Customer service is the heart of the insurance business. It’s what turns one-time policyholders into lifelong clients and referral sources. But even experienced agents can fall into habits that unintentionally hurt relationships or cause clients to look elsewhere.
Here are three common mistakes agents make when servicing customers—and how to avoid them to build trust, loyalty, and long-term success.
1. Only Communicating at Renewal Time
The Mistake:
Many agents make the error of going quiet for 11 months out of the year, only reaching out when it’s time to renew. This makes clients feel like a transaction, not a relationship.
Why It Matters:
Clients want to know their agent is looking out for them year-round, not just when a policy needs to be renewed. Lack of communication can lead to missed coverage updates and lost business.
How to Fix It:
✔️ Schedule periodic check-ins throughout the year
✔️ Send helpful newsletters or insurance tips
✔️ Offer policy reviews when major life events occur
Kansas PIA Tip: Use our tools and templates to build a consistent communication strategy that keeps you top-of-mind and builds lasting trust.
2. Failing to Educate the Client
The Mistake:
It’s easy to assume customers understand their coverage. But many clients have no idea what their policy covers—or what it doesn’t. Skipping over the details can lead to big problems down the road.
Why It Matters:
When a client experiences a loss and realizes they’re underinsured, they may blame the agent—even if it’s not your fault. This damages your reputation and can result in E&O claims.
How to Fix It:
✔️ Take time to explain coverages in plain language
✔️ Provide examples of real-world scenarios
✔️ Encourage questions and proactively review gaps in protection
Kansas PIA Tip: Our continuing education programs and E&O risk management resources help you sharpen your communication and avoid common liability issues.
3. Not Following Through Promptly on Service Requests
The Mistake:
A client asks for an ID card, a COI, or a policy change, and hears nothing for days. Even if you're busy, slow response times can damage trust and create anxiety.
Why It Matters:
Timely service is key to retaining clients in a world where instant results are expected. Delays can lead to frustration or even cause the client to shop around.
How to Fix It:
✔️ Set expectations and respond quickly—even if it’s just to acknowledge the request
✔️ Use automated systems or CRM tools to track open tasks
✔️ Delegate or outsource service items when possible
Kansas PIA Tip: We connect members with tools and tech that streamline operations and improve service efficiency so you can focus on building relationships, not tracking down paperwork.
Great Service Builds a Great Agency
Mistakes are inevitable—but they’re also avoidable. By being proactive, transparent, and responsive, you not only serve your customers better, you also build a stronger, more referral-driven business.
Kansas PIA is here to help you deliver top-tier service every step of the way.
✅ Professional Development
✅ E&O Resources
✅ Customer Service Tools
✅ Peer Support and Networking
Let us help you build the agency your clients can count on.
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