Why You Should Track All Information When Scheduling Appointments

As an insurance agent, you meet with a lot of people. Either you, a staff member, or an outside vendor is making a lot of phone calls to schedule your appointments. When scheduling appointments, make sure you keep diligent records. There are agents out there who can tell you horror stories of the legal headaches they have endured due to errors and omissions claims.

Information to Track

What exactly do you need to keep notes on? Well, here is a list:

  • Time and Date of Calls
  • Disposition (the result of the call)
  • Updated Information (spouse name, bad phone number, etc.)
  • Call Back Requests
  • Specific notes about what was said or discussed

The ideal way to keep track of this information would be through a click-to-call software that automatically tracks calling metrics. However, those kinds of systems may be difficult to implement in-house, but are standard at most outside vendors like Engagex. You can try keeping track of this information in your own files if you make your calls in-house.

Avoid Errors and Omissions Claims

Errors and Omissions claims are civil lawsuits that are brought against personal advice and service-providing individuals. In the case of an insurance agency, a client would be suing due to poor advisement about a policy or lack of coverage that should have been caught by the agent.

Keeping diligent records of your phone calls can help protect you from Errors and Omissions claims. For example:

A few years ago, a new community in Utah experienced a devastating mudslide. Many brand-new homes were destroyed and some of the homeowners found that mudslides were not included in their homeowners’ insurance. They would have to face the full cost of their loss on their own. Believing that their insurance agent should have advised them to include mudslides in their coverage (after all, he is the expert, right?), one policyholder sued.

For the agent’s defense, he had recorded calls attempting to set up a customer insurance review with his client. The call revealed that the client had declined this meeting, so the agent did not have a chance to advise his client to include mudslides in the policy. The agent won the case.

As you continue to grow your insurance agency and proactively meet with you clients, make sure you take notes on your phones calls to improve your success rate and be a better agent and also protect you from potential claims.