wishes to receive LP’s recommendation
on product
suitability but understands the recommendation is

limited by the information provided by the
customer.
Option 3: Customer wishes to receive product
information only and does not want to disclose
Part 3: Customer’s any information requested in the CFF- a non-
Choice advised sale where no product recommendation √ √ √
is made to the customer. However, the LP must
provide sufficient product information to the
customer to enable him to make an informed
decision as to whether it meets his own needs.
To obtain sufficient relevant information on the

Part 4: Personal Details customer before advising/selling life √ √ √
insurance/takaful products.
To obtain sufficient information on the customer’s

Part 5: Financial
Statement
financial circumstances to identify his financial √ X X
needs and priorities.
Section of the CFF Objective Option 1 Option Option
2 3
To identify the current insurance/takaful coverage
Part 6: Financial (what and how much) the customer already has and
Statement Policies/ take this into consideration when recommending √ √ X
Takaful Certificates solutions.
To take reasonable care to ensure recommendation is
Part 7: Financial suitable to customer’s needs, priority and affordability.
Analysis * Note: iPoS requires LP to complete minimum 2 priorities from √ √ * X
Potential Areas of Discussion in the Financial Needs Analysis
section
To know the customer’s investment preference which
Part 8: Investment
Risk Preference
indicates his risk tolerance which will influence the √ √ X
recommended solution.
Explain to the customer so that he understands the
Part 9: recommended solution and how it meets his protection
Recommendations needs, affordability based on the relevant facts √ √ √
and Reasons disclosed.
LP advises customer of the consequences of
terminating an existing policy/takaful certificate and
Part 10: Replacement substituting it with a new policy purchased. Explain the
Policy/Certificate consequences such as termination charges, entry √ √ X
Consideration charges, duplication of initial costs and any loss of
benefits
AIA confidential and proprietary information. due to ROP.
Not for distribution Needs-Based Selling with CFF Ver 1.0 dated 1.1.2021
Inform customer all information disclosed in the

CFF is kept strictly confidential for the only
purpose of making recommended solutions suited
Part 11: Intermediary’s to the customer’s needs. Explain the product
Declaration and features and benefits so that customer √ √ √
Acknowledgement understands and is able to make an informed
decision.
Customer acknowledges the LP has provided a

copy of the CFF before issuance of policy
Part 12: Customer’s
Acknowledgement
contract. This ensures customer understands √ √ √
what he is purchasing before contract is issued.
LP informs that based on information provided in

the CFF by the customer, the recommended
Part 13: : Confirmation plan(s) are in accordance to the customer’s
of Advice financial goals and needs. √ √ √
Customer Fact-FindAFTER-CLASS
via iPoS ACTIVITIES
Step 1: Once LP has

logged in to iPoS
Version 12, this is the
landing page
displayed.
Step 2: LP to tap on
‘New Contact’ to add
a new contact
Customer Fact-Find via iPoS
Step 3: Complete
the information
required with the *
Then tap on SAVE

CONTACT.
Customer Fact-Find via iPoS
Step 4: Upon keying-in

the contact information
and tap SAVE
CONTACT, this
PROFILE screen will
be displayed.
Then tap on
CUSTOMER FACT
FIND.
Customer Fact-Find via iPoS – CFF Option 1
Step 5: Select the check box to confirm Customer CFF option. The grey-out will disappear.
2 3
1
** LP explain the CFF options and ask
Option 1 Option 2
for customer’s choice (Slides 32 - 35)
1. Option1: Customer
needs to declare all
applicable information in
all the sections.
2. Option 2: Disclose
PARTIAL information in
4 form.
& 3. Option 3: DO NOT
5 WISH to disclose any
information in this form
4. Click on customer’s CFF
option box and “grey out”
will disappear.
6 5. LP to complete all the
sections with the ! until
the green √ appears
6. LP then tap ‘NEXT’
The “grey out” will
disappear and LP
Option 1 Option 2
proceed to explain the
Service Guide.
Step 6: Go through
the contents of
Service Guide
explaining what
actions LP will do in
Step 7: Once explained to customer, ask customer to
the pre-sales, during-
acknowledge LP has shown the Insurance/ Takaful
sales and after-sales
Service Guide, then check the grey box
process.
Note: Option 1 or Option 2

recommended for better
understanding of
customer’s needs and to
identify the protection gap.
Customer Fact-Find via iPoS – CFF Option 1 (Script)
Mr. Prospect, I would like to explain what service I will be
able to provide in this Service Guide before sales, during the
sales and after the sales.
I’m (Name), a licensed life planner with AIA ……here is my

authorization card / agent status in LIAM website. I would
like to help understand your needs and will then be better
able to offer and explain suitable solutions that meet your
needs. When you are agreeable to my solution presented, I
will then make the necessary preparations to submit your
application to AIA.
After you have purchased the protection, you may be rest

assured I will provide the necessary after sales service
should you have further needs in the future.
In order for me to understand your needs better, I would

appreciate if you can answer some questions as we go
along.
Step 7: When LP
has explained the
Option 1 Option 2
Service Guide and

checked the grey box
(I acknowledge
the intermediary has
shown Us the
Insurance/Takaful
Service Guide)
Step 8: Then tap the

