Mastering Insurance Servicing: A Guide for Independent Agents
Introduction
Every agency must focus on mastering insurance servicing as we move through this hard market. Here is the un-sugar-coated reality: with the current market conditions, we have asked our clients to remain loyal despite record-breaking rate increases.
Let me ask you, when you pay more for something, do you expect more? For example, if you stay in a $150 hotel room, would you have different expectations compared to a $600-a-night hotel room? You’re darn right you do!
When your service operations are in order, every sale you make means more and adds to your agency’s growth. In this blog, we will break down the areas where you need a clear plan, training, and accountability so you can excel in insurance servicing.
Mastering Insurance Servicing Your Guide To WOW Your Customers
To be a master at insurance servicing, you need to be a student in the areas below. Servicing, like sales, is something that you can never have too much training on. The brutal reality is that your servicing team needs to be engaged in forever learning to continue to refine their craft.
Being Efficient & Effective
Far too many team members struggle with how to manage their time this clearly leads to challenges in mastering insurance servicing. Service team members need to decide: are they like deli counters, taking the next in line regardless of priority, or are they like ER nurses, consistently looking for the best use of resources?
Agencies need to provide clarity on client tiers, what to focus on, and how to win your day.
Understanding Clients Call With Concerns & Questions
Any customer service professional has to know that when a client calls in they most likely have exhausted their options and need help. Generally, this can put clients on edge. Don’t take things too personally!
When clients are spicy it’s ok – in fact, it’s an opportunity, and the reason we exist. We provide service to help our clients. Focus on how the call ends, not how it begins.
First-Call Resolution
This solves 80% of efficiency challenges in service and delights your customer! First-call resolution in insurance is when a client calls in and you complete as much as you possibly can with the client on the call. This includes documenting the call and alerting the client to any premium changes.
If you can’t complete the transaction (you have to contact the underwriter or the client needs to provide more information) you will hang up the phone with no trailing work. This improves your customer experience, alerts the client to premium changes, and allows you to go on to the next client to help without a backlog of work.
Documenting Personal Facts
Mastering insurance servicing means making every client feel seen, heard, and felt. Each and every call can feel like talking to a friend. This includes basic things like asking how business is or how their day is going.
When you learn things about your clients – their kids names, pet names, where they vacation, or what they do, document it in their file. Every time they call there is an opportunity to connect and see them as a person not just a policy.
No Apologies
Hi, I’m Kelly and I was an over apologizer. When there was friction, I would apologize, even if it was not something I had control over. Example, I would say “I’m sorry your rate increased.” But I had nothing to do with that! I recommend we all save our apologies for mistakes that we make (and I need to save all of the apologies I can!).
The question is, what do we say instead? I love saying “I’m glad you called so we are aware and can help.” Apologizing makes us seem weak and that we are incompetent. Convert your “I’m sorrys” to “I’m grateful you called.” This is not only empowering but you will see your customers react in a positive fashion.
Conclusion
Mastering insurance servicing is something you have to consistently work at. At APP, we have WOW Customer Service Training. You can also listen to our podcast, read our blogs, or subscribe on YouTube. The industry will throw new challenges at you, make sure you are prepared with how to deliver for your clients.
Listen and learn from your clients, stay cool, and remember, our role is to love our customers and help them see the value of having their insurance with your agency, as well as refer their friends and family.
