Now that the new year has begun, it’s time to check in with your clients to make sure they are happy with their new healthcare coverage. Client retention should always be a priority and outreach at the start of the year is key to ensuring your clients understand their benefits and are satisfied with their plan choice. You can eliminate any feelings of uncertainty and help provide a smooth transition to their new plan.
Here are some key points to cover with them during your check in:
New ID Card
Confirm that they received their new ID card and that it correctly reflects the plan they enrolled in. Remind them to give the new card information to their doctors and pharmacy. This will ensure their claims process correctly.
Questions About Benefits and Costs
Ask if they have any questions about their benefits or out of pocket costs. They may have a specific question, or they might need an overall refresher. It may have been several months since they sat with you during AEP and selected a plan. Some of the details may be unclear or may have been forgotten. This is their opportunity to clarify anything they are uncertain about. Highlight supplemental benefits such as hearing, dental and vision coverage as well as any wellness benefits such as gym memberships. These sometimes get lost in the overload of benefit information during AEP and your clients may welcome a reminder. When they understand their coverage they can maximize their benefits and minimize their out of pocket costs.
Where to Find information About Their Plan
Make sure they know where to find information on their plan and how to contact the plan’s customer service department. Encourage them to set up an online account on their insurer’s website where they can access their benefits, the provider search tool and drug formulary, and see how their claims processed. Some of your clients may not be comfortable going online, and in these cases you can assure them that you are available to assist with any questions or concerns.
Confirm Contact Information and Preferred Method of Communication
Let your clients know you will be reaching out to them periodically to check in and answer any questions or address any concerns. Confirm that you have the correct contact information on file as well as their preferred method of communication. Remind them that you are available year round to assist. Regular proactive outreach lets your clients know you care and reduces the chance of losing them to another agent. Encourage them to reach out to you if there are any changes to their personal circumstances.
Post Check-in Actions
Use Your CRM
Log any updates and notes from your client interactions. Use your CRM tool to set a schedule for regular interactions. This allows you to offer personalized service to each of your clients.
Identify Cross Selling opportunities
If your conversations have uncovered any opportunities for cross selling ask your clients if they would like to schedule a separate meeting to discuss these needs.
Always remember the importance of providing excellent customer service. Be easy to reach and quick to respond. If you need to follow up do so in a timely manner. This can help you stand out and build your reputation as someone your clients can trust and rely on.
Whether you are just starting out as a new agent or have years of experience, PTT Financial is here to support you. Our goal is your success. Contact us today.
