Norwich-based mortgage expert says protection is a duty of care, not a bolt-on at the end
For Daniel Crabb, the conversation about protection doesn’t begin in a second meeting or after the mortgage offer. It starts with the very first call.
“You’re coming to me for a mortgage, but it’s my duty to care,” said Crabb, director at PSG Financial Consultants in Norwich. “We don’t just discuss the mortgage; we’ll be discussing protection advice and that sort of thing. If you don’t set it up early, it can completely stall.”
After nearly two decades in the industry, Crabb has seen firsthand how protection can fall through the cracks, often due to poor timing, lack of confidence, or insufficient training among advisers. His approach is grounded in one principle: make protection part of the process from the outset, not a bolt-on at the end.
A natural part of the process
At PSG, the welcome call sets the tone. Crabb ensures that protection is mentioned early and naturally, alongside documents like payslips and ID, he’ll ask for existing policies, employer benefit contracts, and medical disclosures.
“If you leave it too late and suddenly start asking ‘Do you smoke?’ or ‘What’s your BMI?’ without context, the client is confused or even defensive,” he said. “They don’t understand why you’re asking because you haven’t explained the relevance. That’s where it falls down.”
By contrast, clients who are informed early feel prepared and engaged. Even personal medical details, Crabb notes, become easier to discuss when the conversation is framed properly from the beginning.
Addressing the most overlooked needs
Crabb sees two key areas consistently missed by advisers: young first-time buyers and the self-employed. “Young clients often think they’re invincible - ‘I’m 22, why would I need cover for cancer or a heart attack?’” he said. “Some brokers shy away from that conversation because they share that mindset, which is a problem. You can’t think like that as a broker.”
It’s a missed opportunity with wide implications. According to the Association of Mortgage Intermediaries, only 11% of UK adults have critical illness cover, and just 7% have income protection - a number that falls to 6% among renters. For many, Crabb adds, the issue is poor communication more than unwillingness.
On the self-employed side, misunderstanding and lack of awareness about income protection and tax-efficient business cover often mean clients go unprotected.
“There’s still this misconception that self-employed people can’t get income protection or won’t be able to claim. But there are executive policies through the business, they’re tax-deductible, it’s just not being explained properly.”
Crabb is especially passionate about income protection, calling it “almost the most important” and lamenting how rarely it comes up. That concern is echoed in industry data: just 20% of mortgaged homeowners in the UK hold an income protection policy, according to Royal London.
Forget rigid workflows - have better conversations
While some firms rely on rigid protection workflows, Crabb sees more value in building confident, consultative conversations. “We absolutely don’t treat it as a bolt-on,” he said. “It’s embedded throughout. You’re always referring back, asking the client what they think they’d do in certain scenarios.”
Rather than depending on scripts, Crabb encourages advisers to focus on being informed, relaxed, and honest. “It’s about having an adult conversation in a way that puts people at ease, even when the topics are uncomfortable.”
Protection can’t be a postscript, Crabb insists, and yet, that remains a common industry failing. “What we see all the time is: ‘Let’s sort your mortgage, and then we’ll come back to protection,’” he said. “That client’s got what they came for. They’re not coming back.”
He sees this fragmented approach as a missed duty of care. “It has to be part of one holistic review. I wouldn’t be doing my job properly if I didn’t at least have those conversations.”
It’s a pressing issue, given that 36% of UK mortgage holders - around 2.3 million people - have no life, critical illness, or income protection at all, according to a recent study. For advisers like Crabb, who view protection as fundamental, the data is a call to action.
“Ultimately, it’s our responsibility to ensure clients understand their risks,” he said. “Because if we’re not doing that, what are we really advising on?”
