1.10.3 Client Service Follow-up
Just because you've finished the present transaction does not mean you don't have to follow up with your client. Keep all clients informed of any rejection, exclusion or cancellation of coverage. Ethical agents show genuine concern for their client's present and future welfare and handle any contact (questions, claims, complaints, etc.) promptly and efficiently, thereby demonstrating loyalty to the client.
Service means:
- educating the client before, during and after the sale, ensuring that the client fully understands the application and underwriting processes, the policy purchased and any attached rider;
- treating all information with confidentiality;
- disclosing all information so that the policyowner or applicant can make an informed decision;
- keeping the prospect or client informed of any rejection, exclusion or cancellation of coverage; and
- showing loyalty to prospects and clients.
Documentation
State law requires documentation on all transactions in which the agent has been involved. Agents' records are subject to scrutiny by the Commissioner of Insurance Regulation at anytime deemed appropriate by the Commissioner.