NEXT button.
Step 9: Next tap on
“Disclosure of Intermediary
Option 1 Option 2 Details” on the left column of
CFF and this screen will
appear.
Inform the client that as an
intermediary, you will need to
gather the necessary
information in order to assess
and recommend suitable
solutions for the client.
If the intermediary is unable to
get the necessary information,
it may result in a solution that
may not be suitable to the
client’s needs.
Intermediary is to inform the customer which insurer he represents All information will be kept
and what products and services he is licensed to sell. strictly private and confidential.
Then tap NEXT.
Walkthrough Customer Fact-Find (CFF) – Option 1
CFF Option 1:
Areas to be covered
are as per circled in
red.
I will need to gather necessary information in order to

assess and recommend suitable solutions customized for
your specific needs. If I do not have this information, it
may result in a solution that may not be suited to your
needs. The information you share with me will be kept
strictly private and confidential and for life planning
purposes only. I am a life planner representing (co. name)
and I am licensed to sell (name which line of insurance
you’re licensed to sell)
Accuracy of Information = Suitability of Product

Recommendation
iPoS CFF Option 1
Step 10:
Life Planner go
through the
POTENTIAL
AREAS FOR
DISCUSSION.

Step 10: Life Planner go
through the POTENTIAL
AREAS FOR DISCUSSION.
Option 1 Option 2 LP must go through ALL 6
areas in Potential Areas
for Discussion and ask
customer to answer YES or NO
and prioritize the 6 areas from
scale of 1 – 6, i.e.
Priority 1 1= highest priority and
6 = lowest priority
The 6 areas are:
Priority 2
Income Medical &

Protection Critical Illness Retirement
Children’s Savings &

Education Others
Investment
Note: LP to take note of customer’s top 2 priorities in Potential Areas of Discussion to be completed
in the Financial Analysis section of Customer Fact-Find
Mr. Prospect, there are 6 areas of concern that you may have
and I would like to run through each area with you.
1. Have you planned for income protection & debt cancellation.

Should income stop today, do you have back-up funds
available so that you and your family can continue your living
lifestyle or settle your debts?
2. If medical needs or hospitalization occurs, do you have funds
available to cover this extra costs?
3. When you retire, will you have funds available to carry on your
lifestyle during your retirement that will last about 10-20 years?
4. Have you planned for your children’s education fund to ensure
the funds are available when they are ready to enter university?
5. Do you save regularly and have a lump sum of money for
investment?
6. Do you have any other concerns not discussed yet?
For all these 6 items, which is of the greatest priority, 2nd, 3rd…
least priority?
Option 1 Option 2
Step 11: Once all the 6

Option 1 Option 2
questions have been
answered and
prioritized, a green tick
will appear beside
‘Potential Areas for
Discussion’ on the left
column of the screen
Then tap the NEXT

button
Example: Potential Areas for Discussion
Step 12: This screen

Option 1 Option 2 will appear. LP
to complete the
information on the
CUSTOMER DETAILS
and EMPLOYMENT/
BUSINESS
INFORMATION
indicated by the *
Mr. Prospect, may I have some basic information about
you such as:
• IC number
• Age
• Gender
• Date of birth
• Have you smoked within the past 12 months?
• Marital status
• Do you have children?
• Are you fluent in English or Malay?
• Highest education level
Notes:
Language proficiency and education level are used to determine if the
prospect is a “Vulnerable Customer” - a person who may not fully
understand the insurance product purchased due to being elderly, have
low level of education, not being proficient in the language of the policy
contract or is intellectually impaired.
Important Note: LP to give
special attention to vulnerable
Option 1 Option 2
customers to ensure they fully
understand what they are
purchasing that meet their
needs.
“Welcome Calls” will be made
to customers who purchased
AIA products to ascertain if
the LP has clearly explained
the details and customers
understand what they have
purchased meet their needs.
Option 1 Option 2
iPoS CFF Option 1
Step 13: Once the

Option 1 Option 2 CUSTOMER DETAILS
and EMPLOYMENT/
BUSINESS
INFORMATION has
been completed, the
green tick will appear.
Then tap NEXT to

proceed.

