When a disaster hits, knowing where to begin cannot be easy. It is vital for insurance agency owners and agents to remain engaged and supportive of their clients during this time. Here are five strategies for speaking with clients after a disaster.
Reach Out Quickly.
In today's digital world, customers expect to be able to communicate with their insurance provider quickly and easily. According to a recent survey, 64% of customers feel that their insurance provider should be reaching out proactively with information and guidance after a disaster strikes. Ensure your customer service team is prepared to reach out quickly in an emergency.
Provide Information.
Your clients may need clarification or help with what has happened. Be sure to provide them with clear and concise information about the process of filing a claim or receiving assistance from your company. This will help them understand what steps they need to take to move forward after the disaster.
Follow Up
When dealing with a disaster, communication is critical. 45% of customers felt that their insurance provider did not update them on their claim status after a disaster strikes; this can cause frustration for customers who are already feeling vulnerable in an unstable situation. Be sure that your customer service team follows up frequently with your clients throughout the process so they know that you are there for them every step if they have questions or concerns about their claim or coverage options.
Listen Carefully & Show Compassion.
Listening carefully is essential when communicating with your clients after a disaster has occurred; 54% of customers felt that their insurance company did not show enough compassion when handling their claim - something which could potentially damage both customer relationships and trust in your brand overall if not addressed properly by customer service staff members. Ensure you listen carefully and respond appropriately when speaking with your clients so they feel heard, understood, and supported during this trying time.
Offer Solutions
Finally, it would be best if you offered solutions whenever possible. When a disaster strikes, it can be hard to know where to start rebuilding; however, as an expert in the industry, you should be able to provide helpful advice on how best your client can proceed after such an event. Offering practical solutions will help your clients feel supported and empowered during difficult times.
When disasters occur, it's essential for insurance agency owners and agents alike to stay engaged, supportive, and understanding toward their clients throughout the entire process - from filing claims to offering solutions for rebuilding afterward. By following these five strategies - reaching out quickly, providing information, following up frequently, listening carefully & showing compassion, as well as offering solutions - you'll help ensure that your clients feel supported throughout every step of the recovery process following any potential disasters they might experience in life.
