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Before the age of automated chatbots and digital online assistance was a 1:1 help desk or call center for customer support – although not every interaction was pleasant (sometimes due to long waiting times on the phone and exaggerated elevator music). Now, potential customers get frustrated having to jump through loops to get humans on the phone.
 
Customer care is ever changing, but as NFIP agents, ensuring you’re carrying yourself the right way and guiding your clients the best you can, remains of the utmost importance. As an expert of your field, your expertise and guidance are the difference between equipping someone with the proper flood insurance or potentially leaving them out to dry.

Claim making 101

One of the critical things agents can do is help clients after a flood has occurred. 
 
It's essential to start by educating your clients about the flood claims timeline to manage their expectations. Agents should always be upfront and explain that the process can take time due to the complexity of evaluating damages, gathering documentation, and working with adjusters.
 
Sometimes, it's easy to forget how tedious making a claim can be for someone who has never done it before. But the claim process should always follow these five steps:

Step 1: Start a claim.
Step 2: Prepare for inspection and remove damaged items
Step 3: Work with an adjuster
Step 4: Document loss and receive payment 
Step 5: Know your claims history 

Learn more about claims filing. 

Empathy is the best policy 

Effective communication is key when guiding your clients through the flood insurance claims process. By employing empathy, clear communication, transparency, and providing guidance; you can help your clients feel supported and informed every step of the way. 

Remember, being a reliable and knowledgeable resource will strengthen your client relationships and contribute to the overall satisfaction and success of your business as an NFIP flood insurance agent.