Step 14: Ask customer

Option 1 Option 2 for CHILDREN/
DEPENDENT’S
DETAILS
and tap the ‘Add’ icon to
add in the information.
TIPS:
Gather the children and
dependent details now to
build your lead reservoir.
Mr. Prospect, may I have your dependents’

information so that I can better understand your
financial obligations and needs and can better
recommend solutions that meet your needs and that
of your family. (if applicable)
Step 15: Key in the

relevant information
in the fields with the *
Then tap OK.
iPoS CFF Option 1
Example: Dependent Details
Step 16: After keying-in
Option 1 Option 2
CHILDREN/
DEPENDENT’S DETAILS,
this screen will be
displayed.
A green tick will appear
beside Children and
Dependent’s Details on the
left column of the screen.
Then tap NEXT.

iPoS CFF Option 1 – Financial Statement
Example – Assets & Liabilities
Explain to customer the
information disclosed is
important as this enables
the LP to recommend
solutions that match their
needs.
* Ensure customer the
information disclosed will
500,000 be kept strictly private
and confidential for purpose
30,000 of recommending affordable
and suitable solutions.
200,000
* All information in the fields
20,000 must be completed. If there
is no information, key-in “0”
750,000
in the fields, DO NOT leave
it blank. Only then can
proceed to ‘NEXT’
69 AIA confidential and proprietary information. Not for distribution.

Example: Liabilities
750,000
350,000
10,000
360,000
390,000
70 AIA confidential and proprietary information. Not for distribution.

Example: Earnings & Expenditures
7,000
6,000
13,000

Example: Earnings & Expenditures
3,000

Example: Surplus/Shortfall
RM 11,000
RM 2,000

iPoS Option 1 – My Existing Insurance Policies
• Check the box “I have

completed a review
with my client” and
Add existing policies
information by tapping
on “Add” icon and
keying in the policy
details.
• Key in the customer’s

existing insurance
policies information
• Tap ‘NEXT’ to proceed.
My Existing Insurance Policies
[Option 1]
Income Protection
e.g. 20,000.00
Existing Insurance / Takaful
• Existing Life insurance/ family takaful

death/ disability benefits
e.g. 20,000.00
• Current Critical illness benefits
• Current Medical & Hospitalisation
Insurance/ Takaful plan’s annual limits

My Existing Insurance Policies
[Option 1]
To furnish minimum 1 policy/ takaful information

(if there is existing insurance/takaful coverage)

iPoS Option 1- My Existing Insurance Policies
TIPS:
This information enables LP
to know customers existing
protection and hence can
recommend solutions to
ensure customer’s
protection amount meets
the needs. This also
prevents over insuring a
life which exceeds the
protection needs.
iPoS – CFF Option 1- Financial Analysis
Key in customer information for Income Protection (based on needs and priority)
Step 17: Complete the

necessary information
based on customer
needs and priority.
TIPS:
Complete the financial
analysis information according
to the first 3 priorities of the
customer’s financial planning
concerns identified in Potential
Areas for Discussion .
This identifies the customers
Needs, Priorities and Affordability.
Mr. Prospect, for income protection, how much annual

income will you need for your family to continue their living
expenses should income stop due to death or disability?
For how many years would you like to have this income
protection? As a rule of thumb, it is recommended a
financial protection of 10 times your annual income.
(Ask the prospect for similar information for medical care
cost, hospitalization costs, education and retirement.
(Ensure that you complete the details based on at least the
customer’s top 2 priorities from the Potential Areas for
Discussion)
Financial Analysis
[Option 1 or 2]
Field(s) minimum value validation
Income Protection
e.g. 10,000.00 • Annual Income needed in the event of
e.g. 10
death of disability
• Years needed for this annual income to
e.g. 100,000.00
be protected can not be “0”
Medical Care Cost

e.g. 20,000.00
• Estimated amount needed upon
diagnosis of critical illness
Financial Analysis
[Option 1 or 2]
e.g. 20,000.00 Field(s) minimum value validation
Health Care Cost

• Estimated annual amount to be
allocated upon hospitalisation
Retirement
e.g. 3
• Number of years to retirement
e.g. 10,000.00 • Annual amount needed for retirement
e.g. 10 • Number of years to receive this income
Financial Analysis
[Option 1 or 2]
e.g. 24 Months
Regular Savings/ Lump Sum

Investment
• Investment time frame
Children’s Education
e.g. 7 (Years) e.g. 20,000 • Years to Tertiary Education
• Amount needed for Tertiary Education
Child
Key in customer information for Medical Care Cost (based on needs and priority)
Example
Medical & Critical Illness
TIPS:
This is to provide
e.g. 249,600 financial protection
in the event critical
50,000 illness strikes
199,600
Key in customer information for Health Care Cost (based on needs and priority)
Example
Medical & Critical Illness
TIPS:
This is to provide
financial protection in the
event of hospitalization
100,000
RM100,000
0
0
RM100,000
RM100,000
FINANCIAL ANALYSIS - Retirement
Key in customer information for Retirement (based on needs and priority)
Retirement
TIPS:
This is to provide for
customers’ retirement
when they have stopped
working.
30
RM 42,000
TIPS:
20 This is to provide financial
RM 840,000 protection for living
expenses during
RM 18,000
retirement when active
Additional annual amount needed RM 24,000 income has ceased.
Note: 30-yr old, retire at age 60. Annual amount for retirement RM42,000, 20 years of
retirement. Existing source of retirement income per year is 18,000
FINANCIAL ANALYSIS – Regular Saving/Lumpsum Investment
Key in customer information for Regular Savings/Lumpsum Investment (based on needs
and priority)
Example
Savings & Investment
TIPS:
This is to provide for
customers who want
Regular Savings or
Lumpsum Investment
36
10,000
iPoS – CFF Option 1
Financial Analysis - Children’s Education
Key in customer information for Children’s Education (based on needs and priority)
Example
1. Child’s name (auto
populated from
“Dependent Details)
2. Key in child’s current age
3. Number of years until Child
is ready for tertiary
education
4. Existing education funds
available
5. Key in Amount needed for
child’s tertiary education
TIPS:
1 2 3 4 5 This is for planning to have
funds available for
children’s tertiary education
E.g. Anna 3 15 RM31,348 388,652 in the future.

