12 Steps to Navigate Through a Customer Insurance Review
Conducting a customer insurance review meeting may seem simple until you are face to face with a client and unsure what to talk about. It can be trickier than you might imagine. What is the process? What do you say? How do you make sure to review every aspect of every policy?
To break the process down and make it a little more clear, there are 4 main actionable goals that you will want to make sure you meet when conducting the meeting. Those are:
Make a list of action items that need your attention. These will be things like checking up on an open claim, or changing contact information.
Identify any areas of additional revenue opportunity. Think about adjustment limits to current coverage, additional policies, or similar items.
Review for potential discounts
Ask for referrals by presenting your referral program.
Let’s talk about 12 specific steps you can follow when you conduct review meetings with your clients to make sure you meet those 4 goals.
Step 1: Begin your customer review meeting with a few minutes of pleasantries.
Discuss your customer’s interests and desires. How old are their kids and what activities are they involved in? What are their hobbies? Be natural and build a genuine relationship.
Step 2: Verify contact information.
The information you will want to review is:
Emergency contact information
Step 3: Go over the customer needs assessment form you had your customer fill out.
If they haven’t done it, spend a minute or two to fill it out together. When you review the assessment, vocally note their concerns and let them know that you will make sure to talk about it as you dive into the review. (read more about the Needs Assessment Form here or download a free copy of the form here.)
As you work through the review, you will discuss each type of insurance you offer and cover 3 main points of discussion: educate, review, and confirm.
To Educate, teach the customer the purpose of each coverage and why they would need it. Using first-hand experiences and stories has been an effective way to make these points.
To review, go over their current coverage and explain whether or not it is sufficient in your expert opinion.
Then confirm by asking your customer whether or not they are satisfied with the coverage they currently have.
These 3 steps will easily uncover vulnerable areas of your client’s portfolio.
Once you have discussed each category, discuss any discounts that are currently available to your customer. This is probably the most exciting part of a policy review for them, and what will keep them happy.
Be sure to refer to the needs assessment and the notes you previously made as you go through these items so you are professional and prepared. For example, if the customer mentioned on the needs assessment that they just put in a pool, make sure to bring that up when you get to the home insurance portion of your meeting. Also be sure to make notes as you go.
Step 4: Discuss auto insurance policies
Begin with liability insurance and follow the 3 steps described before.
Explain the purpose of liability insurance
Review the current liability coverage your customer has
Confirm your customer is satisfied with their liability coverage
Then, discuss uninsured motorist coverage. Follow the same 3 steps for this topic.
Explain the purpose of uninsured motorist insurance
Review the current uninsured motorist coverage your customer has
Confirm your customer is satisfied with their uninsured motorist coverage
You can probably see the method here. Follow these same steps for all topics under the auto insurance category including: liability, uninsured motorist, medical, comprehensive, and roadside/towing.
Don’t forget to make notes about any adjustments or additional policies. Once you’ve worked through every topic, remember to discuss discounts that might be available.
Step 5: Discuss home insurance policies.
Follow the same process for home as you did for auto. Educate, review, and confirm on each topic. This time your topics include: home/rental, separate structures, contents, additional living expense, liability, guest medical coverage. Don’t forget notes and discounts.
Step 6: Discuss personal liability and other insurances.
Follow the same process again. This time discuss umbrella policies, trailers, ATVs, watercraft, and rental properties.
Step 7: Discuss life insurance policies. Term and permanent.
Step 8: Ask about commercial/business insurance.
This step is a little bit different because you won’t follow the same 3-part process. Because of the complexity of coverage and important information you’ll need to gather about a commercial or business policy, you will probably need to set up a separate appointment to get all the details necessary.
The topics to discuss here include professional liability, property, workers comp, vehicle, key man life, and business interruption.
Step 9: Let your client know about any new products you have available in the value added area.
Things like auto loans, home warranties, or education loans should be mentioned.
Step 10: Review your action items.
As you worked through the review, you probably identified tasks you need to complete for your customers. Maybe they wanted more info on life insurance policies, or wanted to increase their uninsured motorist coverage. Review these with the client to make sure you got everything so you can follow up later.
Step 11: Review long-term goals.
Step 12: Close.
Say thank you and let your customer know that you will be in contact shortly to follow up on any action items you have have identified.
That’s it. Following these 12 steps will make your meetings smooth, productive, and valuable, not only for you, but for your clients as well.