Customer service is the backbone of any insurance professional’s career. Our products involve an incredible level of trust from our clients. After all, they won’t be around to make sure everything is handled perfectly when it’s time to file a claim. That’s why the idea of From Claims to Care is so important—it captures the full spectrum of what meaningful service really looks like. A customer service–focused approach ensures your customers feel confident in their decision to plan with you.
Even if your customer service is solid, there’s always room to level up. In this industry, service isn’t just about answering the phone quickly or remembering to send a birthday card. It’s about showing up for people at every stage of their journey, before, during, and after the policy is in place.
Start by thinking about the pre-sale experience. Most prospects are overwhelmed or unsure about what life insurance they need, or if they even need it at all. That’s your moment to shine—not by launching into a product pitch, but by being a great listener. Try offering a brief “Life Insurance 101” video series or hosting informal Q&A sessions on social media. Even experienced agents can benefit from refreshing how they introduce themselves. Swap out the usual “What coverage are you looking for?” with something more personal, like “Tell me a little about your family and what peace of mind looks like for you.”
Once the policy is sold, don’t let your client relationship go quiet. One way to elevate service is by creating a client care calendar. Automate check-ins around key dates such as a policy anniversary, a birthday, or the birth of a child. These don’t need to be formal. Sometimes a quick text or a personalized email is enough to remind clients that you’re thinking about them. You could also offer a yearly “Insurance Check-Up,” framing it like a financial wellness visit. It’s small touches like these that make your service feel ultra-personal.
Then there’s the moment no one wants to think about, but when it happens, your service can mean everything. When a death claim is filed, you’re not just helping them contact our claims line. You’re walking someone through one of the hardest times of their life. Agents who go above and beyond are confident explaining what’s needed, who handles what, and how long things usually take. Consider sending a sympathy card with a handwritten note to turn a stressful moment into a deeply appreciated act of support.
Even the most seasoned agents can fall into the trap of ignoring customer service. But by staying curious, getting creative, and focusing on real human connection, you can move From Claims to Care—shifting from simply meeting expectations to creating moments your clients will never forget. And when you’re helping people protect what matters most, that kind of impression is the one that lasts.
