• Brookelle Hunter

Are customer insurance review appointments dead in the digital age of Insuretech?

Developments in insurance industry technology are rapidly increasing.



With some of the largest insurance carriers servicing their customers completely online, the question has to be asked:

Are face-to-face customer insurance review appointments dead?


To answer that question, let’s take a look at some statistics:

  • 49% of insurance consumers trust a human advisor when making a claim.

  • 12% of insurance consumers trust an automated phone/web/email service when making a claim.

  • 7% of insurance consumers trust a chatbot when making a claim. (Accenture)


According to Insurance Thought Leadership,

“...the personal relationship with an agent or broker can be the biggest factor in client retention.”

All of this isn’t to say that advances in technology shouldn’t be used, but it does show us that a personal, human interaction goes a long way with insurance consumers.



Customer Experience


Think about your agency for a minute.


What is your customer experience like?


From the moment someone hears about your agency and requests a quote to the moment you land the sale; then through to their first claim or renewal, what are your customers experiencing?


Is it a fully automated process that involves minimum human interaction?


Is it a fully manual process that involves a lot of phone tag and time spent trying to reach each other?



Insurance is one of those products/services that isn’t exactly tangible - this means that the tangible product is the customer experience (Agency Nation).


Typically, the perceived value that consumers get from having insurance is peace of mind unless something unexpected happens - then they see the value of having it - as long as they’re adequately covered and as long as the claims process isn’t a giant headache.



insurance agent sits with elderly couple for a customer insurance review meeting.


So, how do you make sure your customers are adequately covered through all of their many life changes?


And how do you make sure the customer experience is fostering a culture of loyalty and not driving people away?


Hold regular customer insurance review meetings.


Not only do these meetings help you ensure adequate coverage for your clients, they also give you the opportunity to enhance the customer experience by checking for discounts (and making sure they KNOW you’re getting them discounts - this is just as important as the discount itself!), strengthening your relationship/their trust in you as their advisor, and educating them on their coverage options so they feel empowered to make the right insurance decisions.


“The smart consumer will opt to buy from the company that has educated him on the issue and presented him with multiple solutions. That company’s selflessness has built trust — and its ability to teach him has bought his loyalty in the future.”

– Mark Quinn (Agency Nation)



Utilizing New Technology to Add Value


According to Insurance Business Magazine, customers value 24/7 availability, ease of updating information and search capabilities from new insurance technology.



woman holding and smiling at her smartphone


This technology, however, doesn’t replace the in-depth, personalized advice from their insurance agent when they’re looking for more complex products and policies. (Insurance Business Magazine)


Technology can do a lot for your agency and for your clients!


Agencies that are resistant to advancements in technology will likely have a harder time winning new clients and retaining current clients who value the ease of access that these advances provide.


Self-service tools add a lot of value to the insurance customer’s overall experience.


According to Insurance Thought Leadership, “The ability to get a quote on a new auto policy or request an endorsement through a mobile app is not only considered highly efficient, but also respectful of the client’s time.” (Insurance Thought Leadership)


It’s vital for insurance agencies to have multiple channels and methods of communication available to their clients and potential clients.



insurance agents sits with his team as he trains them on how to conduct customer insurance review meetings.


Back to our original question:


Are customer insurance review appointments dead in the digital age?


No. They’re actually crucial to your agency's growth.


After all, advances in industry technology wouldn’t exist without humans.


By cultivating these vital, personal interactions, and by embracing advancing technology in the industry, you can create an effective and valuable customer experience that will foster a culture of trust and loyalty with your clients.

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