What do you do if your communication with clients in the insurance industry is causing conflicts?

Communication is a vital skill for any insurance professional, whether you are an agent, a broker, a claims adjuster, or an underwriter. However, sometimes communication can lead to conflicts, misunderstandings, or dissatisfaction among your clients. How can you avoid or resolve these issues and maintain a positive relationship with your clients? Here are some tips to help you communicate effectively in the insurance industry.

1 Know your audience

Different clients have different needs, preferences, and expectations when it comes to insurance. Some may want more information and guidance, while others may prefer a quick and simple process. Some may be more comfortable with online or phone communication, while others may value face-to-face meetings. Some may have specific questions or concerns, while others may trust your expertise and recommendations. To communicate effectively, you need to know your audience and tailor your approach accordingly. You can do this by asking open-ended questions, listening actively, using appropriate language and tone, and providing relevant and clear information.

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Tony Cañas, CPCU, MBA, AU, ARM, ARe, AIC, AIS

Insurance and Insurtech Talent Matchmaker | P&C Insurance Nerd | Best Selling Author | Speaker | 27k+
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Learn the DISC profile. First test yourself and learn your style. Then test each team member and get them all trained on DISC. Then start applying it to clients too (they don't need to test, you'll learn to read them based on their behavior). Flex your communication based on the other person's style.

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2 Be transparent and honest

One of the main sources of conflict in the insurance industry is a lack of trust or transparency. Clients may feel that they are not getting the full picture, that they are being misled, or that they are paying too much for their coverage. To avoid these situations, you need to be transparent and honest in your communication. You should explain the benefits and limitations of the policies you offer, disclose any fees or commissions, and provide accurate and timely information. You should also avoid making unrealistic promises, exaggerating claims, or hiding any risks or exclusions. By being transparent and honest, you can build trust and credibility with your clients and avoid potential disputes or complaints.

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Tony Cañas, CPCU, MBA, AU, ARM, ARe, AIC, AIS

Insurance and Insurtech Talent Matchmaker | P&C Insurance Nerd | Best Selling Author | Speaker | 27k+
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Don't overpromise, it's much better to under promise and overdeliver, especially in a hard market. Keep in mind that the customer doesn't live in our world and doesn't understand the macro environment of insurance.

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3 Manage expectations and emotions

Another common cause of conflict in the insurance industry is a mismatch between expectations and reality. Clients may have unrealistic or unreasonable expectations about their coverage, their claims, or their service. They may also have strong emotions, such as anger, frustration, or anxiety, especially when they face a loss or a problem. To manage these situations, you need to communicate clearly and empathetically. You should set realistic and specific expectations from the start, and keep your clients informed of any changes or delays. You should also acknowledge and validate their emotions, and show that you care and understand. You should also avoid being defensive, aggressive, or dismissive, and instead focus on finding solutions and resolving issues.

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4 Follow up and follow through

The last tip to communicate effectively in the insurance industry is to follow up and follow through. Communication is not a one-time event, but a continuous process that requires consistency and reliability. You need to follow up with your clients regularly, and make sure that they are satisfied and informed. You should also follow through on your commitments, and deliver on what you promised. You should also ask for feedback, and use it to improve your communication and service. By following up and following through, you can show your clients that you value and respect them, and that you are a professional and dependable partner.

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Jack Grove

Founder at Sabreli Systems | Helping Life & Health Insurance Agents Accelerate Their Growth. On a Mission to Help 10,000 Agents by 2029.
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Studies show that over 80% of policy lapses could be prevented with the right communication. Proactive communication builds goodwill and loyalty with your clients. One of the best times to communicate is about 90 days before a client's policy renews. This is a great opportunity to (1) show your clients that you care, (2) generate positive reviews, (3) generate referrals, and (4) upsell or cross-sell policies.

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Tony Cañas, CPCU, MBA, AU, ARM, ARe, AIC, AIS

Insurance and Insurtech Talent Matchmaker | P&C Insurance Nerd | Best Selling Author | Speaker | 27k+
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Follow up, follow up, follow up. Keep following up until they tell you to get lost. Automate this as much as possible, but also make sure the automation has personality and is more than just a sales message.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your communication with clients in the insurance industry is causing conflicts?

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2

3

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1 Know your audience

2 Be transparent and honest

3 Manage expectations and emotions

4 Follow up and follow through

5 Here’s what else to consider

Insurance

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