Virtual client engagement is no longer a thing of the past.

Managing accounts virtually is a very present reality when it comes to how we in the Insurance industry conduct business today. Because of this, it has become imperative that companies master this virtual learning curve faster than ever before. The whole world is adapting, learning new strategies for every new situation. Many of our valued clients find themselves in triage mode, meaning open enrollments were extremely different last year, and will continue to change going forward.

Due to this shift in our marketplace, we are seeing the following changes:

• Scaling down of benefits
• Value-added services or additional compliment offerings
• Covid-19 open enrollments
• More tactic-based audiences

Below are some suggestions on how you can approach future enrollments with optimism and better understand the client's perspective.

• Reframe or rebrand open enrollment by changing your language.  Use words that create client opportunity. We have traditionally used words like "requirements" and "mandatory," creating a burdensome sense of obligation. Given all the shifts our clients are faced with today, these may be perceived as negative tones during future enrollments.
• Help the customer consider multiple choices. There are a variety of plans that may meet their personal needs. There may be changes in the household or mindset shifts around COVID-19. Keep in mind possible changes in family dynamics, including new babies, upcoming surgeries, or even a COVID-19 diagnosis.
• Sharpen your skills around HDHP, PPO and HMO conversations. Particularly with the younger generation, bring as much clarity as possible about these plans and discuss what's best for them and their families.
• Consider reintroducing voluntary benefits. Some employees may opt out due to panic and financial strain. Some may need to be reeducated on the benefits of these ancillary plans in the context of their own lives.

Once you have established any or all of these new methods, understanding how we can engage and create a solid virtual enrollment strategy is paramount.  Below are some best practices for creating a virtual remote enrollment that's fresh and exciting, bringing a new perspective on client engagement.