How Insurance Agents Can Handle the Death of a Client

Death is a sad and difficult situation.

Although you may feel you had only a minor part in your client’s life, it’s important to acknowledge their passing. A small gesture will do, and it will mean the most to your clients’ loved ones.

We’ll cover what to do and say and helpful practices during these unfortunate times.

How Do You Find Out If a Client Passed Away?

Changes regarding your book of business are red flags that something has happened. Some examples of these changes are terminations or the stopping of commission payments.

If you notice these changes and the reason has not already been disclosed, call into the carrier’s agent services line and inquire about the status change.

Typically, carriers are notified of a beneficiary’s passing from the Centers for Medicare & Medicaid Services (CMS) or Social Security. Each carrier may have different guidelines for reporting deaths to agents. Most often, the carrier does not notify agents of their clients’ death.

You could also receive the news from a family member or friend of your client, which could be sparked from recent correspondence. The news could come in the form of a phone call, email, or social media message. Remember to react as you would if a friend passed away by expressing your condolences.

Remember to react as you would if a friend passed away by expressing your condolences.

Although morbid, checking obituaries regularly is another way to confirm the death of a client. If you, unfortunately, come across the name of one of your clients, you can promptly offer condolences.

Do You Need to Notify Medicare of a Death?

If a family member is unsure how to notify Medicare, deaths can be reported to Social Security. You, as the agent, could offer to handle this with a copy of the death certificate. This could take something off their plate during this difficult time.

What Should You Do or Say After a Client’s Death?

Send a Sympathy Message with Respectful Communication

If you find out a client has passed, send a card in the mail to the spouse, child, or other loved one of said client.

A handwritten card is a more personal sympathy message for a client’s family. It also shows that you care for your client relationship.

You should be mindful of the words and phrases you use, and offer nice sentiments about their loved one and how they will be missed.

Perform Policy Management

You can offer to help with handling any remaining policies or provide beneficial phone numbers or contacts. However, be wary of coming across as pushy. Keep in mind, in times of grief, decisions regarding policies and finances can be overwhelming.

Give the loved one time, and if they need help, they will reach out to you. Additionally, it is important not to expect to gain from the loss by way of business or referrals. A client death is a sad occurrence and not an opportunity for profit.

A client death is a sad occurrence and not an opportunity for profit.

Make a Donation

A way to honor your client’s life is by donating on their behalf. Find out if an organization was listed in their obituary, or review meeting notes to remember the mention of a cause or organization your client was involved in or passionate about.

Attend Funeral Services

You can also attend any funeral services to show support, if you deem doing so appropriate. Going to the funeral is a decision that can be made at your discretion. This is usually based on the longevity of the relationship with the client.

Keep Your Records Up to Date After an Insurance Client’s Death

You may use a customer relationship management (CRM) system, a database that stores and keeps customer information organized. Updating this will be important since your CRM is essentially the memory of your book of business.

After you have expressed your condolences, you will need to do some updating. Create a consistent internal process for handling deceased client records. You can also loop in any colleagues who may have had contact with them to avoid any accidental outreach.

Death is just one of the scenarios agents experience when selling Medicare. It’s surely an unpleasant topic to think about. However, when faced with the death of a client, it’s best to be prepared.

Even talking about death is a difficult subject. So are the financial struggles loved ones could face after a death, in addition to grieving. However, remember, you can help clients prepare for their passing by selling final expense.

Ritter is here to help you through difficult times like these. For a helping hand with loads of suppport, register for free with us today and you’ll never have to go through these situations alone.