Insurance Needs in 2021: 5 Secret Pointers

When it comes to selling insurance, an agent’s strategies must be wired towards their customer’s insurance needs. The faster you understand your clients, the better your agency will fare in the global market.

According to BusinessWire, millennials self-reported a staggering 78% shortfall in life insurance coverage in a recent New York Life’s Life Insurance Gap survey. It is essential to understand why the current generation is not buying insurance and how to change that.

Regardless, one thing is for sure—most insurance customers do not have complex needs. Typically, their only concern is overall security from possible risks at affordable premiums. As an insurance agent, the big question then is: How will you approach your customer’s insurance needs? Here are a few pointers to help you find your answers:

In this blog

Ask Your Customers About Their Insurance Needs

The easiest and most straight-forward way of finding out your customer’s insurance needs is to ask them. There are many ways to reach out to your clients and ask them for reviews, feedback, and testimonials. Sometimes, your customers will contact you themselves, but you will need to be more direct in your endeavors with more reclusive customers.

Mentioned below are a few ways to reach out to your customers to learn what they want:

  • Questionnaires
  • Testimonials
  • Feedback forms
  • Surveys

For more engagement, you can ask for detailed reviews and responses. Start with general questions that collect available information, and dive deeper as you go on.

customers need

Your Customers Need Insurance Innovation

Gone are the days of waiting in lines and sitting by the phone waiting for an operator to hear you out. Statista says that a majority (85.8%) of the total U.S. population now has access to the internet in 2020. Your potential clients are looking for fast service and excellent customer service, right on their smartphones.

A recent study by Bain & Company showed that millennials who are digitally active are more likely to buy insurance from newer companies given their presence on online platforms. To hear your customers out, you need to be where they are. Marketing and communication are two sides of a river, with innovation being the bridge.

Don’t stop communicating once your leads become clients. On the contrary, it is even more vital to keep the conversation going and avail yourself regularly to your clients.

Adding a Personal Touch Into Your Customers Needs

As an insurance agent, you are likely to be talking to your clients five days a week. You need to start a conversation remotely and build it up to a physical sale and much further; rather than give the impression that the customer needs to start the conversation every time any assistance is required.

When businesses and brands add value to their products with customer-centric communication outlets, they see an upsurge in their sales. Customers who need insurance like to work with companies that add a personal touch to their products and services.

Some instances of adding a personal touch to your company while talking to your customers are:

  • Use First Names—People love hearing their names while conversing. Try as much as you can to insert your customers’ names into the conversation naturally.
  • Be Responsive—If you get a call from your customers when you are busy or unavailable, try to get back to them as soon as possible.
  • Take Notes—Since you will need to talk back and forth with your clients until they buy from you, make sure to note down their preferences, needs, and other important little details. Every time you communicate with your clients, make sure to quickly skim your notes so that you can add in personal details and ensure that you are meeting their needs.

Become a part of an ever-growing insurance directory.

Get your profile listed and increase your book of business. 

Seamless Experience To Facilitate Your Customers Insurance Needs

Your customers will always value seamless service, from the initial call to the closing deal. Create a space where your customers can get back to you on their own time yet don’t need to start over with their information every time.

When your clients call you, they want their problems solved as soon as possible. They don’t want to listen to a scripted conversation with a customer representative. What sets you apart is the unrelenting care and unparalleled service with which you approach your clients.

Whether you are online or offline, it is essential to show your customers that you reflect a strong brand, image, and values. It shows that your company is incredibly invested in serving and providing a great product to clients.

Get Back to Your Customers Insurance Needs with a Follow-Up 

You can take as many surveys and questionnaires as you like, but none will be of much help without processing them. Your agency should use all the information relayed by customers so that you know what areas of your business need to be improved upon.

After implementing customer feedback, make a point to get back to your customers and let them know that their input is appreciated. This will help build rapport between them and you. Remember to always to be courteous, detailed, and prepared when you reach out to them.

When you provide your customers with proper feedback, they understand that their voices have been heard and that they matter. It is an excellent way of showing them that you care for them. While it is a no-brainer, most companies fail to see that really listening to their clients is an essential part of customer service.

customers need more


The insurance industry is built upon a supply and demand chain, and your customers have varied insurance needs. You must listen and understand what they want so you can provide them with the right products. With these tips, you are sure to make your customers feel that they are indeed being heard while also using their feedback to strategize your next move.

For more tips on how agents can excel in providing their clients with top-notch services, refer to our blog on the top qualities that every insurance agents need to excel in 2021.

To keep up to date with more vital insurance related information, check out our insurance blogs.   

If you want to talk about it with our professional insurance agents, leave a comment below.

Become a part of an ever-growing insurance directory.

Get your profile listed and increase your book of business. 

Related Articles

smart choice insurance featured image

Smart Choice Insurance vs. Covered by SAGE

Helping Agents Make the Better Choice

brightway insurance featured image

Brightway vs. Covered by SAGE

Choose Wisely

goosehead insurance featured image

Goosehead vs. Covered by SAGE

Which is Better for Agents?