Customer Services in Insurance

🤩Madras University, Banking & Insurance - syllabus of I M.COM General.
2023-2024
Key points for;
✌️Meaning of the term 'customer service in the insurance sector'
✌️Explaining various service providers online
✌️Explaining the meaning of the term 'insurance agent'
✌️Who is Insurance customer representative
✌️Brief explanation about the key aspects of customer service
✌️Explaining how the quality of service plays an important role in the insurance sector
✌️Description of the communication of agents in insurance to customers.

Useful for last-minute revision!👍

1. Customer Services in Insurance

2. Introduction For many businesses, customer service sets the leaders apart from the laggards. Recent research by Accenture revealed that companies that see customer service as a value center rather than a cost center achieve 3.5 times more revenue growth than those that uphold a more traditional view of customer service. An interesting fact is that, 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot Research)

3. What is customer service? Customer service in insurance companies refers to the range of activities and support provided to policyholders and prospective customers to address their needs, questions, concerns, and requests related to insurance products and services. Effective customer service is crucial in the insurance industry because it helps build and maintain positive relationships with policyholders, ensuring their satisfaction and retention.

4. Service Providers Customer Relationship Management (CRM) Software Salesforce, Microsoft Dynamics, and HubSpot Contact Centre Solutions Genesys, Avaya, and Five9 Live Chat and Chatbot Platforms Zendesk Chat, Intercom, and Drift Customer Feedback and Survey Tools SurveyMonkey, Qualtrics, and Medallia Email Marketing and Automation Mailchimp and SendGrid

5. Insurance Agent Insurance Agents help insurance companies generate new business by contacting potential customers and selling one or more types of policies. They explain various plans to clients, guiding them in selecting a policy that suits their needs best. Some Insurance Agents work with one company, while others may be independent brokers. Insurance customer service representative An insurance customer service representative manages insurance company inquiries, resolves service problems, documents customer requests, and finalizes policy adjustments. Additionally, they assist insurance agents and sales representatives in resolving customer complaints. They serve customers through inbound and outbound calls and call transfers for service transactions.

6. Key aspects of CS in Insurance Policy inquiries Claim assistance New policy sale Premium payments Complaint resolution Technological support Follow up and Feedback

7. Quality of Service Great customer service means meeting customer expectations—from interacting with customers over messaging channels because they expect convenience to investing in your knowledge base because they expect to find answers on their own. Channel Choice Customer-centricity Proactive support Speed Collaboration Personalization Being able to help a customer on their preferred support channel . Highly performing companies are more likely to have adopted omnichannel support Businesses that want to be customer-centric need to commit to putting people first. Being customer-centric also means hiring with customer-focus in mind—staff should see the customer as the hero of the story, not a bother or problem to solve. Great customer service often means anticipating your customers' needs before they even have to tell you. Millennials and Gen Z, in particular, often prefer channels that lend themselves to immediate responses : Social media In-app messaging Social messaging apps. Resolving customers' issues often requires agents to work with each other and other departments and customers expect businesses to collaborate on their behalf. In order to create a connection, you need to use data to personalize the customer experience. The truth is, most customers today expect a highly customized experience

8. Agent’s Communication Insurance agent communication refers to the interactions, exchanges of information, and dialogue between insurance agents and their clients or prospective clients. Initial Consultations Explaining Policies Policy Recommendations Quoting and Pricing Policy Documentation Education and Awareness

9. Thank You