Now that you are starting to make new health insurance leads based sales, you will need to focus on helping your customers through the underwriting and approval process. Many new agents fail to to this properly and end up losing customers that never should have been lost. Remember, you are trying to build a book of solid health insurance customers, so the better you help them initially, the longer they will stay on your books. So how do you do this?
Many times in the push to get initial sales, a new health insurance agent will neglect to provide proper customer service to their new health insurance customer. I have heard from many of my customers that the last time they ever heard from the health agent that sold them their previous policy was at their health insurance sales presentation. You are wasting the effort you put into your sales presentation if you do not provide adequate customer service afterward s.
There are several simple steps to take to provide the customer service level that will help keep customers and earn you more referral health insurance business. Remember, when you set the customers expectations at a reasonable level then deliver at a much higher level, you will be their hero! Here are the steps to take to ensure this happens:
1. After closing a health insurance sale, make sure your customer understands that their application has to go through the undewriting process for approval. Set their expectations for a reasonable time that it will take for this to happen. I usually tell my health insurance clients that it will take four to six weeks, even though most of the policies are approved in less than two. Guess what? When they are approved for their health insurance much quicker than expected, they are much happier with their policy and you. If they have coverage, make sure to stress to them not to cancel their current coverage until they are approved for the new policy.
2. Always send a thank you letter that also includes important contact numbers. These would be your number, insurance company customer service, and the underwriting customer service number. It is important for them to have these numbers because one of the main reasons for a health insurance application to be rejected is the underwriting company being unable to get into contact with a customer.
3. Always monitor applications in underwriting on a daily basis. This will allow you to get into contact with the customers if underwriting is having any issues, such as not able to get in contact with the customer, having problems attaining an APS from their doctor, etc. It will also help you notify your health insurance client quickly when they are approved for the policy. (or unfortunately declined)
4. When you see that a health insurance policy is issued, call the customer to let them know. If you have their policy number also provide it to them at this time. Be sure to let them know how their policy will be delivered (and again set a realistic expectation of time frame of this). Now is a good time to ask for referrals.
5. If an application is declined, CALL THE PROSPECT IMMEDIATELY! Let them know the reason why and offer to find them something that they can get approval for. If the application was for multiple family members and only one was declined, do your best to retain that business.
Always be accessible to your customers and keep in touch with them. This will make you their first choice for their health insurance needs, and the first one they suggest when a friend needs help with their health insurance.
I hope you enjoyed reading and find it useful.
Thanks for stopping by my insurance leads blog and come again!
Cheers,
Mac
