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Let’s talk about retention

Let’s talk about retention

Retaining business is very bit as important as new sales – and easier. Here are some steps to stay connected with clients.

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When it comes to your business, retention is a crucial factor that can't be overlooked. It's important to keep policyholders engaged and satisfied with their coverage, to help them stay healthy, and ensure their continued loyalty to the you. By implementing retention strategies such as personalized communication, tailored benefits, and proactive outreach, brokers can increase the likelihood that policyholders will renew their coverage and remain a part of their customer base.

This can ultimately lead to a more stable and profitable business, while also providing peace of mind for policyholders who know that they have reliable and consistent access to quality medical care.

Here is a sample checklist to consider:

  • After 30 days:
    • Check-in on your client and confirm they’ve received their cards, ask if they have any outstanding policy questions, and educate them.
    • Discuss any value-added services with your customer, such as Healthy Rewards.
    • Introduce any Supplemental Benefits that may be an added benefit to the client.
    • Always take notes!
  • After 60 days:
    • Evaluate the client for potential cross-sell opportunities and look back in your notes to see if they have any pain points that can be solved.
    • Schedule an appointment to discuss any potential product lines.
    • Assist with any claims issues.
    • Referrals are the best lead you can have. Don’t be afraid to ask for them. You’ve built trust and established yourself as an expert.
    • Retaining clients is all about relationship nurturing.
  • After 90 days:
    • Follow-up on the last call that you had.
    • Celebrate your client making a great choice with Cigna.
    • Ask if you can provide them with any assistance.
    • Ask for additional referrals.
  • 90 days and beyond:
    • Build a long-term relationship and cultivate that experience. Continue to grow the relationship and acknowledge essential milestones, such as:
      • Birthday Cards
      • Holiday Cards
      • Including business cards for referrals
      • Offer an annual policy review to discuss any changes to their policy.

You can review our retention strategy training for additional tips, tricks, and resources.

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