Your clients’ new Medicare plans will soon take effect. Hopefully, they will be happy with their new coverage – but this doesn’t mean your work is done. Agents who work to maintain trust and engagement throughout the year are more likely to retain existing clients and pave the way for future growth. Below, you’ll find four ideas to help proactively build lasting relationships.
1. Make Sure Clients Are Happy with Their Plans
New plans start on January 1. Even Medicare enrollees who are staying in the same plan may see significant changes to their coverage and costs at this time. In early January, reach out to your clients to make sure they feel comfortable and happy.
- Have they received their health insurance cards? If not, they should reach out to their carriers.
- Have they scheduled an appointment? If they are new to Medicare, they should schedule their Welcome to Medicare visit. Otherwise, it may be time to schedule an annual wellness visit.
- Are they able to get their prescriptions? If they are experiencing any challenges, it may be helpful to check if their plan offers mail-order pharmacy services. If the costs are too high, they should consider checking if they’re eligible for Medicare’s Extra Help.
If your clients are having trouble with their coverage and regret their enrollment decision, they may be able to take advantage of the Medicare Advantage Open Enrollment Period that runs from January 1 to March 31.
However, since CMS has strict marketing rules that prohibit agents from marketing the Medicare Advantage Open Enrollment Period, avoid promoting this option and only suggest it as a solution if the client is clearly unhappy and finds that the existing plan is unsuitable.
2. Send Cards Throughout the Year
Many older adults love receiving cards. A card with a handwritten note is a fantastic way to strengthen your client relationships and ensure you stay top of mind.
- Thank-you cards. Send cards to your AEP clients in January and to clients you help at other times of the year soon after their enrollment.
- Holiday cards. Although many people associate holiday cards with Christmas, there’s nothing stopping you from sending cards for other holidays, as well. For example, you may like to send a sweet card on Valentine’s Day.
- Special occasion cards. When you meet with clients, note any special days, such as anniversaries or birthdays. Put this information in your CRM to remind you to send a card.
To make sure all your cards go out on time, you’ll need to stay organized. Make a schedule for the cards you need to send and prepare them about a month in advance. For example, if you’re sending Valentine’s Day cards, try to get them ready in January.
3. Reach Out and Be Available
Many of your clients may have questions throughout the year – but you won’t know unless you ask. Clients may need to switch plans due to a move, or they may receive a diagnosis for a chronic health condition and become eligible for a special needs program that better meets their needs. They may also have friends and family who need enrollment help. Finally, they may be interested in other products, such as life insurance, annuities, and hospital indemnity.
Since you don’t want another agent to swoop in and take this business from you, you should reach out to your clients to let them know you’re available if they need anything – and that you’d also appreciate any referrals. Provide some business cards for clients to share.
4. Provide Helpful Tips Throughout the Year
Your clients trust you as a source of Medicare information. Provide value and stay top of mind by providing relevant information throughout the year. This may include:
- Reminders to use preventive benefits. These benefits help Medicare enrollees stay healthy and are often available with no out-of-pocket costs. For example, remind your clients to receive their annual vaccines and to schedule their screenings.
- Warnings on how to avoid scams. Medicare and Social Security scams are a growing problem. Provide advice about safeguarding personal details as well as information about current scams targeting seniors.
- Health tips. Provide your clients with tips on how to stay healthy. For example, you could send tips about healthy diet and exercise for American Heart Health Month in February and tips on staying mentally active for Alzheimer’s Awareness Month in November. Be sure to use credible sources, such as the CDC.
The dedicated team at Western Asset Protection is here to help you with your client retention strategies. Contact us today.