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Navigating technology: Reducing client inquiries with the help of technology

October 30, 2023

In the fast-paced world of insurance, managing client inquiries efficiently is essential. This article explores practical approaches that you can adopt to streamline client inquiries, improve communication channels and provide proactive solutions. By implementing these strategies, you can optimize your operations, save time and resources and ultimately retain your valued clients.

Enhance self-service options

Self-service puts the onus on the client. As long as the tasks are simple and require little to no thought, you should embrace opportunities that free up your time for more complex projects and processes with your clients. The following examples represent ways you can introduce self-service into your agency and on behalf of your clients.

  • Knowledge base and FAQ: Develop a comprehensive knowledge base and frequently asked questions (FAQ) section on your website. This resource can address common inquiries and provide clients with immediate answers.
  • Online policy management: Enable clients to access and manage their policies online. This includes features such as updating personal information, making payments and initiating policy changes. Empowering clients with self-service capabilities reduces the need for them to reach out to the agency for routine tasks.
  • Chatbots and virtual assistants: Implement chatbots or virtual assistants on your website or mobile app. These automated tools can provide instant responses to basic inquiries, guiding clients through common processes and reducing the need for human intervention.

Proactive communication and education

By proactively communicating and educating clients, insurance agencies can address common concerns and provide valuable information, reducing the frequency of client inquiries. Now more than ever, policy discussions are on the rise due to rate changes and the need to re-market. Conditioning clients so they understand and expect the tough conversation leading up to renewal can be accomplished a drip of content. Consider the following content types:

  • Regular newsletters and updates: Send newsletters or regular email updates to clients, highlighting important industry news, policy changes and relevant tips. This proactive communication keeps clients informed and minimizes the need for them to seek clarification.
  • Educational content: Develop educational resources such as blog articles, videos or webinars that address common insurance-related topics and provide guidance on policy coverage, claims processes and risk management. Making these resources easily accessible on the agency’s website and social feeds can empower clients with knowledge and reduce inquiries.
  • Policy explanations: When issuing new policies or renewals, provide clear and detailed explanations of coverage, exclusions and policy terms. By ensuring clients understand their policies upfront, agencies can preemptively address potential inquiries.

Optimize communication channels

The diversification of communication channels is key to creating accessibility for your clients. By interacting digitally and even through more traditional analog means, you are ensuring your message is considered and your expertise is proliferated. Below are examples of communication channels and the content that clients should be able to reference when interacting with your agency.

  • Multi-channel support: Offer multiple communication channels such as phone, email, live chat and social media to cater to clients’ preferences. This allows clients to reach out through their preferred channel, reducing frustration and reoccurring outreach.
  • Clear contact information: Ensure that contact information, including phone numbers, email addresses and social media handles, is prominently displayed on your website and other communication platforms. This enables clients to find the appropriate contact information easily, reducing the likelihood of inquiries being overlooked or sent to the wrong department.
  • Response time and service level agreements (SLA): Set clear response time expectations and establish service level agreements for client inquiries. This helps manage client expectations and ensures timely responses, reducing the need for follow-up inquiries.

Continuous improvement and feedback

Your efforts to align content through omni-channel communication require validation. As you drive education and set expectations with your clients, there should be proper organization around collecting feedback and scoring your efforts. Below are recommendations for solutions and processes that help collect and analyze your impact on client sentiment.

  • Automated ticketing system: Utilize an automated ticketing system to track and prioritize client inquiries. This ensures that inquiries are assigned to the appropriate agent and are resolved in a timely manner.
  • Client surveys: Regularly solicit feedback from clients through surveys to identify areas for improvement. This provides valuable insights into the root causes of inquiries and helps agencies address them proactively.
  • Agent training and development: Invest in ongoing training and development programs for agents to enhance their knowledge and communication skills. Well-trained agents can provide accurate and comprehensive information, reducing the need for clients to seek further clarification.
  • Analyze inquiry patterns: Analyze client inquiries to identify recurring themes or trends. This analysis can help agencies identify areas where additional education, process improvements, or system enhancements may be necessary to minimize future inquiries.

Embracing self-service empowers clients to find answers to their questions independently, reducing the need for direct inquiries. Proactive communication and education ensures that clients are well-informed, minimizing the need for clarification. By continuously analyzing inquiry patterns and gathering feedback, you can identify areas for improvement and enhance client satisfaction.


  • The information included is designed for informational purposes only. It is not legal, tax, financial or any other sort of advice, nor is it a substitute for such advice. The information may not apply to your specific situation. We have tried to make sure the information is accurate, but it could be outdated or even inaccurate in parts. It is the reader’s responsibility to comply with any applicable local, state, or federal regulations and to make their own decisions about how to operate their business. Nationwide Mutual Insurance Company, its affiliates and their employees make no warranties about the information nor guarantee of results, and they assume no liability in connection with the information provided. Nationwide, the Nationwide N and Eagle, and Nationwide is on your side are services marks of Nationwide Mutual Insurance Company. © 2023 Nationwide.