Using the Follow Up Framework

Insurance agents play an essential role in helping their clients navigate the complex world of Medicare, but your work doesn't end with the enrollment process. Following up with clients after they are enrolled is just as important as educating them on their plan options. Not following up with a client after enrollment not only costs future business opportunities but also affects your customer retention. ?

Why is it important for insurance agents to follow up?

Regularly following up with your clients will also improve your agent-customer relationship and can make getting referrals easier than ever, bringing in new business. Checking in also allows you to be more aware of client satisfaction. The most important thing an agent gains from a follow-up appointment is insight into whether the client is happy with their plan or if they need additional help. Unexpected changes in health can happen at any time. Clients may also have additional questions that pop up after they begin using their health plan. Your job as an insurance agent is to act as an educational resource to answer any questions or to recognize that the chosen plan is not working for the client and correct the issue.

When should insurance agents reach out after the enrollment?

The 30-60-90 day follow-up framework is a great place to start until you can discover what works best for you and your clients.?We can say following up with clients should be an important part of your strategy, but how often should you be reaching out?

The 30-60-90 day follow-up strategy is a schedule you can follow that promotes strong client relationships. The strategy indicates that an insurance agent should follow up 30 days, then 60 days, and finally 90 days after the client enrolls in a plan. This reliable and easy-to-follow method can be applied to all your clients and ensures that no one is missed while establishing in your clients’ minds that you are available to assist them. This not only helps you stay organized and on top of your client follow-ups but also allows you to proactively schedule your communication with clients for the next three months. By having a clear timeline of when to reach out to each client, you can ensure that no one falls through the cracks and that you are consistently engaging with your clients to provide them with the support and assistance they need. This level of organization and proactive communication demonstrates to your clients that you are dedicated to their well-being and satisfaction, ultimately strengthening your relationship with them and fostering a sense of trust and reliability.

What should I expect at the 30-day meeting?

Since clients may not have utilized their plan yet, it's a great opportunity for insurance agents to proactively confirm they received their cards and suggest scheduling an annual wellness visit to ensure that the plan aligns with their evolving healthcare needs. By encouraging this early check-in, agents can demonstrate their commitment to their client's well-being and provide an opportunity to address any potential concerns or questions. Additionally, the agent should arrive at the meeting fully prepared with informative materials, such as brochures detailing plan benefits, a copy of the OTC catalog (if available), or contact information for easy access to customer service. This proactive approach not only showcases the agent's dedication to client care but also helps set the stage for a productive and beneficial relationship moving forward.

What should I expect at the 60-day meeting?

At the 60-day meeting, you will continue building upon the foundation established in the previous follow-up. This meeting serves as an opportunity for clients to provide valuable feedback on their experience with the plan thus far. Depending on whether the feedback is positive or negative, insurance agents can tailor their approach accordingly. If the client expresses satisfaction, the agent can proceed with reinforcing the benefits and features of the plan discussed in the initial meeting. On the other hand, if the client raises concerns or issues, the agent should be prepared to address them promptly and make any necessary adjustments to ensure the client's needs are being met effectively. This proactive and attentive approach demonstrates the agent's commitment to client satisfaction and highlights their willingness to adapt and provide personalized support as needed.

What should I expect at the 90-day meeting?

At the 90-day meeting, agents should take the opportunity to delve deeper into the client's overall experience with the plan. By this point, most clients would have had sufficient time to test out the benefits and coverage provided by their chosen plan. This feedback is invaluable as it allows agents to gauge the plan's effectiveness and identify any potential areas for improvement. Should any issues or concerns arise during this discussion, agents must be prepared to take immediate action to address them and ensure that the client's needs are met satisfactorily. For clients who express satisfaction with their plan, agents should use this meeting as a chance to reaffirm their ongoing support and availability for any future questions or assistance. Agents must maintain a proactive approach to fostering a positive agent-client relationship and demonstrating their commitment to providing exceptional service. By reinforcing their dedication to client care and emphasizing their willingness to address any issues promptly, agents can solidify their position as a trusted and reliable resource for their clients.

Are you interested in learning more about the 30-60-90 follow up framework and other tips and strategies you can use to help educate your clients?

Get more tips for your follow up meetings, increasing scripting and presentation ideas. Download your copy of our 30-60-90 Day Follow-Up Framework guide now, or give us a call at 800-962-4693 and speak with one of our business consultants. Agent Pipeline offers a wide range of agent support products and services for you to take advantage of, including contracting, technology, compliance, and marketing support!