Over the past few years, many Americans have started to become a little more vocal about the concerns they might have regarding their home insurance policies. Price remains a major factor, of course – although one agents likely can’t do much about – but among the other issues people face are understanding their policies, and the paperwork that accompanies their plans. For this reason, it might be important for agents to do just a little more to make sure people know how to deal with all that documentation as quickly and easily as possible, especially when they’re trying to get a claim filed.
“For clients, even simple paperwork can be hard to sift through.”
There are many reasons why the process of filing a claim or changing aspects of their coverage may be a cause for concern among consumers, and not the least of these is that the requisite paperwork can be hard to sift through, according to a report from the Great Falls Tribune. That’s because even people who take the time to read their policies thoroughly before they file a claim – which isn’t as big a portion of the client base as it probably should be – might not fully understand what they are and are not covered for.
This lack of understanding can lead to a lot of frustration on the part of consumers because things they might think are covered are not, and other aspects of their plans might not cover things as much as they might have expected, the report said. This means that agents are likely to field calls from people who are angry or otherwise upset about a potential loss. And that can also lead them to feel that they’re being pushed into buying more expensive coverage just to deal with what they might feel should be basics of any home insurance plan.
What can agents do?
People often grow frustrated with their home or auto insurance coverage simply because it can be tough to understand, or that the process of filing a claim or changing their policies isn’t going as expediently as they might like. As a result, the agents who are able to do more with their clients to help them understand the ins and outs of their coverage will probably be the ones who also see higher rates of customer satisfaction. That, in turn, is likely to ensure that client retention rates are also as high as possible for agents in the future.