We can do more things on our phones or computers today than we ever expected. We can deposit checks by taking a picture with our phones, and we can check our health chart with the click of a button. What once required a visit to the bank or a call to the doctor's office are no longer necessary. The information is right at our fingertips. All of these tools provide a better experience for us as customers.
So, how can agents and agencies offer a better experience for their clients?
Information Dynamix reports: "A whopping 53% said they would not recommend their insurers to others of they can't interact digitally with them." So, you can see how necessary this is.
The first idea that might come to mind would be offering digital ways to make a claim and see the claims process for P&C clients. But what about the Life and Health clients? Here are some ideas of technologies you could offer them. These would probably be organized best in an online customer portal accompanied by a single application they can download on their phones and tablets:
- Viewing their information. This is the bare minimum you should be offering your clients. They should be able to view their policies in a single location and make updates like changing beneficiaries.
- Document uploading. Your clients shouldn't have to meet you every time you need an updated document from them (granted it doesn't need a new signature). You should have a way for them to not only upload new documents to you but also see all of the documents they've previously sent to you.
- Requesting a new policy or change to a policy. We know that having those 1:1 conversations with your clients are the best way to help them find the coverage they need, but you should at least be providing a way for them to view the services you provide. Even better, many life insurance agencies provide a calculator for prospects and clients to understand how much coverage they might need. Your clients should have the option to explore your services and do their own research and request a new policy or change to a policy without calling you.
- Awards for healthy behavior. We've seen a big spike in gamification of healthy behavior (think Fitbit). Health insurance companies are finding ways to tap into this by offering awards and incentives for healthy behavior. Awards could be a discount on their premium or points towards winning a Fitbit.
These are just a few ideas for how you could be providing digital channels for your clients to interact with you. The trick is finding a happy medium between letting them do everything on their own online and completely losing contact with them. That's why regular, meaningful communication is so important.
We hosted a webinar with Steve Anderson on the topic of client communication and the tools that can/should be used. Check it out:
Building Client Relationships Using Email
You'll learn what types of emails to send to clients, how often to send, the technology
to help you automate the process and more.
View the webinar recording