The customer experience is paramount to retaining and gaining new customers. Customer service is arguably the most vital factor that clients use to determine which providers to sign up with. For health insurance agents, fostering dependable customer service is the only way to go. It is an expensive service that consumers expect to have a decent experience with.
Insurance agents are already pretty well versed at giving the customer an enjoyable journey and attending to their needs; however, with technology in play, it needs to be stepped up a notch. For anyone who works in the health insurance field, these tips will help you evolve your customer service to better satisfy your clientele’s medical needs.
Make it Personal
A few decades ago, customer service wasn’t the end all and be all. If you had a good quality product or were the cheapest in town, you would still make money. As generations have changed, so has the dynamic of every industry. Customers now want a personalized experience that is tailored just for them. Get to know your customers by making conversation instead of just employing sales tactics. Your customers want to feel a connection to the person or provider they do business with.
For people with medical needs such as chronic disease or who need emergency surgery, working through the procedures and insurance system can be terrifying. Make it a priority to find out what your customer values and what is important to them. These small efforts will go a long way in improving your customer interactions.
Help Them Save Costs
Health insurance, medicine, surgery, and doctor’s visits; these costs add up and some treatments or physicians aren’t covered by any insurance plan. Look out for exclusive discounts and flag notifications for supplemental benefits that your customer will be interested in. There are a few plans out there that help your customers to take better care of themselves by managing their medical finances more effectively.
A popular program that will save your customer money is supplemental OTC solutions. Customers will be provided with OTC cards that give big discounts on products and services like vitamins and dental care. Other options also include helping your customers price check different pharmacies and facilities and notifying them of specials and where they can save some cash.
Streamline Procedures with the Right Tools
Anyone who has ever had to navigate healthcare insurance forms or understand what to do when visiting a specialist knows how complex the system can be. Think about what your customer has to go through to get the medical care that they need. Now, consider how you might be able to streamline this process for them.
If there is a website, assist them in filling out repetitive insurance forms by completing the information for them. Not sure about what your customers can benefit from? Create and send out a survey to find out. They might even notify you of a common problem that is easy to fix because you provided them with the necessary tools.
Customer service is undoubtedly important in health insurance because the business relies on customer membership and monthly premiums. Anything that you can do to secure those customers with good service and maintain a friendly relationship will make your customer’s financial investment worthwhile.
