Producer Zone

9 Things Every Insurance Agent Should Do for Their Customers During the Claims Process

If you’re looking for a way to go above and beyond for your customers, then look no further. More and more agents and agencies are realizing that customer retention and repeat business is worth the extra effort.

Insurance agents can’t just simply sell a policy and send people on their way anymore. There’s a certain level of customer service expected and you have to go to an even higher level to set yourself apart.

Walking with your customers through the claims process is a great way to distinguish yourself in the insurance industry. Here are 9 ways you can do it.

  1. Follow up with your client until the claim is settled
    Staying in contact with your customers while they go through the claims process will help keep them calm and confident. Check in frequently to assess every step of the process and gauge frustration levels.

    Use this information to take the initiative to find out everything you can from the insurance company so you can provide your client with valuable information. Maybe before they even ask for it.

  2. Make your customers feel like you care by giving moral support

    There’s nothing worse than going through a long process like this feeling like no one cares and you have absolutely no help.

    Relating to your customer on a more personal level is always a great way to show that you’re human and you care. Perhaps share a time when you dealt with a similar situation to demonstrate your understanding of how frustrating it can be.

  3. Be a friendly and familiar face

    Just being a familiar point of contact can go a long way. You already have a relationship with this person and being available for questions will help improve their confidence in you and in the product.

    Make sure your client knows you are accessible by giving them your personal contact information and urging them to come to you with any further questions or concerns.
     
  4. Revisit coverages and policy specifics with your customer

    As soon as you’re aware that a customer will be filing a claim, go back through all of the paperwork and fine print so that they fully understand what is covered and what is not. This may help avoid confusion and dissatisfaction down the road.

  5. Never make promises you know you can’t keep

    This is where the classic “under promise, over deliver” comes in handy. It’s tempting to assure your customers that everything will work out how they want it to, but that’s not always the case. Don’t try to be an expert on things outside of your control and keep expectations grounded to ensure there is no angry backlash later on.

  6. Turn your office into a resource

    Offer customers the option to use your office for whatever they may need. Whether it be printing out paperwork or sending faxes, let them know that you will do your best to give them the supplies they need to get the process moving.

  7. Advise your customer to be cooperative and proactive

    Probably one of the best things you can do for your customers is to encourage them to take swift action. Help them make the process smoother by getting all of the necessary documents and information to the right people as soon as possible.

  8. Be a sponge for complaints

    Your customers may have complaints throughout the process. As their initial and most familiar point of contact, you will probably get to hear a majority of these grievances.

    While this can be frustrating for agents, there is nothing wrong with kindly reminding your customers that the process is out of your control. However, remember to reassure them by letting them know that you’ve heard their concerns, that you will follow up with the appropriate party, and you’ll get back with them as soon as possible.
  9. Use every claims process as an opportunity to foster strong customer loyalty

    Sticking with your customers throughout the claims process is without a doubt one of the best ways to increase customer retention. Take every chance you can to ensure your customer stays happy until the end.

Following these 9 tips does not guarantee a happy customer every time. However, by following a system such as this, you will inevitably impress a lot of customers enough that they’ll want to give you their business again.

Bottom line – ensuring your customers feel important and cared about is the best way to guarantee retention.  

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Topics: insurance agent insurance sales