When I first started out in the mortgage industry, I used to think the relationship naturally tapered off once a customer completed on their mortgage.
Over time, I realised that staying in touch after completion is one of the most important parts of the job and protection reviews become a great way of doing that. This was a thought process I continued with as I moved into other roles leading mortgage brokers and supporting Appointed Representatives (ARs) to develop a protection review process.
Protection reviews help you understand what’s changing in a customer’s life, keep their cover relevant, and stay connected in a way that feels useful rather than intrusive.
WHY PROTECTION REVIEWS MATTER
Customer’s circumstances shift constantly: new jobs, growing families, changing responsibilities. Without regular check-ins, it’s easy for their protection to fall behind their needs.
According to AMI, only 49% of mortgage advisers revisit protection when a customer is expecting a child, despite there being many protection products that could meet their needs, and LV= found that less than a quarter of policyholders made changes to their protection cover following a change in circumstances.
For me, protection reviews aren’t about selling more products. They’re about making sure customers have the right support in place as life evolves. Taking a few minutes each year to reassess things shows customers you’re there to look after them for the long run, not just during a mortgage application.
KEEP THE REVIEW PROCESS SIMPLE
I built a straightforward approach that worked for me and felt effortless for customers – reaching out every year around the anniversary of their mortgage completion. Sometimes nothing needs changing, other times, it’s an opportunity to update their cover before issues arise.
In each review, I would cover:
- What protection they already have
- Any changes in income, dependants, or lifestyle
- Whether the current policies still fit their situation
Keep an eye on major life events, such as when customers have a baby, change jobs, move home, become self-employed, get married or separate, as these are all natural times to revisit their protection.
These conversations tend to feel very relevant because they’re tied to real changes, not sales cycles.
Research has also found that around 70% of consumers value the importance of human connection during the protection journey – this is where advisers really can make their mark.
Many customers aren’t aware when their policy terms are due to change or end. Send reminders so they don’t miss anything important. It’s a small thing, but they really appreciate it.
REDUCING REMORTGAGE LEAKAGE BY STAYING PRESENT
One of the biggest challenges in our industry is remortgage leakage – losing customers simply because too much time has passed without contact. Regular protection reviews help significantly reduce that. These check-ins keep the relationship warm. They remind customers who their adviser is and why they valued the advice in the first place.
When the next mortgage need comes around, there’s already an established connection, making it much more likely they’ll return.
USING TECHNOLOGY TO STAY CONSISTENT
To keep everything consistent you could use automation when it makes sense. CRM Workflows helped me create annual reminders, follow-up messages, and flags for life-event changes. It means customers don’t slip through the net.
Automated messages can go out with a link to book a review. It’s simple, friendly, and efficient. A short, occasional check-in form helps to spot when something significant changes.
Ahead of any review, send a clear summary of their existing cover, so customers know exactly what you’ll be discussing.
THE COMPLIANCE UPSIDE
Beyond customer relationships, documented annual reviews demonstrate ongoing suitability – something the FCA increasingly expects. In a world where Consumer Duty requires us to evidence good outcomes, a structured review process ticks multiple boxes while genuinely serving customers better.
BUILDING RELATIONSHIPS THAT LAST
Protection reviews became a core part of how I built long-term relationships. They kept customers informed, protected, and engaged and they helped me provide the level of service I believe people deserve.
When customers feel genuinely looked after – not just sold to – they stay, and they refer. For me, the mortgage may be the starting point, but the ongoing conversations around protection are what really turn a single transaction into a lasting relationship.
