With the high pressure of running a profitable agency, seeing the insurance buying experience from your customer’s point of view can be difficult. But agents who provide an outstanding buying experience differentiate themselves in the marketplace can position themselves to win both repeat and new business. Utilizing a coverage checklist with your clients can help you drive sal+es, save time, and grow your business.
If you’re not using a coverage checklist, you could be doing your customers and yourself a big disservice. Your customer’s problems are your best opportunities for growth. Uncover them all by creating your own coverage checklist then contact us to learn how you can drive customer engagement by joining our team.
5 Ways Coverage Checklists Drive Customer Service and Sales
If you’ve never used a coverage checklist before, you might now know how this easy-to-create tool can help you grow and strengthen your business. Here are 5 ways coverage checklists set you apart from the competition:
1. Save Time in Coverage Conversations
By using checklists, agents save time for themselves and their customers by tailoring the conversation to the customer’s exact coverage needs based on information already compiled in the coverage checklist.
2. Help Customers Identify Unwanted Exposures
If a general contractor subcontracts a cabinet installer, and that subcontractor does not carry their own insurance, any problems on that jobsite could hit the general contractor’s insurance policy (a case known as “uninsured subs”). No business wants that exposure. By identifying these ahead of time, you can help your customer get the protection they need before it’s an issue.
3. Improve Coverage Option Education
Business customers don’t usually speak insurance. Coverage checklists give agents an opportunity to educate customers about coverage choices that might otherwise seem confusing in written policy form. Through that thorough Needs Assessment, the best coverage options will emerge.
4. Create Cross-Sell Opportunities
Using a checklist to discuss coverages reminds agents to cross-sell other lines of insurance that fit customer needs, while improving the agency’s bottom line. The checklist guides conversation regarding insurance products the insured either does not have or has placed with another agent.
5. Generate Business Through Word-of-Mouth
Customers educated about their best coverage options will tell their network about their great experience, creating the kind of agent advertising money can’t buy. They may even be able to provide useful lead-generation information to your agency, so you can reach out and earn that business.
What Are the Ingredients of a Good Coverage Checklist?
Coverage checklists save time, help customers make informed decisions about their insurance coverage, and drive agency sales. But how do you know if your checklist is up to the task? For starters, use these four ingredients when creating or updating your checklist.
Recent Business Changes
Companies grow, shrink, and reorganize, but if your coverage checklist doesn’t make room for all of these changes, your clients could be under-covered. Changes in staffing affect payroll, which also affect workers’ compensation coverage and general liability coverage. If the company payroll and/or sales have increased over the last term, agents are in a position to offer a more accurate price at the time of policy binding, which minimizes the chance of a surprise at audit.
Valuations for Different Levels of Insurance
This prompts agents to explain the policy options available so that the most appropriate coverage can be chosen. It allows customers to compare, for example, the cost and benefits of having replacement cost coverage versus actual cash value coverage.
Explanations of Risk Management Strategies
Insureds whose risks are well-managed can avoid or minimize claims, saving time and money for insureds and insurance carriers. By outlining risk management ideas, you show knowledge as an adviser, increasing the insured’s likelihood of binding that account with you.
Carrier Supplemental Information Requirements
Many carriers require loss runs or other pertinent information to quote an account accurately. By prompting the customer to provide this information in advance, carriers will often be able to provide a quicker turnaround for a competitive quote.
Need Help Creating a Coverage Checklist?
Creating a tool from scratch can be difficult. But a coverage checklist is a must-have for any growing agency. It not only helps you better serve your customers, but it will also help you gain loyalty, brand recognition, and repeat business.
Do you want to have a team of insurance experts by your side? Contact the team at AmTrust North America to access innovate technology and tools that can help you grow your business.
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Editor’s Note: This post was originally posted in February 2016 and has been updated and edited.