The Stabilizers — 2022 Insurance Consumer Profiles
In today’s digital landscape, things are constantly changing and evolving — and insurance clients are no exception! The client of the future, which may already be the client of today, is going to have different wants and needs from their insurance broker. Fortunately, with a data-driven approach, AlStar Brokerage Solutions is here to help you feel ready and confident to go above and beyond for your clients. Today’s post is going to look at one group of these newly emerging clients known as ‘The Stabilizer’.
The Stabilizer
‘The Stabilizer’ is a young, Gen X or Millennial client who feels overwhelmed by the uncertainties of today. And with an unstable economy, climate change, and a global pandemic, who can blame them? These are clients that feel disconnected and isolated from an increasingly digital society. They’re tired of today’s ‘hustle culture’ that promotes the idea that the more they do, the more valuable they are as a person. With the rise of teleworking alongside a gig-based economy, this client feels overworked as they watch the boundaries between work and personal life blur.
Tip: Streamline Customer Interactions
As a result of today’s anxieties and fears, ‘The Stabilizer’ is a demographic of clients that crave stability and a simple, streamlined customer experience. They want their insurance process to be as stress-free and relaxing as possible, with an agent that can soothe any fears or uncertainties that they may have. The last thing these clients want is to be overwhelmed by complex insurance policies that are full of industry-specific jargon. One way that you can better engage with and meet the needs of ‘The Stabilizer’ is to reword the language in policy documents so that they’re easy to read and understand. This helps make the client feel confident during an otherwise confusing process while also establishing an open, transparent broker-client relationship. This way, right from the beginning, your client can feel supported and comfortable asking any questions they have to ease their anxieties.
Tip: Use an Omnichannel Approach
‘The Stabilizer’ is also a demographic that doesn't want to deal with the unnecessary hassle of multiple phone calls or appointments to go back and forth about various quotes and changes to their policies. Fortunately, another solution you can utilize is to adopt an omnichannel approach. By integrating different systems, platforms, and methods of communication, you can create an effortless and streamlined customer experience. For example, say a customer service agent is talking to a possible client on the phone about a life insurance policy. Using an omnichannel approach, the agent could be alerted when the client requests a quote on their website. Then, the agent can seamlessly modify and tailor that quote to the client’s specific needs and offer to send it to them via email or text message — whichever they find the most convenient — to review. The best part about an omnichannel approach is that all of this can be done while the client remains on the phone with the agent the entire time. That means that the client is free to ask any questions they have throughout the process while you ensure that they’re getting the right advice from the right place. Creating a curated customer experience that emphasizes ease-of-use and accessibility is crucial in meeting the unique needs of ‘The Stabilizer’.
Conclusion
Remember, ‘The Stabilizer’ is a client that feels overwhelmed by the hustle and bustle of today. They’re looking for an easy and stress-free insurance process with an agent that understands their unique needs. By streamlining customer interactions and adopting an omnichannel approach, you can ensure that this type of client feels confident and well-supported every step of the way. With client breakdowns and data-driven tips like these, we at AlStar Brokerage Solutions want you to feel like you’re ready to face the clients of the future. Stay tuned for future posts that will tackle different client demographics like ‘The Stabilizer’!
