To say it’s been a challenging year for insurance brokers would be a massive understatement. As if the coronavirus pandemic was not difficult to deal with enough, add to it the nature of remote working and a hardening market – creating something of a perfect storm for the sector.
The Society of Insurance Broking is hoping to aid insurance brokers through this difficult environment and recently held a professional focus webinar where founder and managing director of Insurance Upskill, Jeff Heasman, outlined a number of actions that brokers can take to improve the way they communicate during this time:
- Don’t delay - Communication should be proactive. Get in touch and talk to your customers.
- Prepare the language you are going to use and yourself in terms of emotional transfer. Show empathy. Be sincere and engaged.
- Suggest and sign-post solutions.
- Monitor the effectiveness of communications. Address misconceptions.
“The coronavirus pandemic has created a hugely challenging environment for businesses and individuals in the UK and internationally, and our members have really stepped up to the plate in offering pragmatic advice and support to them during this time,” added Liz Foster, non-executive director of the Society of Insurance Broking.
“The ability to communicate clearly, alongside sound technical knowledge, is invaluable.”