How Insurance Agents Can Prevent COVID-19 Burnout

There have been many changes to our world since COVID-19 with our industry being no exception.

The population has responded with a mix of emotions and those emotions have been impacting customer service departments across the board. Insurance agencies and CSR’s report an influx in calls stemming from; health, business, home and auto insurance, along with questions regarding COVID-19 considerations and offerings.

(We have a great article that covers the current COVID-19 relief measures here).

It’s important to ensure agents aren’t burning out from the increased day to day stress at this time. 

HOW TO AVOID COVID-19 BURN OUT

1. Set your business hours and adhere to them

With the world going virtual overnight it’s easy to take your work home with you (for most, this has become the new norm).

It’s understandable to fall into the trap of never unplugging. You become more accessible and tempted to turn on your computer and get a few hours of work in on a Friday night but it’s important to set your hours, stick to them, and take the necessary breaks to maintain your health.

2. Plan and Prioritize Tasks

This is a great time to fully utilize your CRM software (like Salesforce) to help buffer some of the extra strain on you and your team. 

Your CRM will help you handle the increasing demands from your clients by offering time efficient solutions to streamline tasks, stay on top of your to-dos, and create a healthy work-life balance.

3. Set protocol to streamline customer inquiries

If you’ve been in the insurance industry long enough you’ll find yourself answering many common and repetitive questions.

There are a few ways you can use this to your advantage to create faster turnaround times in conversations and form protocols to help you stay focused in tending to your clients needs and resolving the matters quickly.

4. Keep customers in the loop through email and social media

Piggybacking what we cover in the aforementioned, you can buffer some of the common and redundant customer inquiries through effective communication and information sharing.

Send out an FAQ style email that updates clients on any changes and answers any anticipated questions that might come your way. You can also share them to your social media channels and post them to your website.

5. Be patient and positive

It’s hard to remain calm, cool, and collected at this time and easy to get caught up in the anxiety and stress of others. By practicing patience and positivity, you can remain helpful and informative during your client’s time of need and get to the solutions faster.

Burnout can be sneaky.

Often by the time we recognize it, we are at the physical stages which can be harmful to our overall well being.

Make sure you’re checking in with yourself frequently and be aware of the signs before they escalate.

Some of the causes associated with burnout include;

• not taking enough breaks throughout your work day

• having a severe imbalance to your work and personal life

• always finding yourself at your computer and never unplugging from it 

• experiencing impatience and frustration when dealing with clients and workloads

• physical symptoms such as headaches, back aches, and shoulder pain

• dizziness, tiredness, and fatigue

• insomnia and/or trouble falling asleep and sleeping through the night

Don’t be afraid to ask for help

If you’re feeling like you could be at risk of burning out, don’t be afraid to ask for help. If you work in an agency, the help can come in many forms including; customer service, colleagues, your office manager, and more.

You might also like, “Crisis Communication And Insurance - 4 Ways To Bridge The Gap” here.