Each client age group has different needs and requirements when it comes to insurance and customer service. Seniors will have different insurance needs than millennials, for example. It’s important to gear your agency to be accustomed for senior clients.

Anticipate a Difficult Sale 

While some seniors may know exactly what type and amount of insurance they want, others do not. Insurance needs change as you grow older and coverage should be updated as you age. Many seniors may refuse additional coverage while others simply try to avoid purchasing any coverage. This also depends on the nature of the insurance. Life insurance can be a sensitive topic for seniors, so the sell might be a hard one. 

Use the Right Marketing Tools 

On average, seniors aren’t as technologically savvy as the rest of your clients. Physical brochures with large writing will appeal to seniors more than an email. You may also want to print information and contracts in larger fonts so they can read easier. 

Be Patient 

Many seniors have hearing, vision or comprehension issues. All employees should be trained to remain polite and patient when dealing with clients that may not hear or understand them the first time. Speak clearly, annunciate and perhaps even recommend the client bring someone to help them understand or sign papers. Make sure to sit where they can read your lips just in case they don’t hear you. 

Break Information Down Easily 

Insurance can be confusing to anyone, but especially seniors who are dipping into unfamiliar coverage, such as life insurance or Medicare. Give a senior client your complete and undivided attention. Multitasking can overwhelm a senior client or distract them from what you’re saying. 

Follow Up 

Senior clients want to know that you are working for your best interest. Follow up with senior clients not only to connect with them on a more personal level, but to ensure that they’ve understood what you said and understand their coverage. 

Don’t Talk Down to Them 

Seniors aren’t helpless. Some may need extra attention or assistance, but most seniors hate condescension based simply on their age. Not all seniors will have a caregiver or family member that handles their finances. Handle seniors with respect and assume they are fully capable of purchasing and understanding their coverage until it is determined otherwise. 

Overall, senior clients are different than your other clients, and agency activity should be adjusted accordingly.