Tech

Lessons from COVID: Stay connected with clients

This year has looked different for many businesses—especially those that deal directly, face-to-face with the public. Since the pandemic “shut down” the country in March, we have had to rely more on electronic forms of communication, some of which we may have never used before in our businesses, such as Zoom, a cloud-based, peer-to-peer software platform used for teleconferencing.

Some businesses, including insurance agencies, were more prepared or set-up to adapt to these new forms of communication while others struggled, but it demonstrated the need for agents to have multiple ways to connect with clients individually and to communicate about their products and services to the public. It also stressed the importance of having clients’ cell phone numbers, email addresses, and social-media handles. Electronic communications Even under normal circumstances, electronic communications can make sharing policy-related documents much easier. However, electronic communications became vital when states were on lockdown. During this time, shipping companies and the U.S. Postal Service were overrun by increased online ordering, which led to delays—something you

TECH

Insuring the life you live and the home you live in for over 60 years.

National Security has provided competitive, affordable insurance to policyholders for over 60 years. We also provide our agents with competitive commissions, excellent customer service and experienced company adjusters. As a Southeastern based regional company, National Security prides itself on fast, efficient service from a friendly small town company. Our agent website provides fast quotes, online policy issuance, and real-time policy information. Find out more about our products by calling 1-800-239-2358 or visiting nationalsecuritygroup.com.

Elba, Alabama

Dwelling Fire • Limited Homeowners • Comprehensive Mobile Homeowners • Vacant Property • Life & Health

don’t want when it comes to insurance. Getting your clients signed up for electronic communications about their policies can make communication easier and seamless; clients can receive their policy information in a matter of minutes instead of days or even weeks. However, remember you cannot start communicating such information automatically. You need to get consent from a client to communicate policy information and documents electronically.

Client access

Being unable to meet with clients in person has made an online presence all the more important. In the 21st century, it is necessary—especially

Design+ Print

(800) 424-4244 design.print@pia.org pia.org/design&print

since most people look for things online. It also gives you another means to communicate with all of your clients. A website gives you a central location to send clients if they are looking for certain information, and it makes it easier for potential clients to find you. The same goes for a Facebook or LinkedIn page. These social-media channels give you the opportunity to share information with clients, like about the dangers of floods or tips on how to prepare for a hurricane. They also allow you to encourage people to contact your office should they have questions about whether their policy includes certain coverages, and allows you to have another touch point of communication with your clients. The phone or Zoom app also has become more widely needed during this time. Current or potential clients discuss policy options with you via phone or Zoom instead of coming into the office to talk. In the early days of the pandemic—even in states where insurance agencies were considered essential businesses—many people were not comfortable traveling to places unless it was necessary, so we had to find other ways to connect.

Here to stay? While COVID-19 precipitated the push for more clients to opt-in to electronic communications, for agencies to increase their online presence and utilize other communication tools like Zoom, there’s a good chance these practices won’t go away when we (hopefully) return to a semblance of normal. This technology, while necessary right now, is great even when we are not limited in where we can go. It makes it easier for the client to just sign on to Zoom to chat instead of driving to your office, and it can help you talk to more clients. An online presence can help you get your agency in front of more people and get more clients. And, electronic delivery of policy information is not only quicker and easier for all involved, it saves money for mailing and is more environmentally friendly than printing an entire policy and related documents to mail to a client. While there was an increase in use of these tools out of necessity, we can see that they benefit businesses, and should not be forgotten once we can move on from COVID-19.

Reach out to clients Should you need help marketing your agency, to connect with clients, PIA Design & Print can help you update your website, and help you if you need to rebrand your agency. And, if you are interested in designing, printing and mailing marketing materials that can be sent to your clients to keep in touch with them (e.g., brochures, postcards, fliers, magazines or newsletters), PIA Design & Print can help with that, too. For more information, or to see samples, log on to pia.org/design&print, email design.print@pia.org or call (800) 424-4244. Slye-Hernandez is PIA Management Services’ Government & Industry Affairs specialist.