Skip to main contentSkip to main content
blog icon
News & Updates
Stay current with ongoing updates within our agent network and the insurance industry.
Visit Our Blog
personal profile icon
Members Only
Our online resource center provides added resources and other benefits to our members.
Agent Login
clipboard icon
Become a Member
Fill out a quick application and, upon review, we'll contact you with further information.
business buildings icon
Locate an Agent
Our independent insurance agents are among the top in the industry. Find one of them today!
Agent Search

How Insurance Agents Can Improve Customer Interactions

How Insurance Agents Can Improve Customer Interactions

How you communicate with your prospects and customers can make or break your agency’s success. Here are the five essential insurance agent communication skills you need to make yourself a better agent. Remember to focus on education ad meeting needs, not selling. 

1. Active Listening: An Essential Insurance Agent Communication Skill

Exceptional insurance agents know the most efficient way to get to “yes” in a sales presentation is to tell the prospect what products they need. By asking the right questions and listening to your prospect’s or customer’s answers, you can tailor your sales presentation to their needs and increase the chances of closing the sale.

2. Be Able to identify client issues and concerns

Insurance is a complicated business. If you’ve been an agent for a few years, you may have forgotten how overwhelming it can be to read an insurance policy or understand all of the different insurance coverage options that are available. It’s your job as an agent to break these concepts down for your prospects and customers.

In your presentations and other insurance agent communications, use clear, simple language to explain your different coverage options. It can be helpful to jot down the risks the product covers, popular riders, and common exclusions. Consider eliminating industry-specific jargon. If you’re unsure if you’re being clear, run your presentation past a friend or family member who isn’t in the business.

3. Be Aware of Your Nonverbal Communication

When you’re speaking with someone face-to-face or even on the phone, your nonverbal communication speaks louder than your words. Nonverbal communication includes everything from:

  • The tone of your voice
  • The pace of your speech
  • Your attire
  • Your posture
  • Your eye contact

To build credibility and trust with your prospects and customers, be aware of how you communicate nonverbally. Be welcoming and warm with the tone of your voice, and don’t speak too quickly. If you’re speaking with someone face-to-face, maintain good eye contact and dress professionally. People trust you with their largest assets, and you should look and behave like you take that responsibility seriously.

4. Put It in Writing

Your written communication skills are just as important as your verbal and nonverbal communication skills. How you communicate with your customers and prospects in letters, emails, and text affects their perception of you and your agency. Err on the side of formality, making sure you include a greeting at the beginning of your written communication and a salutation and signature at the end. Proofread everything you send to prospects and customers.

In closing

You can do this by sharing how your agency builds value for customers and having deep knowledge all of the products and services your agency offers. No matter what, be your authentic self in your interactions with prospects and customers. Work with your agency owner to find your sweet spot for the type of business you like to pursue and write and become the expert in that area for your agency.

Take Your Agency to New Heights and Grow Your Book of Business


Partners in Action