Insurance Agents: Client Communications Are More Important Than Ever

April 9, 2020

The COVID-19 pandemic has had an unprecedented impact to nearly every aspect of people’s daily lives, plans, and finances. Independent insurance agencies across the nation are either working remotely or are preparing to do so. Clients are scared. Now is not the time to go quiet. It is a time for reassurance, relationship building, and reassessing clients’ needs against their coverages.

From the sign on your office to your agency’s website, Facebook page, LinkedIn, Instagram, or Twitter feed, clients and prospects need to hear from you and know you’re continuing operations.

Door signage: “Your business matters to us.” Most insurance agencies have closed lobbies, limiting traffic to essential staff and deliveries only. Add a sign explaining the closure and how you can be reached remotely.

Video: Record a short video and post it on your website as well as your social media pages. Clients will be happy to hear about how you (and your staff) are doing, how the office is continuing to serve its clients, how you can be reached via phone, email, text, etc. Keep the video brief and informative.

Website: Add a page to your agency website dedicated to COVID-19 updates and information, including carrier contacts. For individuals, you may want to provide safety tips, and updates on insurance billing. For small businesses, you may want to post some links such as Small Business Association Disaster Relief Funding, information for restaurants and their ability to add hired & non-owned auto insurance to their business policies, remote work guidance, and more.

Phone, Email and Text Communications: Most of your clients are probably at home and easier to reach right now. Keep the lines of communication open. For many, simply knowing your agency staff is available to talk about concerns has value.

Social Media Activity: Sharing is caring. With more people on social media than ever, it’s important to stick to a regular posting schedule. Offer tips, advice, support and general information. Include uplifting stories, volunteer work, collections or community donations you are actively involved in.

Sales: New business does not stop because most operations are shut down. Insurance is an essential business, and when agents reach out with a courtesy call, they also have a great opportunity to cross-sell that missing piece within a client’s account. In particular, and for obvious reasons, people may be interested in talking about life insurance. Assure clients you are there for them, and if you help them out of a jam, ask for a referral or online review.

Use this time wisely and your efforts will build momentum for better days to come.