Needs Identified for Financial Analysis
[Option 1 or 2]
Your Budget
• Amount allocated will be “VALIDATED”
against product recommended (SQS)
ANP to ensure customer affordability
Key in the amount prospect is
willing to put aside either on a
monthly, yearly basis or a lumpsum
to meet the financial goals planning.
TIPS:
This is for the LP to know how
much budget prospect is willing
to put aside for their financial
needs i.e. monthly, yearly or a
Note: CFF Option 1 & Option 2 – mandatory to complete lumpsum amount.
the section on Financial Analysis
iPoS CFF Option 1

necessary information
according to customer
needs and priority.
Once all the necessary

information in required
fields have been completed
there will be a green tick
beside the Financial
Analysis on the left column
of the screen. All fields
must be completed. If no
info, key-in “0”.
Then tap NEXT which will
be activated when all the
necessary information has
been completed.

Investment Risk Preference

Option 1 Option 2
Investment Risk
Preference – Risk Profile
Questionnaire by going
through the Questions 1
to 5 with the customer
and selecting the relevant
response based on
customer feedback.
Mr. Prospect, I would like to know your investment risk

preference. I will go through some questions with you to
better understand your risk preference. Please let me know
the response that best describes your risk preference
based on the questions asked.
Option 1 Option 2
Option 1 Option 2
Step 20: After
answering all the 5
Option 1 Option 2
questions, iPoS will
show the TOTAL
SCORE and indicate
the Total Investment
Risk Tolerance Level.
A green tick will appear

beside Investment Risk
Preference –Risk
Profile Questionnaire
on the left column of
the screen
Then tap NEXT.
Customer’s Acknowledgement
Option 1 Option 2
Mr. Prospect, Can I confirm that I have provided you with

the Customer Fact-Find form (CFF)?
Do you acknowledge that I have shown you the contents
of the CFF softcopy and that the hardcopy form will be
provided to you before the issuance of the new policy or
certificate?
Can I confirm that I have shown you the Service Guide
earlier in our meeting?
Do you acknowledge that the information you have
provided is to allow me to recommend a suitable plan for
you and will be kept strictly private and confidential?
iPoS CFF Option 1- Customer’s Acknowledgement
Step 21: Check the 3

boxes in CUSTOMER’S
Option 1 Option 2 ACKNOWLEDGEMENT to
confirm that LP has
provided:
• customer with a copy
of the CFF
• the contents of the CFF
has been shown to the
customer before the
policy contract /Takaful
certificate is issued
• LP has shown or
provided web portal of
the Insurance/Takaful
Service Guide to the
customer.

Mr. Prospect, may I get your acknowledgement that I have

done the following:
a) Provided you with a copy of the CFF
b) Shown you the contents of the CFF before the
insurance contract/Takaful certificate is issued
c) Shown you the web portal of the Insurance/Takaful
Service Guide to the customer.
Intermediary’s Declaration and Acknowledgement
Step 22: LP then check

Option 1 Option 2 the box ‘I Agree’ in the
Intermediary’s
Declaration and
Acknowledgement
section.
Then proceed to tap on

NEW SQS
button to proceed.
Complete CFF and Proceed to E-Apps
Reasons for Recommendation

[Option 1 or 2]
Based on Selected Product (SQS)

• Reasons for recommendation is auto
selected (displayed in Red)
• Life Planner may select additional
reasons from listing
Budget Mismatch
[Option 1 or 2]
Drop list for reason(s) for

recommendation
• Life Planner may choose to select from
the drop list OR key in the reason(s)
why in the “free text” box (whichever
applicable)
i. Product mismatch,
ii. Funds mismatch and
iii. Budget mismatch
• Customer’s Acknowledgement
(whichever applicable)
Budget Mismatch
Customer’s Acknowledgement
[Option 1 or 2] • CFF Report “budget” mismatch
Customer Fact-Find
2. Determine Current Financial Status – Financial Statement
For Option 1
customer is required
to fill-up the details.
Otherwise, key in SAMPLE SCRIPT
“0” in the fields Mr. Prospect, in order to recommend
a solution customized especially for
you, may I gather some financial
information from you? The
information will be kept strictly
private and confidential and only
for the purpose of assessing your
protection needs.
Customer Fact-Find
For Option 1 customer is

