Client communication is one of the most important considerations for those in the insurance industry. In many instances, customers are reaching out to their agents or claim managers in very emotional, vulnerable moments — especially after enduring a loss. The way insurance pros handle these interactions can heavily impact customer satisfaction and retention. A recent study from J.D. Power demonstrated the power of developing trust through customer service. Researchers found that even with insurance rates climbing, trust was the top driver of customer satisfaction with auto carriers. Those who expressed the highest levels of trust with their insurer gave them an average overall satisfaction score (out of 1,000) of 917 — 426 points higher than the average of those with the lowest level of trust in their insurer. When examining customer service practices and how to improve them, insurance professionals should consider the following:
  • Remember that feedback — positive or negative — is a gift. Actively solicit feedback from clients so you can continue to improve your services.
  • Always be mindful of cultural nuances when interacting with clients.
  • Maintain clear documentation.
  • Appreciate the power of practicing empathy with your clients.
  • Become a master of continuous improvement by considering feedback, seeking out new learning opportunities and not being afraid to reassess your practices and adapt.
In the slideshow above, we'll look at five more tips for client communication, courtesy of Potion.

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Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected].

Agency Management
Customer Experience