Insurance Broker Blog

5 Insurance Customer Service Best Practices You Should Follow

There are many ways for people to find insurance and countless products available. As an insurance agent, you may not see dental plans like a consumer product on Amazon. However, people today are discerning and expect services and products that match them in all aspects of their lifestyles.

These consumers populate insurance marketplaces. This includes current customers you want to keep. Plus, there are prospective customers you want to get into business with.

Key Takeaways:

  • Insurance consumers expect high levels of service.
  • Take the time to be an attentive listener.
  • Stay up-to-date on the latest best practices.
  • Show that you care about the customer experience.
  • Be honest so there are no surprises.
  • Use technology to streamline your processes.


You may be a seasoned dental insurance broker or still learning how to become an insurance agent. Either way, you have a unique opportunity. With superior customer service, you can help people navigate the often-complicated insurance world. This includes using public marketplaces to build credibility and relationships. There are over 16 million people with private dental insurance. And there are more than 160 million people with group dental insurance.

Following best practices for insurance customer service is essential. It will lead to the success of your business. So, let’s delve into how you approach being an insurance agent and look at the steps you can take.


  1. Listen Closely

Your clients’ insurance needs are unique. Listening closely to their needs is one of the most important basic skill sets required of insurance agents. Not only should you be asking the right questions. Taking the time to be an attentive listener is also key. This means actively listening when a customer is talking.

A friendly tone of voice is a good way to ensure customers feel heard. Additionally, pay attention to their body language. Watching facial expressions is also important to understanding their experiences. Then, you will be able to tailor your response accordingly. Being an attentive listener, customers will have a much better experience with your services. They will also be more likely to become a loyal client and refer others to you.


  1. Stay Informed:

The insurance industry is always evolving. A great way to ensure you always provide the highest quality customer service is to stay updated with the latest best practices.

This might involve staying on top of legal changes, safety protocols, or industry innovations. You may also need to invest time and resources into updating insurance licensing. Also, keep an eye out for educational webinars and publications. This all allows you to stay one step ahead and serve your customers with the best service possible. At the end of the day, customers want to know that the service they’re getting is up to industry trends. Being informed can help you anticipate customer needs. And it makes for smoother conversations and interactions.


  1. Build Relationships:

A friendly and helpful attitude can go a long way when helping customers with their insurance needs. Make sure to take time to listen to customers' questions and provide clear and concise answers.

Show that you care about the customer's experience - don't simply focus on pushing a sale. An important part of building customer relationships is to remain professional. Show that you understand the customer's situation and that you take pride in your work. Once you have built a strong relationship with your customers, you’ll be closer to ensuring a successful customer service experience.


  1. Be Transparent:

When it comes to dealing with customers, transparency is key. Customers expect honesty from brokers. As such, it's important to ensure they're aware of policy limitations, possible delays, and other relevant issues upfront. Transparency means there are no surprises, and customers know you are honest. Make sure to have an open and friendly dialogue when communicating any limitations. This will make your customers feel heard and appreciated.


  1. Embrace Technology:

Technology is a great ally for insurance agents. It can help put your customer service experience over the top. You can provide a more efficient and effective customer experience by embracing the latest tools. You will be pleasantly surprised by how you can easily automate your workflows.

One option is implementing a customer service bot on your website. This can answer basic questions and automate customer interactions. Using the right technology can enable you to reduce resolution time and ensure customers have a smooth experience.


It is essential to establish best practices and adhere to them consistently. This will help you build a successful, long-lasting career as a dental broker. By implementing these practices and staying on top of developments within the industry, agents will be able to stand out. It is never too late to start adopting these practices. Start acting today and witness a positive impact on your career.


For more: check out these 5 Tips For Effective Digital Marketing to take your brokerage to the next level.

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