You're struggling to connect with customers in the insurance industry. What are you doing wrong?

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If you work in the insurance industry, you know how important it is to communicate effectively with your customers. You want to build trust, loyalty, and satisfaction, while also providing clear and accurate information about your products and services. But sometimes, you may feel like you're not getting through to your customers, or that they're not interested in what you have to offer. What are you doing wrong? Here are some common mistakes that insurance professionals make when communicating with customers, and how to avoid them.

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Mateen Hosseiny

Account Executive, Commercial Risks | Strategic Sales & Marketing | Automotive Insider
Lara Cantos Modesto

1 Not listening

One of the most common communication mistakes is not listening to your customers. Listening is not just hearing what they say, but also understanding what they need, want, and feel. If you don't listen, you may miss important cues, make wrong assumptions, or offer irrelevant solutions. To avoid this mistake, practice active listening skills, such as asking open-ended questions, paraphrasing what they say, and showing empathy. This will help you build rapport, identify their pain points, and tailor your message accordingly.

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Marino Ramirez Terc

Founder @ Eva | Reloading resilience in Latam through Insurance & Finance | Strategy | Business Development | Marketing | Financial well-being enthusiast
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As any product or service, you need to understand what your consumer wants, needs and feel. In this industry, this is a common problem, mainly provoked by the reputation of the insurance and that is not tangible.

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2 Using jargon

Another common communication mistake is using jargon or technical terms that your customers may not understand. Jargon is the specialized language that professionals use in their field, such as acronyms, abbreviations, or industry-specific terms. While jargon may make you sound knowledgeable and confident, it may also confuse, frustrate, or alienate your customers. To avoid this mistake, use simple and clear language that your customers can easily follow. Explain any terms that they may not be familiar with, and use examples or analogies to illustrate your points.

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Lara Cantos Modesto
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The wording should be presented prior subscription so the customer can carefully read it, and it must be written in a simple way so non insurance experts can fully understand it.

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Marino Ramirez Terc

Founder @ Eva | Reloading resilience in Latam through Insurance & Finance | Strategy | Business Development | Marketing | Financial well-being enthusiast
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Insurance jargon is complicated. If you add this to the complexity of the products and all the paradigms related, you will never succeed selling. Find a way to express your products as a child would understand, this is priceless.

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3 Being too pushy

A third common communication mistake is being too pushy or aggressive when trying to sell your products or services. Being pushy means trying to persuade your customers to buy something that they may not need, want, or afford, or using pressure tactics, such as creating a sense of urgency, scarcity, or fear. While being pushy may work in some cases, it may also backfire and damage your reputation, trust, and relationship with your customers. To avoid this mistake, be respectful and honest with your customers. Focus on providing value and benefits, rather than features and prices. And respect their right to say no or to ask for more time or information.

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4 Not following up

A fourth common communication mistake is not following up with your customers after the initial contact. Not following up means not staying in touch with your customers, not providing them with additional information or resources, not answering their questions or concerns, or not asking for feedback or referrals. Not following up may make your customers feel neglected, forgotten, or unimportant, and may also result in lost opportunities, sales, or referrals. To avoid this mistake, create a follow-up plan and schedule for each customer. Use different channels, such as phone, email, or social media, to communicate with them. And always thank them for their business and ask for their opinions or recommendations.

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Mateen Hosseiny

Account Executive, Commercial Risks | Strategic Sales & Marketing | Automotive Insider
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Prompt responses and follow-ups are vital not only to the success of the account but also in creating and reinforcing a reputation for being responsive. Even if the client seems uninterested or isn't ready to proceed, following up and continuing the conversation will allow them to feel comfortable to come forward with any questions and keep the line of communication open for future opportunities. Regardless of channel, leaving the client hanging is probably one of the worst things you can do.

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5 Not adapting

A fifth common communication mistake is not adapting to your customers' preferences, styles, or situations. Not adapting means using the same approach, tone, or format for every customer, regardless of their personality, background, or needs. Not adapting may make your customers feel bored, annoyed, or misunderstood, and may also reduce your effectiveness, credibility, or rapport. To avoid this mistake, do some research and analysis on your customers before you communicate with them. Learn about their demographics, psychographics, and behavior. And adjust your communication style, content, and channel to match their expectations, interests, and goals.

By avoiding these common communication mistakes, you can improve your skills and results as an insurance professional. You can connect with your customers better, understand their needs and wants, and provide them with solutions that suit them. You can also increase your customer satisfaction, loyalty, and retention, and grow your business and reputation.

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6 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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Bob Conner

President at Mints Insurance Agency
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Help your community what ever that looks like!? Get involved using the skill set that’s in your toolbox. Focus less on taking and more on giving.

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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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You may not be addressing their needs effectively. Try to listen more attentively to their concerns and tailor your approach accordingly. Simplify complex insurance jargon and focus on how your products can solve their problems. Be transparent and genuine in your interactions to build trust. Offer personalized solutions and follow up regularly to show you care about their satisfaction with your services.

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Marino Ramirez Terc

Founder @ Eva | Reloading resilience in Latam through Insurance & Finance | Strategy | Business Development | Marketing | Financial well-being enthusiast
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Be transparent. Don't feed the insurance industry's reputation for not paying claims, having fine prints, and assuming everyone's needs are the same.

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Cameron Shaw

Final expense product specialist | final expense CPA/CPL | Business developer | Lead Generation Expert | Providing services in All 50 states | Final Expense Pre-Sold Apps. Deals with IUL nationwide
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Be persuasive and transparent Use empathy instead of sympathy If the clients is talking that means he is interested in the service but you are not addressing he/she properly according to their needs 5 steps to close a deal properly 1.Introduction Who you are what you do 2.Pitching the product Tell them properly what is this all about and how this is going to be beneficial for them and their families 3.Setting the agenda Tell them already in the going conversation that what is going to happen go them through them with the complete process 4. Building the need in them: Sometime customer or client don't know what they actually need so build the need in them that why it is necessary for you and your family 5.quote and fill the app

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You're struggling to connect with customers in the insurance industry. What are you doing wrong?

1

2

3

4

5

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1 Not listening

2 Using jargon

3 Being too pushy

4 Not following up

5 Not adapting

6 Here’s what else to consider

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