As insurance agents, your job is to professionally assist your clients in finding insurance coverage right for their lives and budgets. As professionals, your follow-through, advice, and industry knowledge are held to a high company standard. However, things can often slip through the cracks, whether it be from an overworked memory, or perhaps a miscommunication with a client. This makes documenting your client interactions and follow-ups all the more critical.

When you first meet a potential client, who has inquiries about your company’s insurance coverages and premiums, you will get to know them and understand their insurance needs. Once you know what they’re looking for, then you can begin building their insurance policy. Taking notes and documenting critical parts of a client’s policy to keep on hand for future connections can help you build an essential profile of that person/business. The client will appreciate your knowledge and understanding of their policy, especially if they need to file a claim.

Insurance Agents: Properly Documenting Can Save Your Hide

More often than not, most clients will take the advice of their insurance agent. However, there are occasions where they may disagree with specific and recommended policy coverage. To protect themselves, it is highly recommended to insurance agents that they take notes, and even ask the client to sign documents/waivers saying they were offered the particular coverage, but ultimately decided to turn it down.

Document Even Regular Client Convos

Whenever you speak to a client about their insurance coverage, whether it be to discuss a change, an upgrade, or a decrease in coverage, always send out a letter to follow up. By sending a letter that reiterates your coverage conversations, you are making a physical document that pertains to the discussion and running it by the client one more time, so they are sure to remember. Both of you can keep copies of the follow-up letter for your records, and therefore can always refer back to it in the future.

Mr./Ms. Telephone Wo/Man

Telephone calls are also an increasingly important way to document client conversations. Many companies record customer phone calls, but if your place of employment does not, you may find that keeping a phone log is very helpful. Keeping track of the date, time, and length of a phone call can remind you of meaningful conversations. You can also take small notes about each call, as a reference point for what each communication was about.

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