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Build Trust With Your Customers

How to make your clients be your biggest advocates.

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October 3, 2024
5.38 min read

Trust is one of the most valuable assets within the insurance industry. Having customers who rely on your knowledge and trust your work, almost always guarantees new clients. In this article, we’ll provide key insights that will help you become a reliable advisor and strengthen these relationships.

Become a Referent

They say, “Knowledge is power”. Well, imagine you have such a deep understanding of how insurance works that you can handle almost every issue a client may have. Amazing, right? This industry needs referents, and if you’re ready to become one you’ll make the difference.

 

Agents that know what they’re doing, constantly educate themselves, give qualified advice, and take care of their customers, not only have a strong presence but also lead in this complex and sometimes a bit overwhelming world. Remember, people get insurance to protect the ones they love the most, while they keep their most valuable investments safe. You’re the one who can make it happen!

 

 

Understand Your Customers’ Needs

Clients rely on your expertise to guide them towards their ideal coverage, don’t take it lightly. While the temptation to focus on sales may be present, you must prioritize customer satisfaction and long-term relationships above all. One wrongful sale has the power to cause heavy losses in the future.

As we said, a single sale can make you lose potential or even recent happy clients. It can also bring out negative reviews. Therefore, taking the time to truly understand your customers’ unique needs and ensure they comprehend the intricacies of each product, including exclusions and limitations, is crucial. Remember, building trust and maintaining strong business relationships is the gem behind every customer service effort, regardless of whether they choose to work with you, buy an insurance product, or not.

 

 

Make your Customers your Priority

“Clients come first”, that’s a great motto to keep in mind daily. Find here a few useful tips on how you can leverage it.

 

  • Reply to your messages (ASAP!)
    Quoting a popular premise in the dating world, “If someone wants to see you, he or she will reach out”, in the insurance one it’s quite similar. If you care about keeping your clients happy and want them to genuinely advocate for your service, then you need to actively show that you care. Actions like replying to messages promptly, and getting on time to your appointments, are great ways to show it with actions, and not only with words, that your clients matter to you.
  • Every question is important
    Making the time to answer questions, no matter how small they are, is a great move. Keep in mind that a lot of information you may be used to knowing, and even consider as “obvious” or “basic”, can be groundbreaking news for your customers.Taking the time to explain, and revise useful information if needed, not only helps your customers feel heard but also strengthens your relationship with them, enhancing trust in times of need.

 

  • Keep your word
    It may surprise you, but salespeople, no matter how vast their experience is, or how high their adaptability skills are, many times have made the tiny mistake of selling the world and more! As we mentioned before, being trustworthy is key. So here goes again: keep your word, and you’ll be rewarded! Either by not being late, missing an appointment, avoiding unreliable promises, or selling something you’re not 100% accurate you can comply with, you will make the difference!

 

  • Do claims’ follow up
    Providing prompt and efficient claims follow-up is crucial to delivering exceptional customer service. By diligently managing claims, you will be showing your commitment to supporting clients in their time of need. Regularly communicating with the insurance company and updating your clients about their claims processes, coordinating inspections, and ensuring timely processing of claims, are a few ways to showcase your dedication to resolving issues swiftly and effectively. Remember that claims can cause serious stress, if you prove how reliable you can be you’ll be making the difference.

 

 

Empower Decision Making

Providing all sorts of information to empower decision-making, ensures excellent customer service. Offering pros and cons checklists, sharing testimonials, giving key insights or tips, and showcasing budget differences are just a few ideas.

 

Moreover, when you’re presenting options from trusted insurance companies, and don’t pressure them to make an immediate decision, you’ll be showing your clients that you’re on their side. That’s another key move you can make when they need to select the best-suited insurance solution.

 

 

Conclusion

Going the extra mile to assist clients is simply the smartest choice when being an insurance agent. The insurance world’s currency is trust, and all you can do to make it flow in your favor will always help you more than you can imagine.

