Scripts for Service in Insurance Sector Interactions

Do you use scripts for service in insurance sector interactions? When I train independent insurance agencies and use the word script, eyes roll (sometimes out of people’s heads). Why does the word script give us so much anxiety? Maybe it feels too confining or it doesn’t sound like us? Perhaps it’s that icky feeling we get when we know someone we are interacting with is using a script? Scripts may also seem like something only a rookie needs to get by. 

Either way, the reality is that scripts are really helpful. 

Why Do Insurance Scripts Work?

Some things aren’t fun but they do work… Burpees, renewal reviews, and scripts. To be successful in customer service in the insurance sector, we all need a roadmap. That’s what scripts provide. A roadmap to practice and prepare for a challenging conversation. We never expect people to follow a script exactly. However, if you review a script and you can hit the main points, it’s a win! Scripts can empower us with better words and tools on how to handle difficult conversations. 

If you are newer to insurance, scripts can be an absolute life-saver. You’re put in all sorts of different situations, and having a helpful guide on what to say can help you succeed faster in your career. 

Here is a tip: If scripts make you uncomfortable, read them out loud – when you read them to yourself you are reading them not in your own voice. It’s amazing when you speak them in your own tone how much better a script may seem. 

If you don’t like a script, rework it a bit. However, why not try it as is — you may be having script bias. 

What Scripts Should Insurance Agencies Have for Service Team Members?

We have created a list of the scripts we think every independent insurance agency should provide for their service team:

• Handling Premium Increase Concerns: Guides agents to empathetically address client frustration about rate hikes, clarify reasons, review the account for discounts, and avoid unnecessary remarketing.
• Proactive Renewal Review Introduction: Initiates renewal discussions to update client information, apply discounts, cross-sell, and strengthen relationships while setting a positive tone. 
• Explaining Why Not to Remarket: Educates clients on the drawbacks of remarketing (e.g., coverage gaps, administrative hassle) to maintain loyalty to the current policy. 
• Addressing a Denied Claim: Explains policy exclusions compassionately, offers alternative solutions, and rebuilds trust to prevent client churn.
• Discussing Policy Cancellation or Non-Renewal: Communicates sensitive news about policy termination diplomatically, exploring options to retain the client or ease the transition.
• Responding to Coverage Gap Concerns: Addresses client worries about inadequate coverage post-loss, proposing adjustments while maintaining professionalism and empathy. 
• Handling Requests for a Specific Team Member: Manages clients insisting on a particular agent, offering message options or immediate assistance while respecting agency structure.
• De-escalating an Angry Client: Calm upset clients through active listening and solution-focused steps, preventing escalation and preserving the relationship.
• Explaining Underinsurance After a Loss: Sensitively discusses underinsurance issues, proposing coverage updates to prevent future risks while validating client emotions.
• Cross-Selling or Upselling During Renewal: Introduces additional coverage or policies seamlessly during reviews, highlighting benefits to meet client needs without seeming pushy.
• Responding to Billing or Payment Issues: Resolves confusion or disputes about invoices or missed payments, offering clear explanations and flexible solutions.
• Explaining Policy Changes or Updates: Clarifies modifications to policy terms or conditions, ensuring clients understand impacts and benefits.
• Requesting Referrals During Renewal: Politely asks for referrals at the end of a positive renewal review, leveraging client satisfaction to grow the agency’s network.

Conclusion

In conclusion, scripts are indispensable tools for insurance agency service teams, providing a roadmap to navigate challenging client interactions with confidence and empathy. By embracing scripts like those for handling premium increases, renewal reviews, or de-escalating upset clients, agencies can overcome the discomfort associated with scripted conversations and empower both new and seasoned agents to deliver consistent, professional service. 

When paired with role-playing and coaching, these scripts address barriers like staff training deficits and reactive cultures, fostering a proactive approach that enhances client retention, trust, and agency growth. Adopting and adapting these scripts ensures service teams are well-equipped to turn difficult moments into opportunities for stronger client relationships.

🔥 Check Out Our Latest Blog: How to Calm Customers Upset About Insurance Premium Increases with Proven Scripts 
🎉 Get Your FREE Script to Unwind An Upset Client 

🚀 Introducing Handling an Upset Client 

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