MARKETING OF INSURANCE SERVICES. HOW WELL DOES YOUR COMPANY DO IT
Have you ever had a cold call from an insurance company or Agent and the person you spoke to had no idea what they are talking about?
Well I had a similar experience from a leading company’s insurance personnel. The people I spoke with seem to be totally lost and had no idea what they were selling to me. Questions I asked them in my quest to understand better seem to rather confuse them and on 3 occasions they all told me they wanted to get more details and call me back. One of them was bold enough to tell me he had no idea what I was talking about and he had not been taught that.
Amazed, I picked up the phone to call them back with the hope of getting someone who can be more helpful. It so happened that the best they had were those that called me. This time also I spoke to 3 Agents and they all hanged up on me at a point.
So you are to convince someone to put their savings into a life, death, accident and health policies and you tell the fellow you have no idea how it works. These same people are sent to the fields and they register naïve customers on such plans even without their knowledge. Daily, weekly or monthly their hard earned funds go into such policies they do not even know they are on such policies.
Is this the way to go about it? There are times we hear in their defense that it is a marketing ploy to get the people. I believe that is where they get it wrong because all marketers are now tagged to be “thieves and insensitive people”.
Specific for the month is BIMA insurance also known as Tigo Insurance (They identify themselves as such). This is the company that called me and I returned their call. I have had field experiences with other insurance companies too. A look at the various policies may actually turn out to be good and very helpful to customers who willingly apply for them. Disaster is what the Agents do both in the office, over the phones (Inbound and Outbound) and on the fields. Majority of these customers would visit offices, call helplines and call centers and be so bitter about their funds that are deducted unknowingly. At the end they want it cancelled. Others would share experience of how they are not helped when they are due for claims and all other issues that proofs in several ways that the policies are not working for them.
Have you had any experiences of your own yet? Would you register for any of their policies with the experience you have had?
Will these companies admit that it is failing? I do not thinks so since funds received with no claims at the end of the period no longer belongs to the customers.
Words for BIMA (Tigo Insurance) and others
Well I had a similar experience from a leading company’s insurance personnel. The people I spoke with seem to be totally lost and had no idea what they were selling to me. Questions I asked them in my quest to understand better seem to rather confuse them and on 3 occasions they all told me they wanted to get more details and call me back. One of them was bold enough to tell me he had no idea what I was talking about and he had not been taught that.
Amazed, I picked up the phone to call them back with the hope of getting someone who can be more helpful. It so happened that the best they had were those that called me. This time also I spoke to 3 Agents and they all hanged up on me at a point.
So you are to convince someone to put their savings into a life, death, accident and health policies and you tell the fellow you have no idea how it works. These same people are sent to the fields and they register naïve customers on such plans even without their knowledge. Daily, weekly or monthly their hard earned funds go into such policies they do not even know they are on such policies.
Is this the way to go about it? There are times we hear in their defense that it is a marketing ploy to get the people. I believe that is where they get it wrong because all marketers are now tagged to be “thieves and insensitive people”.
Specific for the month is BIMA insurance also known as Tigo Insurance (They identify themselves as such). This is the company that called me and I returned their call. I have had field experiences with other insurance companies too. A look at the various policies may actually turn out to be good and very helpful to customers who willingly apply for them. Disaster is what the Agents do both in the office, over the phones (Inbound and Outbound) and on the fields. Majority of these customers would visit offices, call helplines and call centers and be so bitter about their funds that are deducted unknowingly. At the end they want it cancelled. Others would share experience of how they are not helped when they are due for claims and all other issues that proofs in several ways that the policies are not working for them.
Have you had any experiences of your own yet? Would you register for any of their policies with the experience you have had?
Will these companies admit that it is failing? I do not thinks so since funds received with no claims at the end of the period no longer belongs to the customers.
Words for BIMA (Tigo Insurance) and others
- Train Agents and staffs well. Product knowledge is key
- Hire and recruit qualified hands to work with
- Checks and monitoring mechanisms must be put in place to ensure things are done right
- Treat customers’ right because without them you cannot be as a company
I am Ivy Zelda A. Yeboah, a graduate with a Bachelor’s degree in Marketing from UPSA and Social Media Marketing from Northwestern University. I have lots of experiences in customer service, Marketing and Social media. I have a passion for Advertising and Branding and have studied around those areas. I am a manager in a contact center and I am currently looking forward to new challenges in the same field or other fields of interest. Feel free to contact me LinkedIn on http://bit.ly/2fVXNlY (Ivy Akosua Yeboah), Twitter handle @Zeldayeb (Ivy Akosua Yeboah) and Facebook - Zelda Yeboah and The Royal Group - Customer service experts @customer101, Instagram - zeldayeboah
All insurance companies in the country refuse to tell you their exceptions and clauses until you find yourself in trouble that's when they tell you
ReplyDeleteThat is true Frankie. The question if that is the way to go about it. In some cases even the basics are not discussed.
DeleteMost insurance companies spend just a week to train their prospective sales executives which i think its never enough.
ReplyDeleteNever enough at all. This practice must stop if we want the best result and value for money. Thank you
Delete