Insurance Agency Processes featured on this page:
Of course every sale is different, but identifying some clear milestones and requirements for the development of the sale will help put your producers in the best position to make more sales.
Some questions to consider about your Sales Process:
Additional Resources for Developing a Sales Process:
New Customer Process
The purpose of a New Customer Process is to take new clients from being a buyer of insurance to feeling like a member of your family as quickly and effectively as possible. Taking control over the experience people have with your agency in the first year can mean the difference between losing a client and earning a lifetime of renewals.
Some questions to consider about your New Customer Process:
Additional Resources for Developing a New Customer Process:
Your agency’s Referral Process dictates how you ask current clients to refer new business and how you handle those leads when they come. Training clients to refer the right people to you and taking extra special care of those leads is one of the best ways to boost sales in your agency.
Some questions to consider for your Referral Process:
Additional Resources for developing a Referral Process:
Policy Review Process
A Policy Review Process establishes your procedures for getting clients into your agency or on the phone for an annual review of their coverage. The purpose is to identify new sales opportunities and boost retention by strengthening the relationships you have with existing customers.
Some questions to consider about your Policy Review Process:
Additional resources for developing a Policy Review Process:
Social Media Process
Your Social Media Process outlines the frequency, nature, and overall social media strategy your agency is pursuing. It’s probably best to keep this one loose since whatever works today can be old-school 12 months from now but having established goals for growing your agency’s social network and general approaches for doing that are extremely helpful.
Some things to consider about your Social Media Process:
Additional Resources for developing your social media process:
Search Engine Optimization Process
The Search Engine Optimization Process for your insurance agency includes the activities and practices you regularly follow in order to help your agency take advantage of the biggest source of free leads: the search engines.
Some things to consider about your SEO Process:
Additional Resources for developing an SEO Process:
Re-quote Follow-up Process
Your Re-Quote Follow-Up Process helps your agency get more sales from leads you were unable to close the first time. The key is maintaining the relationship without annoying the prospect so when their next renewal comes around they’re open to hearing from you again.
Some questions to consider about your Re-quote Process:
Helpful resources for developing a Re-quote Process:
Your agency’s Cross-Selling Process should capture everything from identifying additional needs for brand new policies and gathering X-dates on existing ones to closing the sale and everything in between. The goal for your agency, and this process, is not just to get every client to purchase all their current lines of insurance with you but also to learn about new types of insurance they should already have.
Some questions to consider about your Cross-Selling Process:
Helpful resources for developing a Cross Selling Process:
The Renewal Process for your agency has the ultimate goal of making sure as many of your clients renew their policies as possible. There are a lot of things you can do to increase customer loyalty throughout the year but right before renewal time is especially important.
Some ideas to consider about your Renewal Process:
Additional Resources for developing a Renewal Process:
Employee Hiring Process
The Employee Hiring Process handles everything from advertising the availability to interviewing and making an offer. I’m no HR expert but I do know that finding, hiring, and keeping the best employees is one of, if not the most important ability for a successful insurance agent. And while having employees for many, many years is the best situation turnover is a fact of life in the insurance sales business.
Here’s some questions to ask about your Hiring Process:
Additional Resources for developing Hiring Processes:
Employee Training Process
Lack of a clear Employee Training Process can result in major problems for your agency. New employees will develop their interpretation of the seriousness and professionalism of your agency based on how organized your training process is. Even just a semblance of organization and structure will go a long way toward developing the right mindset for your employees.
Consider the following questions about your Employee Training Process
Additional resources for developing an Employee Training Process:
Employment Termination Process
Uh oh… Finding and hiring top talent is a top priority but getting rid of personell that are not moving your agency in the right direction is just as important. Firing an employee is a big deal with a lot of consequences and, from a legal point of view, it might be the most important process on this list to establish in your agency.
Some things to consider about your Termination Process:
Additional resources for developing a Termination Process:
If your agency participates in telemarketing, the Telemarketing Process details everything from who you call, when you call, what you say, what you’re trying to accomplish and what constitutes success.
Some things to consider about your Telemarketing Process:
Helpful resources for developing a Telemarketing Process:
Claim Handling Process
Of course your agency is not the primary entity in charge of claims buy you can play a very integral role in how satisfied your clients are with the experience, which leads to better retention and more referrals and sales. Sometimes we forget how important the claim process and experience is to our business – it’s the ultimate moment of truth – and you need to have a process in place to prevent problems for the customer and ensure a smooth experience.
Some things to consider about your Claims Process:
Additional Resources for developing your agency’s Claims Process:
Policy Endorsement Process
As much as we’d like policy endorsements to be a smooth process every time it’s not always the case, is it? A Policy Endorsement Process details how your agency takes the request and follows through to make sure it is taken care of properly. Policy endorsements can often be sales opportunities so addressing that within the process will prevent your staff from missing any opportunities.
Some questions to think about your Policy Endorsement Process:
Helpful resources for developing an Endorsement Process in your agency:
Billing Inquiry Process
Your agency’s Billing Inquiry Process outlines how your agency handles customer questions about billing. The process you follow should address whether the client’s question just needs a simple answer or research and maybe even a correction.
Some things to consider for your Billing Inquiry Process:
Additional Resources for developing a Billing Inquiry Process:
Customer Complaint Process
Every agency should have a standard Customer Complaint Process to outline the steps taken when people are unhappy with the service they get from your agency.
Some things to consider regarding your Customer Complaint Process:
Additional Resources for developing a Complaint Process in your agency:
Content Creation Process
If you have a blog, newsletter, or other platform for creating regular content to engage your current and potential customer base a Content Creation Process can really help for maintaining the quality and regularity of your content. It also makes creating content easier!
Some things to consider while developing a Content Creation Process:
Additional resources for creating your Content Creation Process:
Share Your Process
Does your agency have an amazing detailed process that other agents could follow successfully?
Share the love!
If you have detailed agency procedures for any of the processes mentioned here (or not mentioned here) send it to me and I’ll publish it here at InsuranceSplash!
You’ll gain recognition as an industry expert, get a link to your agency website on a prominent insurance website, and help countless agents across the globe be successful for many years to come.
CLICK HERE to learn how to get your agency process published!
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