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Duty of care in an online world
How can advisors juggle their duty of care and personal contact, without needing to exclude customer groups? Digital solutions can be an easy, helpful tool.
25 September 2024
Insurance advisors’ customers expect the full experience: fast, simple and personalised service. Not only that - as an insurance advisor, you also have the duty of care to comply with. It all requires proactive management of your customers’ data, which is often a time-consuming process. Quite the expectations to live up to!
So, how to handle this as an insurance advisor? Digital solutions can be a powerful tool to help you out. They allow you to optimise your customer service and meet all the wishes and requirements - both of the modern customer and the duty of care. Let’s dive right into it.
With digital solutions, you can more easily meet your duty of care and give customers the top-notch service they expect.
This is how digital solutions help with duty of care
As an insurance advisor, you have a duty of care that you need to fulfil as well as possible. But it’s a challenge to fulfil this duty when many processes still require manual work – i.e. a lot of time. Smart digital services can help you address these challenges!
How can digital tools help?
Saving time
There’s solutions that allow you to serve clients in basically no time, from offering and formatting policies to tracking claims. This saves you time, which you can then spend on offering more advice and personal contact.Instant access to info
Digital tools allow you to quickly process, retrieve, or request customer data. That means you can increase the speed of your service, and have all the info you need to add that extra personal touch.Proactive customer contact
Approach your customers at the right and most relevant moment, e.g. an upcoming policy renewal or after big life changes. This is not only good for your customer relationship, but also your duty of care. By being proactive and ensuring that insurance is always appropriate, you comply with all the legal requirements, while giving customers the service they expect.
Digital solutions give you more time for personal advice and contact. Image: Alicia Insurance
The ‘digital’ myth: less personal contact?
Many advisors are reluctant when it comes to adopting digital solutions, fearing it will come at the expense of personal contact with their clients. However, the opposite is true. It can actually help advisors work in an even more personalised way, at the most relevant moments, adding value for everyone involved!
Also serve smaller customers (digitally)
You want to serve as many clients as you can, while maintaining top-notch service. But for some niches, it's difficult to make financial ends meet. Or you simply don’t have the extra time. Think of small cases, such as individuals or freelancers.
With digital self-service, you can still help these groups! Even the smallest clients can familiarise themselves with insurance options and take out policies themselves, which are processed immediately. That saves you time as an advisor, without losing this group of customers.
Self-service encourages personal contact
With smart digital tools, many administrative tasks can be carried out by customers themselves. Think of updating important information – customers are able to that themselves at any time, or when you automatically remind them.
This way you easily save time, which you can spend on giving valuable advice! And because you have the info you need, your interaction with your customer will ultimately only become more personal and relevant.
When customers can digitally supply important information themselves, you save time for more personal and relevant customer contact.
Next level service with Alicia's digital services
Digital services can seem complex. At Alicia, we make it as easy as possible - both for the client and the insurance advisor.
Alicia's digital policy closing tool and admin tool is fully customisable to your needs. Do you want to have certain aspects, or offer Alicia's existing ones? It's all possible, and is built specifically for and by people just like you.
In summary
Digital solutions offer huge opportunities for insurance advisors to improve their customer service even further, work more efficiently, comply with duty of care and maintain - even increase - personal contact! It gives advisors the freedom to focus on what really matters: delivering valuable advice and building strong customer relationships.
Ready to take your customer service to the next level using digital tools? Schedule a coffee with Ronnie today for a demo and find out how Alicia can help you as your digital service provider.
