As an insurance broker, client engagement is one of the essential parts of your job. If you’re able to build and maintain a strong connection with your clients, you’ll be able to gain their trust and loyalty and stay in this competitive insurance industry.
In addition, the more you engage with your clients, the better the experience you can provide, especially since you’re informing them about the many opportunities when it comes to investing in various insurance coverage.
In this article, we’ll give you some tips on how you can effectively engage with your clients.
1. The Importance of Client Engagement
Why You Should Engage with Clients?
The relationship between the insurance broker and the client isn’t a one-time thing. The client should be able to trust the insurance broker as they continuously conduct business. So, even during the first encounter, as the insurance broker, you should be the one reaching out to your clients, and not the other way around. Besides, you need them more than they need you.
Additionally, the more clients you have, the higher the chance of having more clients in the long run.
Building Trust Through Engagement
When building the trust of your clients, they should know every detail that may affect their decision-making. Some of the most essential things your clients need to know are your commission, fees, process, the types of insurance you can offer, and your experience in the field.
Essentially, the clients should get confident enough to let you handle the process of their insurance and their money.
2. Effective Communication Strategies
Personalise Your Approach
As you know, there’s no such thing as one-size-fits-all when it comes to insurance, and the same approach should be applied to engaging with clients. Since each client has specific needs and preferences, you should communicate with them accordingly.
Regular Check-Ins
As mentioned, it’s your job to be the one reaching out to the clients. So, you should regularly check in to discuss changes or give updates to new products that can be beneficial to them. You can give them a few examples of the situations of your other clients, so they can compare. There’s no need to mention other specific circumstances; just mention important details that can help them decide.
Communicate Using Different Channels
Nowadays, there are various ways to communicate with clients. However, not all of them can use the same form of communication channel, so you should be able to provide options. For instance, if a client still prefers phone calls over emails and chats, you should provide your phone number, so they can contact you anytime.
Listen Actively
Listening at all times is another way to gain the trust of your clients. Whether they have concerns or suggestions, you should always be all ears, and ensure that they’re heard. For instance, if a client suggests adjusting the time of your regular meetings, you should be able to adjust, given that you don’t have other meetings during the requested time.
3. Enhancing Client Experience
Provide Clear and Concise Information
Once the client becomes more interested in getting various coverage, you should be able to explain the policy in a way that they’ll understand. As you know, insurance policies tend to be complicated, and as an insurance broker, you should explain it to them in simple terms. If the client doesn’t understand sometimes, try giving examples or situations that can help them grasp what the policy says.
Offer Value Beyond the Sale
Aside from the discounts and promos the insurance offers, you should also give additional support, like providing resources, updates, and personalised advice. When you do, the clients will be at ease whenever they’re curious about something.
For instance, you can suggest other risk management practices, depending on their needs, to lessen their insurance premiums.
Be Responsive
You should always be there whenever your clients need you. Whether it’s for consultation or claims, they should be able to reach you. Besides, timely responses allow clients to feel at ease and they can easily have answers to their enquiries, and support to their needs.
Use Technology to Your Advantage
Insurance brokers usually have a lot of clients, and it can be impossible to attend to their needs all the time, at the same time. So, if you want to provide the best experience to your clients, don’t underestimate the use of technology.
Nowadays, you can use a CRM system where you can set reminders in advance, track client interactions, and a portal where clients can access information about their policies.
4. Building Long-Term Relationships
Follow Up on Claims
One of the most critical parts of being an insurance broker is the processing of claims. Usually, you’re the one who should know the status of the claims, so don’t forget to follow up. Once you have the information, inform your clients right away, so they won’t have to worry about it.
Celebrate Milestones
Simple greetings and acknowledgements can help strengthen the bond between you and your clients. So since you already know some information about them, you can greet them on their birthdays, anniversaries, and other important milestones.
Seek Feedback
A trustworthy insurance broker loves receiving feedback from clients. It allows them to improve their services, and address their mistakes. You can gather feedback through online surveys, website and social media reviews, and always have a printout in your office (for those who prefer the traditional form of giving reviews).
By following these tips, you’ll be able to engage with your clients in the best way possible. Let us know what you think, and don’t hesitate to comment below!
