Well...it's not exactly different name printed on the policy but rather, I was served by a different person.
The one who attended to me was a clerk of the agency, I kept inquiring for the details of policy which was left unclarified over a long course of insured years.
(Just took over ownership from parent, and my parent is not very keen with handling all the documents)
"Your policy has been quite some time, I will look back and let you know"
More than 3 weeks later, a cover of endorsement letter was sent back to me, which is not helpful at all.
Declaration of additional riders. That's all. I need to know the exact benefits.
I sent in an inquiry to the insurance general email and got exactly what I need in just 3 working days.
After finding difficulties to answer to my queries and my clear intention to restructure my policy, then only she referred me back to the insurance agent (agency owner).
In fact, the name in charged was supposed to be another partner in the agency. But well.
Attempted to be pushy and pitch her products, I still stood on my ground. She referred me back to the clerk to proceed with what I requested.
Following up was a series of product related queries that the clerk was unanswerable for; Just a simple thing, I wanted to know minimal amount of death benefits that I could adjust to, what was the rate like?
"Not sure, we need to try in system how much lower can be reduced"
2 days later, I asked her again.
"Sorry for the delay. System currently busy these few days due to system migration. Will keep u update once i done k"
Walao, at least let me well informed la. Totally fire-fighting style.
What a big waste of both of our times.
Established insurers like AIA allow you to check online your benefits in their portal. Maybe your insurer does too. The terms of the policy that was sold to your parents many years ago, the new agency staff who answered your call may not be familiar with the policy. Term and conditions vary within products more so after a period of time. If you do not have a copy of the policy book, do obtain one, familiarise what are the benefits. Then you can approach either the agency or customer service what you intent to do with better understanding and what can or cannot be done.