required to fill-up the
details. Otherwise, key
in “0” in the fields.
SAMPLE SCRIPT
“Mr. Prospect, what are the monthly
expenses for your household? Do you
have emergency funds immediately
available when you need it?
The reason I ask these financial
questions is to identify more accurately
your protection needs and offer
customized solutions for your needs.
Customer Fact-Find
SAMPLE SCRIPT
Mr. Prospect, may I get some
information on your household
expenses? This will help me
assess the amount of coverage
needed for your family to continue
enjoying the current lifestyle if you
are no longer around.
OR
For Option 1
If prospect is sensitive
customer is required
about giving income
to fill-up the details.
information, then gather
If not applicable, key
information on lifestyle
in “0” in the fields.
expenses
Do not leave blank,
else cannot proceed.
Example: Determining the Financial
Statement – Net Worth (+)
RM563,000
RM300,000
RM30,000
RM330,000
RM233,000
Example: Determining the Financial
Statement – Net Worth (-)
RM563,000
RM560,000
RM 60,000
RM620,000
(RM57,000)
Net Worth Consideration
❖ A positive Net Worth means a person’s Assets are greater than his
Liabilities i.e. what he owns is more than what he owes.
❖ A negative Net Worth means a person’s Liabilities are more than his
Assets i.e. he owes creditors more than what he owns.
Does a negative Net Worth mean a person cannot afford insurance?
❖ Not necessarily, need to look further at the Cash Flow.
Customer Fact-Find
Find Out
Mr. Prospect, what’s the annual Overheads
Family Expenses
income for your family to enjoy
INCOME
Personal Expenses
the current lifestyle? Taxes
Luxury
Salary
Mr. Prospect, what’s the annual
EXPENSES
Bonus
Rental Income expenses for your family to enjoy
Dividends the current lifestyle?
Cash Flow: Surplus (+)
5,000
0
SAMPLE SCRIPT
Mr. Prospect, from the cash flow analysis, 1,200
you have a surplus of RM700 per month. 200
As you have a surplus, you can put aside 6,400
RM300 per month that can provide the
protection your family needs and you still
have a surplus of RM400 per month for
other needs you may want for your family. 1,200
3,000
500
500
500
0
5,700
700
SALES IDEA # 1: SAVING FOR A LEGACY
(When Cash Flow is Positive)
SAMPLE SCRIPT
Mr. Prospect, many people consider life insurance a
superior form of savings:
❖ It is regular accumulation of funds
❖ It commits you to save a fixed amount at the same time
each year
❖ The money is put aside for you, removing any
temptation to withdraw, for the purpose of saving a
legacy for your loved ones!
❖ As you have surplus cash, then you can have
additional saving that will secure a better financial
future for your loved ones and leave them a legacy
whereby they will always remember you!
Cash Flow: Shortfall (-)
5,000
0
1,200
200
6,400
SAMPLE SCRIPT 2,000

Mr. Prospect, from the cash flow analysis, 3,500
you have a shortfall of RM500 per month. 800
A shortfall does not mean you cannot have 500
the financial protection needed for your family. 100
Let’s review your budget. 0
6,900
(500)
SALES IDEA # 2: INCOME and EXPENDITURE
(When Cash Flow is Negative)
SAMPLE SCRIPT
All budgets consist of two columns: Income (left) and Expenditure (right).
Usually there’s only 1 item on the left i.e. Salary or Wages.
Usually there are 10 items on the right: as follows
Usually, by the time they come to the last item on the right, they say “No money left”.
*Salary / Wages *Food

* Shelter (Mortgage payment of rental) & Furnishing
* Transport
* Education
* Clothing & accessories
* Medical & Hospitalization
* Entertainment & Social obligations
* Utilities (Electricity, gas, water, etc)
* Taxes
* Life Insurance
SAMPLE SCRIPT (CONT’D)
Mr. Prospect if something happens to “Salary” on the left, which items from
“Expenditure” on the right will cross over and take the place of “Salary”?
Only one item – Life Insurance. So actually, it is NOT an “Expenditure” but a “Future Income”.
Add: If nothing happens to “Salary” on the left, then Insurance is called “Thrift” or “Savings”.
So, Mr. Prospect, how much should you consider putting on this item? (5% is a good indicator) or
perhaps we can reconsider where you can free-up other expenses in order to get some protection
for your loved ones?
*Food
* Life Insurance * Shelter (Mortgage payment of rental) & Furnishing
*Salary / Wages * Transport
* Education
* Clothing & accessories
* Medical & Hospitalization
* Entertainment & Social obligations
* Utilities (Electricity, gas, water, etc)
* Taxes
If after sharing this Income and Expenditure idea and the customer
still does not want to purchase insurance, what shall you do?
SAMPLE SCRIPT
Mr. Prospect, I can understand your concern over
the tight budget. No worries, perhaps this is not the
right time. I will keep you in view and perhaps in a
couple of months time I can meet you again and we
can discuss further on your protection needs.
Thank you for your time.
❖ Keep this case in view and follow-up in 1- 2

months for further meet-up and discussion with
the prospect.
Customer Fact-Find
3. Analyze Data to Identify Shortfall / Surplus
Financial
Goals (RM)
Existing
Resources = SHORTFALL Protection Gap
(RM) SURPLUS Protect more

