Insurance brokers guided through a perfect storm

The coronavirus pandemic, a hardening market, and the nature of remote working, all pose hard questions for the insurance broking sector, the professional body has warned.

Liz Foster, non-executive director of the Society of Insurance Broking, said the ability to communicate clearly, alongside having sound technical knowledge, will be invaluable if the profession is to overcome these challenges.

The society, which launched two years ago as the dedicated professional body for those working in the insurance broking sector, recently published guidance and learning on effective engagement with customers and clients remotely.

In a Professional Focus webinar, Jeff Heasman, founder and managing director of Insurance Upskill, recommended insurance brokers take the following actions to improve the way they communicate: 

1. Don’t delay - Communication should be proactive. Get in touch and talk to your customers.
2. Prepare the language you are going to use and yourself in terms of emotional transfer. Show empathy. Be sincere and engaged.
3. Suggest and sign-post solutions.
4. Monitor the effectiveness of communications. Address misconceptions.

Ms Foster said: ““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.

“The ability to communicate clearly, alongside sound technical knowledge, is invaluable.”

To view the Professional Focus webinar visit: https://www.sib.org.uk/learning/learning-content-hub/articles/professional-focus-communicating-with-customers-in-difficult-and-uncertain-times/92789