Customer Service: You’re Doing It Wrong.


Insurance coverage is a enterprise that’s all about folks.

I do know. You’ve heard that earlier than however let me be as clear as I understand how.

Your clients aren’t just a few enterprise on the market. They aren’t just a few particular person, or folks, that exist in some insurance coverage coverage vacuum, the place there’s nothing else in life. They aren’t simply the notice out of your service that claims that Suzie Policyholder is late. They aren’t only a notice in your company administration system that Joe’s Actually Good Restaurant’s renewal is developing.

They’re folks. Until you’re an internet solely company or cellular app solely company otherwise you sit in some name heart in Kubukistan, your clients are your neighbors. They’re the individuals who ship their youngsters to highschool together with your youngsters. They’re the identical individuals who drive down foremost road with you. They personal the deli the place you order lunch.

This week’s Academy Journal entry is for the native agent, however not directed in any respect native brokers. It’s meant for the native agent that’s doing it mistaken. How are you aware that you just’re doing it mistaken? I’m glad you requested. Right here’s the way to do it mistaken.

Assume that they’ll name in the event that they want one thing.

There are insureds which might be on the ball. They know that when one thing modifications, they’ll must name you. They’ll let that they purchased a brand new supply truck, or changed a car on the BAP. They’ll just remember to learn about their new workplace and the brand new workers that they purchased. They’ll just remember to learn about modifications of their operations. Let’s face it. That insured has a danger supervisor that helps them, or they’ve had a declare denied up to now so that they’re additional attentive to their insurance coverage wants.

That’s not most of your clients. Most of your clients have sufficient to fret about of their day by day operations that they’re not involved about their insurance coverage, till one thing occurs. They keep in mind that just a few years in the past, you instructed them that they’d some free protection when their purchased a brand new truck so that they delay reporting it till they bear in mind six months later (often after they get the renewal coverage within the mail.)

In case your clients are calling you after they want one thing, they’re calling you when one thing unhealthy has occurred. They aren’t calling you prematurely. It’s not, “Hey. I simply wished to let what we purchased a brand new constructing and we’re about to start out manufacturing fireworks.” You’re extra prone to get a distinct telephone name. “Hey. I used to be questioning if it will make a distinction if we stopped doing the CPA work and began manufacturing fireworks as a result of there’s been an incident. Anyway, name me once you get an opportunity. Thanks.”

They aren’t pondering far sufficient prematurely to name you every time they make any change of their enterprise. They simply aren’t.

Fail to return telephone calls and emails.

On the off likelihood that your buyer calls you or emails you, it’s as a result of they really want one thing. It is perhaps that they did take into consideration you after they purchased the brand new supply truck or they’re questioning what influence the brand new fireworks manufacturing operation would have on their insurance coverage.

Let’s take into consideration three main ways in which an insured would possibly contact you. They might name, e mail, or textual content you. While you first met your clients, you gave them a card that had your workplace quantity, your cell quantity, your e mail (and doubtless a fax quantity, too.) You instructed them to succeed in out any time they’d a query or every time they wanted something. You keep in mind that dialog, don’t you? Because you really wrote the insurance policies and cashed the checks, they’ve type of fallen off your radar.

They name, and also you suppose, “I’ll name them this afternoon, after I pitch this different buyer.” You by no means name. They e mail their particular query to you and you work that you just’ll have to perform a little research to correctly reply their query, otherwise you suppose to your self, “Ugh. Them once more. I’ll get to them later.” You by no means e mail. Worse, you e mail them again and inform them that the following time you’re over their manner, you’ll cease in and say hello, understanding that you just don’t plan to be over that manner till February 30th.

Let the service simply ship the renewal out.

You write a number of completely different companies and all of them will get a renewal coverage both within the mail, or by e mail from the service. You additionally know that the renewal invoice might be included with that renewal coverage so there’s nothing so that you can do, proper? I imply, there aren’t any modifications to the coverage. Not less than, no important modifications. The premium isn’t going up that a lot.

In the meantime, your insured, who is looking as a result of their premium did go up they usually nonetheless don’t perceive this sixty-page insurance coverage coverage, is ready in your return name. The best way you see it, you probably did the arduous work in getting the coverage written all these years in the past. They need to bear in mind all of the stuff you instructed them, proper? I imply it’s not that tough in spite of everything. It solely took you 4 tries to cross the licensing examination.

Assume that they’re not purchasing as a result of it’s a distinct segment market.

There are solely so many carriers that write insurance policies that’ll suit your buyer. So there’s nearly no manner that they’re purchasing their insurance coverage insurance policies, proper? Everyone knows that area of interest markets all have related insurance policies. The costs aren’t that completely different and since there aren’t any considerable variations, there’s no manner they’re purchasing.

If that is you, you’re doing all of it mistaken. All of it. You’re unhealthy at this and may in all probability discover one thing a little bit extra suited to your abilities.

It’s good to perceive that your insured depends on you to assist them. They don’t know what’s in danger of their enterprise. They don’t have time to learn the coverage. They assume that because you bought them the coverage, all the pieces might be dealt with and there’s protection for his or her enterprise, even when they began the 12 months as a CPA and ended it as a fireworks producer.

It’s good to be proactive. It’s good to reply telephone calls, emails, and texts. It’s good to have a dialog about renewals earlier than they get mailed out. You want to have the ability to clarify variations in worth, even small ones. It’s good to ask in the event that they want somebody to speak by way of the coverage. Higher but, it’s good to assist them to grasp what essential dangers are coated and what essential (or costly) dangers aren’t coated. And why.

For those who’ve gotten all through this publish and also you’re really not doing it mistaken, thanks! As an insurance coverage skilled, and an insurance coverage client (I’m not simply an insurance coverage educator, I’m additionally a shopper…), I personally thanks. Now, if somebody that’s doing it mistaken, please restrain the urge to ship them a hyperlink to this publish. All you’ll do is finish your friendship. Nevertheless, when you’re courageous (and a little bit certain of your self) you could possibly ship a hyperlink to this publish to your clients and ask them the way you’re doing.


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