Funds Required to Funds Available
Achieve Goals 1. Solution needed to
❖ Income Protection ❖ Assets meet shortfall/more
❖ Medical & Healthcare ❖ Life Insurance protection
Planning ❖ Investment
❖ Savings/Education/ Returns
Retirement Planning

Customer Fact-Find
4. Customized Solutions to Suit Needs
Recommend solutions to meet the

financial needs, within the budget.
SOLUTIONS = Insurance Products
Customer Fact-Find
– Product Matrix Overview
Life –
Critical Accidental Savings / Educa Lady Gen Y
Protection Needs Death & Medical Waiver
Illness Benefits Investment tion Benefits Benefits
TPD
Basic ALL2 ALL2
Investment- Riders APDC APCC APH APAS APS APV APGN APWE
linked APDH APECC APHIE APTAS APVX APPE
APMCC APMC
Plans APBCS/
APBECS
Basic ALWB ALWB
Riders APDC APCIA APS APW
APCIG APSWE
APPW
Basic ALI ALI
Riders APW
Basic ALWP ALWP
Riders APDC APCIA APS APW

APCIG APSWE
APPW
Product Shortnam e: Product Shortnam e: Product Shortnam e: Product Shortnam e:
ALL2 = A-Life Link2 APDC = A-Plus Disability Care APV = A-Plus Venus APWE = A-Plus Waiver Extra
ALWB = A-Life Wealth Builder APVX = A-Plus Venus Extra
APCC = A-Plus Critical Care APPE = A-Plus Payor Extra
ALI = A-Life Infinite APGN = A-Plus Gen Next
APECC = A-Plus Early Critical Care APW = A-Plus Waiver
ALWP = A-Life Wealth Premier APDH = A-Plus Disability Cash
APMCC = A-Plus Multi Critical Care APSWE= A-Plus Spouse Waiver Extra
APHIE = A-Plus Hospital Income Extra
APCIA = A-Plus CI Advance APPW = A-Plus Parent Waiver
APMC = A-Plus Med Care
APCIG = A-Plus CI Guard APS = A-Plus Saver
AIA confidential and proprietary information. Not for distribution. APAS = A-Plus Accident Shield
APH = A-Plus Health
APTAS = A-Plus Total Accident Shield
Customer Fact-Find
Life –
Critical Accidental Savings / Lady Gen Y
Protection Needs Death & Medical Education Waiver
Illness Benefits Investment Benefits Benefits
TPD
Basic AEIL2 AEIL2

Investment- Riders APDC APP
linked APPE
Plans
Basic AILI1 AILI1
Riders Nil Nil

Basic ALJX
Riders APPCE APJCC APH APAS APV APGN APPE

APCC APBC APTAS APVE APWE
APECC APDH
APMCC APHIE
Product Shortnam e: Product Shortnam e: Product Shortnam e: Product Shortnam e:

AEIL2= A-Edu Achieve2 APBC = A-Plus Baby Care APAS = A-Plus Accident Shield APP = A-Plus Payor
AILI1= A-Invest Link APJCC = A-Plus Junior Critical Care APTAS = A-Plus Total Accident Shield
ALJX = A-Life JoyExtra APV = A-Plus Venus APPE = A-Plus Payor Extra
APPCE = A-Plus Parent Care Extra
APVE = A-Plus Venus Extra APWE = A-Plus Waiver Extra
APH = A-Plus Health APGN = A-Plus GenNext
APCC = A-Plus Critical Care APDH = A-Plus Disability Cash
APECC = A-Plus Early Critical Care APHIE = A-Plus Hospital Income Extra
APMCC = A-Plus Multi Critical Care

Customer Fact-Find
Life – Death Critical Lady Accidental
Protection Needs Medical Waiver
& TPD Illness Benefits Benefits
Basic – Non-Par ALPT
Riders APDC APCC APHI APAS, APW
APTAS
Traditional Life
Plans Basic - Par AE20
Riders APE20 APW
APDC
Basic – Non-Par AERG/i
Riders APDC APW
Basic – Non- Par ALS
APTAS
Basic – Non- Par ALTS
APTAS
Basic – Non- Par ALC360/i
Riders APLC APCV
Product Shortnam e: Product Shortnam e: Product Shortnam e:

