In reality, you probably will discover data that will be helpful to your agency and the company in handling claims and improving the process. Your own process will become streamlined and the company will greatly appreciate the improvements. The truth is that ultimately you want this process to drive new business and generate referrals. If you stop before this happen, you short circuit the process. Increased revenue will make the steps above profitable.
What are ways to do this?
1. Ask. Sounds simple, but we all forget. At the end of the process, ask the customer if they know 1 to 3 people who would benefit from such wonderful service.
2. Send a letter. Here’s a sample directed at cross-selling:
It was a pleasure working with you recently when we were able to help coordinate the payment of your claim relating to ……………
We appreciate your business and are prepared to meet all your insurance needs.
While reviewing your auto/home/business file we noticed that we do not have the coverage relating to your auto/home/business (if business owner). Do you have a copy of your policy handy so we can discuss some easy ways to make sure you’ll receive this type of service on your other insurance requirements?
You have already discovered that our agency team is committed to providing quality service relating to your auto/home/business policy.
Do you know of anyone who would benefit from the type of service that we provided you?
3. Send a refer a friend card. Include in the letter above a business card they can hand out. Create a card that has language on the card header that says something like: “I received unbelievable service at:”
4. Business Card magnets. I love this idea, and it works great with this process, but I learned it from an agent who uses it when selling new policies. He has business cards that are refrigerator magnets, but he gives specific instructions when handing them to clients. He gives them three. One for themselves, and two for their adjacent neighbors. He tells the customers to give these to neighbors so that they can call him if anything happens to their cars or homes when away. That communicates a lot about his service to the customer’s neighbors.
Try this claims process for 90 days and see what happens. A 90 day commitment (or 60) won’t scare your staff, and it could create cheerleaders for a new effective sales process.