Communication critical to the client-agent relationship

Posted on: Monday, August 01, 2011

A new study is providing a window into what insurance leads most value when it comes to ensuring their satisfaction.

According to a survey conducted by J.D. Power and Associates, clear communication that lasts throughout the claims process was the most significant factor that keyed into policyholders' contentment.

With customer happiness valued on a 1,000-point scale, the report found that when insurance customers talked with two agents, satisfaction scored approximately 828. However, when they spoke to four or more representatives, that number dropped to 684, suggesting they had to speak with several agents before their query was adequately addressed.

"With national property claims severity estimated to exceed $15 billion for April and May alone, some carriers are finding it extremely difficult to fully meet claimants' requests under such financial and resource strains," explained Jeremy Bowler, senior director of J.D. Power and Associates. "As a result, it's crucial for carriers to focus on effective communication and thorough explanations to ensure their claimants are as satisfied as possible during a potentially emotional claims process.

Finding insurance leads is only half the battle. Agents must also work to make sure their insurance needs are always taken care of if they want them to be faithful clients.

Posted In: Insurance News, Sales Techniques

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