One of the topics most thoroughly discussed amongst industry experts is what procedures and processes you should have in place for your insurance agency to run smoothly. Every insurance agency should have their processes clearly defined in several formats so that the entire team can work with clients effectively. Clear communication is the key to making things work well. If you set this up from the beginning, it will be easier for you and your team to follow. Here are a few processes to consider for your agency.
One of the first processes your insurance agency should have in place is a solid phone process. How you answer your phone is generally your chance at a first impression with a new lead. Here are a few things to consider when designing this process:
- Which pieces should be scripted and when is it essential to stick to that script?
- How should transfers be handled and what details need to be transferred?
- How are leads managed and distributed?
- How many maximum rings before a response?
- What details need to be gathered?
- What is the expected turnaround time for a phone call?
While every sale is unique, it is important to have defining requirements for the sale to make everything more uniform. Here are a few things to consider while developing your sales process:
- Differing approach based on where the lead came from.
- Which scripts are you going to utilize?
- How do you clearly defined your unique selling proposition?
- How often should your sales team be reevaluated?
- Does the process help salespeople treat clients as individuals?
- What materials can you create to help your sales process stay uniform?
Social Media Process
This process details how your insurance agency handles the frequency and tone of your social media posts. This process should be reviewed regularly since technology is and things are always evolving. You should still have defined goals for your agency’s social media approach. Consider some of the following while designing how your agency will handle theirs:
- How regularly will your audience hear from you?
- What will your social media marketing include?
- What places are acceptable sources for where you find your information?
- What types of language and content should be limited?
- What are the preferred methods of dealing with criticism?
- Which social media channels are most important to your clients?
Every insurance agency needs to have a well-defined payment process. It should be effective and efficient. For these reasons, many agencies are moving away from cash payments. One way to move toward this is to strongly recommend alternative methods of payments right away. Things to consider while setting up payment processes:
- How can you make your invoices more clear?
- What is the best way to keep the process streamlined?
- How can you encourage your clients to make automated payments?
- Where are other areas you can automate back-office tasks?
New Client Process
A new client process is to take a prospect from being a lead to being a client to creating the feeling they are part of the family in an efficient manner. Seizing control over how people experience your company that first year makes all the difference between keeping a client for life and losing them at the first renewal. Questions you should ask yourself while creating this process include:
- How can you make them feel like they’re part of your agency?
- When is the best time for a follow-up?
- How have you been treated by another business that encouraged your loyalty?
- Why do you lose clients and what can you do to prevent that from happening this time?
- How often should you survey your clients?
Handling Claims Process
When a claim is submitted, it’s your agency’s time to shine! When it comes time to renew, your client will remember exactly how you did (or did not) go above and beyond the call of duty when they needed you most. Because agencies are often so focused on generating new business, it can be easy to forget how important this part of your business is. Some things to consider while creating your agency’s claims process are:
- Does your process prevent staff from offering bad advice?
- How often do you need to follow up with claims?
- Where can you do more to demonstrate concern and care through the claims process?
- What are the most common roadblocks to a positive claims experience and what can you do to remove them?
- With positive experiences, how do you use that to generate sales?
- What can you do to handle negative experiences quickly?
For more information and additional ideas on processes that your agency should put into place, consider reading The Perfect Insurance Agency by Jenesis’ Founder, Eddie Price. We’ll even send you a free copy if you’ll let us show you how Jenesis can help your agency thrive.