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Communication Breakdown: 7 Ways to Ensure You’re Communicating Smoothly With Clients

When you have a new insurance client, what do you talk about? Insurance, of course: but whether you have E&O insurance or not, you need to make sure that your insurance communication is clear. Confusion can lead not only to trouble for you and your client, it can lead to legal proceedings against your company. How can you ensure that your communication is clear so as to prevent potential problems?


1. Make Clients Feel Fluent in Insurance Language 

Insurance policies can come across like intimidating legalese to your clients. Make sure that you sit down with them and explain what those policies mean. What’s covered? What’s not? Do they need additional insurance products? Part of being an excellent salesperson is helping your clients understand their needs and determining which products best meet those needs.


2. Talk About What’s Missing 

Do your clients expect that overland flood insurance will be included in their flood insurance? This could cause a financial disaster if they do experience an overland flood. Make sure that your clients read between the lines and see what’s not included in their insurance policy. Be very clear about what items are not covered. This will help you and your clients so that you don’t hear back from a dissatisfied client who has suddenly realized that specific stolen or damaged property was not covered by insurance.


3. Speak to the Client’s Specific Needs 

Don’t just provide rote communication that’s focused on the benefits of your products. Really listen to your clients, and target your communication to them. According to, you need to “ask plenty of questions when you meet a client, to gain a clear understanding of their goals. Armed with this knowledge, you can provide targeted communications….” High-quality communication is better than a general discussion of your products that may not hold value for your clients.


4. Use the Right Communication Channels 

Different types of communication are suitable for different occasions. For instance, you may want to text your clients a reminder, but you want to talk with them in person or on the phone about the complex details of their policy. Make a conscious decision to use the right type of communication, not just the one that seems to be the easiest at the time.


5. Use a Checklist 

Did you remember everything? A checklist can help you remember all of the details that you need to communicate to your clients. Strong communication about these details allows you to ensure that you’ve covered all of a client’s potential questions and cleared up any areas of potential miscommunication.


6. Adopt a Communication Tracking System 

Does your communication feel synchronized? Software products can allow you to log emails, phone calls, meetings, and other communication that you have with your clients. If these are cloud-based, you can log in from anywhere. Make sure that you document your communications so that you can recall what you and your clients have talked about and what you have not yet addressed.


7. Guard Against Communication Breakdown: Add E&O Insurance for Insurance Agents 

You’ve tried your best, but your client didn’t understand. You may have made a mistake. Whatever happened, here you are with am an unhappy client who wants financial relief. No matter how well you communicate, your company needs E&O insurance for insurance agents, so that you can rest assured that your legal fees and compensation for injured parties will be covered in the event that you do face a client lawsuit.


At American Agents Alliance, we understand your independent insurance agency. We’re here to support your business as you change and grow. We’re also here to protect you: Contact us today to learn more about educational opportunities and insurance for your growing business.

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