Breathe Life Into the CI Update: Scenarios That Make Clients Pay Attention
With the recent Amendment to the LIA Critical Illness (CI) Framework 2024, consultants are uniquely positioned to turn this regulatory update into a sales advantage. Beyond just relaying new definitions, this is a timely opportunity to:
Deepen client understanding through lifestyle-based CI scenarios
Position yourself as a proactive, insightful advisor
Create natural openings to review and upgrade client coverage
Helping Clients See What’s Really New
For many clients who are familiar with the previous 2019 CI framework refresh—and possibly several “mini updates” since. That familiarity, while beneficial, may also lead to update fatigue. Clients might assume this is just “another tweak” unless it’s framed within a real-life context.
By combining policy updates from your company with real-life CI scenarios available in Edge or similar tools, you can show the impact of these changes in human, tangible terms— increasing the motivation for clients to act.
Reframe the Conversation: From Definition to Decision
Rather than focusing only on the technical changes in CI definitions, bring the appointment to life with two powerful shifts:
Lifestyle Simulation: Use CI lifestyle scenarios to trigger empathy and awareness—"What would this mean for your current financial setup?"
Coverage Relevance: Demonstrate how the updated definitions may affect past policies—creating a meaningful opening to reassess adequacy and alignment.
Two Example Roleplays to Use in Appointments
In the sections below, we’ll walk through two simplified roleplay examples. Each will demonstrate how consultants can:
Activate a relevant lifestyle scenario from Edge or your CRM
Prompt a client-centered conversation around policy upgrades or reviews
Step/Option 1 - Start with the CI Policy Update
If sharing the CI updates alone doesn’t prompt action, consultants can take it a step further by using Edge Scenarios to deliver a more impactful, personalized illustration. Here’s a suggested flow to guide that next-level conversation with clients or prospects:
“Hope the recent CI updates helped you better understand your current policy structure and how it compares with today’s evolving definitions and expectations.”
This establishes trust and positions you as a proactive advisor.
Step 2: Bridge to Personal Relevance
Next, pivot the conversation from general knowledge to personal impact:
“Now, just to put things in perspective—your current CI plan offers a payout of $[amount] if a major illness occurs. Would you like to see how that coverage stands against a real CI scenario?”
This moment naturally invites curiosity and primes clients to engage deeper.
Step 3: Engage with Edge Financial Planner
At this point, launch the Edge tool and offer two narrative routes:
Option A: Data-Driven Framing
“CI can happen at any age, but did you know the claim rate spikes significantly at age 50? Let’s assume a scenario where CI strikes then and results in a 5-year work stoppage. Here’s the projected financial impact based on your current income.”
Framing the illustration around age 50 allows you to control the narrative effectively. For clients in their 30s, this approach highlights the impact of future income potential—helping them see why planning ahead matters.
Source (SmartWealth SG) - 7 Worrying Critical Illness Statistics in Singapore (2024)
Option B: Interactive Questioning
“This platform allows us to simulate the impact of a CI diagnosis at any age, especially during our working years (Keeping focus on income generating years). Is there any age you'd like to have a look on the impact of a CI?”
By allowing the client to choose the scenario, you're putting them in control—an approach that builds trust and makes the conversation feel more personal and relevant.
Step 4: Deepen the Impact
If the chosen scenario doesn’t reveal a significant financial gap, it may be due to one of two common reasons: (1) the selected CI age is too close to the client's current age, leaving little room to project future income growth, or (2) the client currently has a relatively low income.
In such cases, you can enhance the illustration by using Edge’s income reduction feature to simulate the long-term financial impact.
“Even after recovery, many CI survivors aren’t able to return to their previous job roles or income levels due to physical limitations. Let’s simulate a 30% income drop until retirement to reflect that risk.”
Why This Works
This approach delivers a two-pronged push that strengthens your proposal. The first is an intangible nudge—highlighting the updated CI definitions, which, while important, may not feel immediately impactful to the client.
The second is a tangible, personalized illustration using their own profile data to show the potential financial consequences. Together, these create a strong and credible case that encourages clients to seriously evaluate and act on your recommendation.
Option 2 - Start with Policy Review and End off with CI Definition Change
Sample Appointment Flow Using Edge Planner - Lifestyle Planning (Existing Client) — A-Think Lab - Consultants can refer to the link for a sample flow that integrates policy review with Edge to assess the client’s coverage against potential impact. (Step 1 to 4)
They can also refer to the practical ideas from the approach above—showing how consultants can introduce the CI age scenario, either by suggesting a specific age or by asking a question that empowers clients to choose the age themselves, enhancing engagement and ownership of the narrative.
After presenting the Edge impact analysis and proposal, consultants can further strengthen their case by layering in the recent CI definition changes—creating a dual push that highlights both tangible and intangible benefits for the client.
“I hope you now have a clearer view of your coverage now. Just to keep you informed, there’s an industry-wide update to CI definitions set to take effect on [insert date].
Policies issued before this change have certain advantages—such as locking in the current definition of [example]—which could be beneficial for you. Here’s a quick overview.”
From there, consultants can present the CI definition updates using their agency's or personal slide materials.
By combining the two flows above, consultants can create a more interactive and engaging appointment experience—one that delivers real value to the client while also increasing the likelihood of closing their CI proposal successfully.
