The Simple Process that Boosts Client Retention & Insurance Agency Growth in 2025

Jan 33 min read

Happy new year! For our first blog post of 2025, we're revisiting the basics, because as the legendary basketball coach and author, John Wooden said,

"I believe in the basics: attention to, and perfection of, tiny details that might be commonly overlooked.

They may seem trivial, perhaps even laughable to those who don’t understand, but they aren’t.

They are fundamental to your progress in basketball, business, and life.

They are the difference between champions and near champions."

Insurance Client Acquisition

As an insurance agent, you know that the insurance industry has the highest acquisition costs of any industry.

On average, it costs 7-9 times more to attract a new customer than to retain an existing one. (Independent Insurance Agents of Dallas)

It goes without saying that it's important for you to be smart with your acquisition efforts and dollars.

A huge part of making sure your acquisition efforts pay off is retention.

New customers won’t affect your agency growth unless you’re also retaining your most profitable customers.

"High customer retention rates consistently and positively correlate with high profits.” - IIAD

Customer Satisfaction ≠ High Retention Rates

Multiple studies have shown that mere satisfaction isn’t enough to keep your customers around - especially in today’s economic climate.

That’s why we’ve done research to find all the different factors that go into giving your customers an exceptional experience with your service - thus increasing retention!

1. Proactive Communication

It’s important for you to stay top of mind with your clients - not just your leads. (Talage)

The more positive interactions with your agency that bring value, the “stickier” your clients will be.

Insurance staff reach out to customers by phone to schedule policy review appointments.

Here are some things you can do to stay top of mind:

Email newsletters
Social media updates
Satisfaction surveys
Mail (birthdays, thank you notes, holidays, congratulations, etc.)
Phone calls

Just make sure that these contact points always add value - too many touch points that don’t seem relevant to them can actually detract from their experience.

Having multiple channels of communication with your clients also gives them more avenues to reach you when they have a question or concern. (Talage)

2. Proactive Servicing

Being proactive when it comes to servicing your clients increases their trust in you as their insurance advisor.

Educate Your Clients

Educating your clients on their potential risks and coverage does a few things:

Arms them with information necessary to make decisions
Gives them confidence in their decision making
Establishes you as a trusted advisor - not a salesperson
Shifts the focus from price to value and protection

Regularly Review for Discounts - and make sure they know about it!

A discount doesn’t actually add value to their experience if they don’t know they’re getting it. (Insurance Splash)

Bundling

Multi-lined customers are much more likely to stick with your company for a longer time.

Learn more about how to multi-line your mono-lined customers in this article.

Bundling also usually makes more discounts available to your customers.

One Simple Way to Do it All

It might seem like a lot of different things to worry about, but holding regular customer insurance review meetings (Simple Conversations, FFRs, IFRs, PPRs, etc.) with your existing customers helps you to cover all those bases!