Personalized reminder
emails in a friendly tone.
How VE helped Susman Insurance Agency Resolve 200+
Queries in a Month
Sector
Insurance
Headquarter
California
Hired Service
Virtual Office Assistant
Client Since
2020
Client
Overview
Susman Insurance Agency is a California-based, family-owned agency that offers a range of insurance services to clients in Los Angeles and throughout California.
The agency approached Virtual Employee with the problem of increasing administrative workload, leading to inefficient management of customer queries, dissatisfied customers, resulting in lower profitability.
To address these issues, Karl D. Susman hired Chandan Kumar as his virtual office assistant.
Project
overview
The short story of
some big challenges
Susman Insurance Agency was facing some crucial administrative challenges in:
Handling Policy Renewals and Cancellations
Managing the process of renewing insurance policies for existing customers and handling cancellations was complex and time-consuming. It involved tracking policy expiration dates, communicating with customers, and processing paperwork. Errors or delays in this process were leading to customer dissatisfaction and potential financial losses.
Reinstatements
Sometimes, customers asked to reinstate their policies after those were canceled due to non-payment or other reasons. Reinstating policies involved a series of administrative tasks, including assessing eligibility, calculating payments, and updating policy documents.
Re-underwriting Processes
When policyholders made significant changes to their coverage, such as increasing coverage limits or adding new properties or vehicles, the insurance agency needed to reevaluate the risk associated with these changes. This process required a thorough assessment of the new information provided by the customer.
Answering Customer Queries
Responding to customer inquiries was critical to customer service. This included a wide range of customer questions, such as clarifications on policy terms, coverage details, billing issues, and claims processing. Effective communication was essential for customer satisfaction and retention.
Day-to-day Administrative Work
Susman Insurance was struggling in handling of paperwork, processing payments, maintaining records, and ensuring compliance with regulatory requirements. Efficiently managing these daily tasks is crucial for the smooth operation of the agency.
Our virtual assistant worked with Susman's in-house administrative team, identifying and resolving challenges to enhance overall efficiency.
Stay updated with policy maintenance
Step
1
VA gathered all relevant customer information such as name, email address, phone number, policy details and renewal dates from the database.
Step
2
Scheduled reminder dates for emails and calls
Step
3
Personalized emails as per endorsements, cancellations, reinstatements, re-underwriting.
Step
4
Updated policy information as per the calls and emails.
Step
5
Processed the paperwork and payment information according to company procedures.
Step
6
Followed up with customers if they have not yet responded to the email reminders.
Personalized reminder
Scheduled reminder dates
for emails and calls
Rapid response to customer queries
Step
1
Engaged in active listening, asking follow-up questions to ensure a complete understanding of the problem.
Step
2
Offered a proper solution of the problem.
Step
3
Followed up with the customer after providing solution to ensure that the issue has been resolved.
Step
4
Documented the customer's issue and the response to ensure that it can be easily referenced in future.
Step
5
Used customer feedback and complaints to identify areas of improvement and shared the same with the management to work together for better outcomes.
Responded to the customers
without any delay.
Improved Administrative Planning
and Scheduling
Step
1
Gathered information about client's availability and references for scheduling appointments
Step
2
Took care of setting up reminders for the client.
Step
3
Organized client's files in a logical and accessible manner while properly labeling them.
Step
4
Attended and recorded webinars on behalf of the client while gathering insights that can be used to support client's business needs.
Step
5
Followed up with the client after each appointment and webinar to ensure he has all the information needed and address any questions or concerns if needed.
Attended and recorded webinars on behalf of the
client while gathering insights that can be used to
support client's business needs.
A win-win situation for
us and our client!
After successfully streamlining the communication process, Susman insurance agency's administrative department was acknowledged by customers for going out of their way and providing them with what they needed.
The man behind
the screen
Chandan has 3+ years of experience in organizing and maintaining accurate records, showing adaptability and strong customer service skills.
Resource Competencies
Proficient in typing
Data entry
Team coordination
Client service