 

Being authentic, putting clients first, actively listening to their needs and questions, paying attention to detail, and giving resourceful advice, are simple yet huge actions you can choose to take every day. Remember, the most efficient customer service always has the most advocate customers. Be aware to keep that in your corner!

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Privacy Notice at Collection for CA employees

Last updated: June 27, 2023

  1. About this Notice. This privacy notice sets out how The McGraw Group of Affiliated Companies collects and uses personal information about you in compliance with our obligations under the California Consumer Privacy Act of 2018 (CCPA), as amended by the California Privacy Rights Act of 2020 (CPRA). This Notice supplements all other privacy policies we have in place.

We take the privacy of our employees and applicants very seriously. Please read this notice carefully as it contains important information on the personal information that we collect, why we collect it, how long we keep it, and that it is not sold to third parties.

  1. Key Terms. The following key terms are used in this notice:
  • We, us, our. The McGraw Group of Affiliated Companies.
  • Personal information. Any information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked with a particular individual.
  • Sensitive personal information. Personal information revealing an individual’s social security number, driver’s license and passport numbers, account numbers and credentials, precise geolocation, racial or ethnic origin, religious beliefs, or union membership, personal information concerning a consumer’s health, sex life, or sexual orientation, contents of a consumer’s mail, email and text messages where the business is not the intended recipient, genetic data, and biometric information.
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Other terms used but not defined will have the meaning set forth in the CCPA, as amended by the CPRA, Cal. Civ. Code §§ 1798.100—1798.199.100, and accompanying regulations set forth under Cal. Code Regs. tit. 11, § 7000 et seq.

  1. Personal Information We Collect About You. We may collect and use the following categories of personal information about you:

Categories of Personal Information Collected

  • Identifiers: Name, alias, postal address, email address, phone number, account name, social security number, driver’s license number, passport number, or other similar identifiers.
  • Employment-related information such as your job title, salary, benefits information, emergency contact information, references, qualifications, skills and experience.
  • Personal information as defined in Customer Records law: Name, signature, social security number, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, education, professional license number employment history, bank account number, other financial information, medical information, and/or health insurance information.
  • Characteristics of protected classifications under California or federal law such as race, age, sex, familial status, and disability.
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  • Background check information such as your criminal and credit history
  • Inferences are not drawn from any of the information identified above to create a profile reflecting your preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.
  1. How and Why We Use Your Personal Information. We use your personal information for the following purposes:

Purposes for Collecting and Using Your Personal Information

Managing Human Resource Functions:

  • Recruiting, hiring, and onboarding
  • Performing background checks
  • Implementing diversity and inclusion initiatives
  • Training and career development
  • Assessing performance
  • Determining promotions, transfers, salary, awards, and bonuses
  • Managing disciplinary matters
  • Managing payroll and business expenses
  • Administering leave requests
  • Employee communications
  • Administration of benefits
  • Promoting employee health and safety

Conducting business operations:

  • Budgeting
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  • Managing infrastructure and company assets
  • Strategic planning
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  • Emergency response and business continuity
  • Conducting audits
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Monitoring:

  • Compliance
  • Use of company resources
  • Any other monitoring activities permitted by applicable laws

Compliance with:

  • Legal and regulatory obligations
  • Court or other government directives
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Investigating:

  • Reports of wrongdoing
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  • Internal complaints
  1. Whether Personal Information Will Be Sold or Shared. We do not sell or share the personal information of employees.
  2. How Long Your Personal Information Will Be Kept. We will keep your personal information for as long as is necessary while you are employed by us. Thereafter, we will keep your personal information:
  • To respond to any questions, complaints or claims made by you or on your behalf or;
  • To keep records required by law. In California, this is currently and generally a minimum of four (4) years.

We will not retain your personal information for longer than necessary for the purposes set out in this notice. Different retention periods apply for different types of personal information.

When it is no longer necessary to retain your personal information, we will delete or anonymize it.

  1. If you have any questions or concerns about this notice or the information we collect about you, please contact send an email to privacy@pacificspecialty.com.