ALPT = A-Life Protect Term APE20 = A-Plus Enrich 20 APHI = A-Plus Hospital Income
AE20 = A-Enrich 20 APCC = A-Plus Critical Care APAS = A-Plus Accident Shield
AERG = A-Enrich Gold APDC = A-Plus Disability Care APTAS = A-Plus Total Accident Shield
ALS = A-Life Secure APLC = A-Plus Life Cover APW = A-Plus Waiver
ALTS = A-Life Time Secure APCV = A-Plus Critical Cover
ALC360 = A-Life Cancer 360 APCC = A-Plus Critical Care
Customer Fact-Find
4. Customized Solutions to Suit Needs – Product Matrix Overview
Life – Death Critical Lady Accidental
Protection Needs Medical Waiver
& TPD Illness Benefits Benefits
Basic – Non-Par ALLB ALMED ALL360/i
Riders APDC/APDCi, APCEi APHB APDC (P) APWi, APPWi
API
Basic - Par ALI
Traditional Life
Riders APCCi APTH APCEi, APPCi
Plans APBCS-i/
APBECS-i
Basic AER
(no riders)
, Basic – Non-Par ALSJ
Riders APDC APP, APPC
Basic – Non- Par AEW (10P20)
Riders APDC (P) APW

Basic – Non- Par ALL/ALL-i
Riders APDC
Basic – Non- Par ALBCC
Riders APBAC
Product Shortnam e: Product Shortnam e: Product Shortnam e:
ALLB = A-Life Legasi Builder APDC/i + A-Plus Disability Care/ A-Plus APWi = A-Plus Waiver-i
ALI = A-Life Ikhtiar Disability Care-I APPWi = A-Plus Parent Waiver-i
AER = A-Enrich Rezeki API = A-Plus Infaq APPCi = A-Plus Payor CI-i
ALSJ = A-Life Super Junior APCE-i = A-Plus Critical Extra-i APCCi = A-Plus Critical Care-i
AEW = A-Enrich Wealth APHB = A-Plus Health Booster APP = A-Plus Payor
ALMED = A-Life Med Regular APTH = A-Plus Total Health APPC = A-Plus Payor CI
ALL = A-Life Lady APBAC = A-Plus Beyond Advance Care APW = A-Plus Waiver
ALBCC = A-Life Beyond Critical Care
Customers’ Life Journey
CHILDREN YOUNG MATURE ADULTS RETIREE

ADULTS
Tertiary Raising a
Early Years Education Education First Job Marriage Start a fam ily
Fam ily
Protection Protection Protection Protection
Education Savings / Savings / Investm ent Retirem ent

Investm ent
Plan for Pre-Retirem ent

Products Fulfillment
Do we fulfil the needs

of our customer segments?

Product Solutions
Children Young
Adults
A-Life Joy Extra A-LifeLink 2 A-Life Lady/

A-Plus Health
A-Plus Health A-Life Lady-i
A-Life SuperJunior A-Life A-Plus
A-Plus MedCare ProtectTerm A-Life
MedCare
Cancer360/
A-Life Ikhtiar A-Plus Baby Care A-Life Kasih A-Life Cancer
All CI riders
Fam ili 360-i
All CI riders A-Plus Total
A-Life Ikhtiar Health A-Life Medik
A-Plus Total Health Fam ili
A-Life
A-Enrich
Beyond
A-Life Joy Extra Wealth
Critical Care
A-EduAchieve 2 A-Enrich
Gold/i
o 1
2
Customer 4

Customer
Matured SME /
Adults HNW *
A-LifeLink 2 A-Life Wealth Prem ier

A-Life Wealth Builder
A-Life Wealth A-Plus Health A-Life Lady/i A-Life Infinite All CI riders
Builder
A-Plus A-Life A-Life Beyond
A-Life Wealth MedCare Cancer360/i A-Life Legasi Critical Care
Prem ier Builder
All CI riders
A-Life Ikhtiar
A-Plus Total A-Life Medik A-Enrich
Health Fam ili Wealth
A-Life Legasi
Builder
A-Life
A-Enrich
Beyond
Rezeki
Critical Care
A-Enrich
Wealth
A-Enrich
Gold/i * SME – small medium enterprise
HNW – high net worth
A-Enrich 20

Customer Fact-Find
5. Take Action to Implement
MOST IMPORTANT part of the whole
Needs Based Selling Process
BECAUSE
YOU ARE ONLY PAID WHEN YOU EXECUTE

THIS STEP!
Maybe need to Can break up

Implement
answer some implementation
solutions now into phases
objections
Customer Fact-Find
6. Regularly Review Your Financial Plan
The weakest part of the whole Needs Based Selling Process
Review at least once every year,

preferably once every 6 months
Do ad-hoc review with customer if:

