Sponsored: Rob Glenister, client services director at Gallagher Bassett UK, provides his tips that customer service insurers should embrace to exceed client expectations

As technology and innovation continue to shape customer interactions, it’s easy to get swept away by the latest trends and tools.

However, amidst all the advancements, there’s an enduring truth – the foundation of exceptional customer service lies in understanding what it is the client is really hoping to achieve at every stage of innovation.

Rob Glenister Gallagher Bassett

For insurers who navigate the intricate world of risk management and coverage, the fundamentals of customer service remain paramount.

As regulators turn their attention to customer service standards, now is the time to refresh your service practices and embed the lasting foundations of service excellence throughout the business.

Empathy is key

Insurance is not just about policies – it’s about protecting what matters most to individuals and businesses. The first rule of exceptional customer service is empathy.

Understand your clients’ concerns, needs and challenges. Customise your interactions to demonstrate genuine care for their well-being, building trust and long-lasting client loyalty.

Transparent communication

In an industry known for its complexity, prioritising clarity is a valuable approach.

It’s about crafting communications that are devoid of jargon, keeping them concise and easily understandable.

This way, clients can effortlessly grasp their coverage, navigate the claims process and assess potential risks. Transparent communication naturally instills confidence, enabling clients to make informed choices.

Prompt responses also make a difference. Whether it’s a reporting inquiry, an update on a claim, or addressing a concern, being responsive is a fundamental aspect.

Clients value knowing that their client services representative is readily available when they require assistance. Prioritising accessibility through various channels, such as phone, email and online platforms, ensures that clients receive the support they need.

Proactive problem solving

Anticipate your clients’ needs and be proactive in solving their problems. Instead of waiting for clients to raise issues, take the initiative to offer solutions before they’re asked.

This could range from suggesting coverage adjustments to providing risk management advice.

Customers interact with insurers through various touchpoints – from online platforms to face-to-face interactions. Ensure that the quality of service remains consistent across all channels.

A seamless experience builds confidence and trust.

Continuous improvement

Customer service is a journey, not a destination.

Regularly gather feedback from clients and use it to improve your processes and service quality. Embrace a culture of continuous learning and refinement.

In an era of technological marvels, the fundamentals of customer service remain timeless.

For insurers who hold the responsibility of safeguarding individuals and businesses, mastering these golden rules is pivotal.

Empathy, clarity, responsiveness, personalisation, proactive engagement, consistency and continuous improvement – these are the pillars upon which exceptional customer service is built.

Ensuring that every interaction reflects your commitment to clients’ well-being and peace of mind is easily achieved by embracing these principles – to not only meet the demands of the present, but pave the way for a future of trust, loyalty and unparalleled customer satisfaction.

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