1. Market is volatile
2. Changes in financial situation,
e.g. marriage, birth of baby, change
Always stay of jobs/career.
connected & grow with 3. Use the CFF Financial Needs
the client. This is the Analysis (FNA) if Option 1 completed
opportunity to upsell thoroughly. Summarize to follow-up
and cross-sell review based on the FNA gaps
identified – do gap closure
Customer Fact-Find
6. Regularly Review Your Financial Plan (cont’d)
* Note: Use FHC as a regular engagement tool for financial review first every 6
months before meeting client for a comprehensive financial health check.
Pointers
If cannot get the exact financial data from client, the followings are the
estimated numbers:
Rank Accounting/Audit/ Banking/Insurance
Manager RM 6,000 – 10,000
Senior Executive RM 4,500 – 5,500
Junior Executive RM 2,500 – 3,500
Clerical RM 1,800 – 3,000
Source: Jobstore Salary Report 2018 – 2019 (asset.jobstore.com 2019
Period to be Protected:
▪ Death/ Disability – Till 65 years old
▪ Protect till the youngest child reaches 25 years old
▪ Critical Illness – depends on whether the plan is to cover a mortgage,
a breadwinner for family, provide for children’s tertiary education, provide
for retirement or maximum age limit for the coverage in the plan. For the
short term, on the average plan for minimum 2-3 years protection, for the
to adjust finances due to the critical illness.
*Note: w ww.crticalillness.org.uk

Pointers
If cannot get the exact financial data from client, the followings are the
estimated numbers:
Financial Data Assumptions

Retirement Income 2/3 of last drawn pay
Period of Retirement Income From retirement age till 80 years old
Inflation1 2% - 3%
Investment Returns (Equities) 2 10 - 13%
Education inflation3 6% to 10%
Medical Inflation 4 10% - 15%
Notes:
1. Malaysia inflation rate – Bank Negara, 2021
2. Business.Insider.com Aug 2020
3. The Malaysian Reserve dated 21 May 2018
4. 2020 Global Medical Trend Rates , Willis Towers Watson

Pointers
As a professional, ensure enough financial data for Financial Analysis, to
determine the protection gap:
Protection Data Needed
a. Income to be protected
Death/ Disability/ Critical
b. Years to be protected
Illness
c. Inflation adjusted returns
a. Current Income
b. Income (salary) increment
c. Retirement Age
Retirement d. Retirement Income (2/3 of last
drawn pay)
e. Year to receive retirement
income
a. Current Education Cost
Children University b. Education Inflation Cost
Education c. Years to cover for the University
Education
Thank you

2022 NA Needs-Based Selling With Customer Fact-Find (Conventional)

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2022 NA Needs-Based Selling With Customer Fact-Find (Conventional)

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Needs-Based Selling with

AIA confidential and proprietary information. Not for distribution.

For internal staff and agent training only. This document is

CPD Hour Time

At the end of the programme, the participant will be able to: -

1. Understand the different needs at different life stages and the

Safety & Security

Food Clothing Shelter

Wants are things we would like to have, not absolutely

Luxury House Sporty Car

A Financially Smart person will focus his money on which first?

Immediate Needs ensure you can survive for TODAY

Food Clothing Shelter

INSURANCE is the BACK-UP PLAN to ensure you survive

Children’s Education Retirement

However, in the real world, Time &

If uncertainties in life strike, and

Estate Planning Savings

Hospitalization Critical Illness Savings

Young Life Stage Senior

❖ It provides for an immediate contingency fund in the event

❖ It gives peace of mind so that our family continues to survive

Family Income Hassle-free Lifestyle

By focusing on your IMMEDIATE NEEDS & FUTURE

❖ To identify customers’ unique and specific needs, an

Key to successful sales is to first

Some Disturbing Data…

AIA confidential and proprietary information. Not for distribution.

Average Inflation Rate (2019) : 3.5%1

With the slower rise in wages compared

Get Sick Permanently Death

Money is also needed to finance the

• It costs more overseas: Australia, UK, US. At

Average Savings of Malaysian = RM8,000

PROTECTION: REAL LIFE DATA

AIA confidential and proprietary information. Not for distribution.

• Business • Disclosure • Sales

• Ensure • Life priority • Based on

1) To provide business card with brief introduction of AIA

• Business 2) To •assure • Sales provided will be

1) To ask and explain to prospect the 3 Disclosure

• Disclosure prospect’s life priorities and explain the purpose

ure • Life priority 3) To •conduct

5) To ask for existing insurance policies to understand the

1) To complete fact find before recommendation

2) To highlight figures in sales illustration are base on

5) Use layman terms (that are not too technical)

Finalize application form

AIA confidential and proprietary information. Not for distribution.

KPI 2: CFF (Option 1 or 2) 15% 20%

KPI 3a: D1 Persistency 15% 25%

KPI 3b: D2 Persistency 15% 30%

KPI 4: Complaints 10% 10%

KPI 5: CPD hours 15% 15%

2019 CFF 10% 15% 20% 25% 30%

KPI 2 : CFF completion

KPI 2 will be based on current year achievement.

• Do more and score more for your BSC!

Part 1: Disclosure of Life Planner (LP) to disclose the insurer he

LP to identify the prospect’s financial protection

Inform prospect his choice to choose either one

suitability but understands the recommendation is

To obtain sufficient relevant information on the