Social media has many impacts on everyday life, but who would have thought that insurance companies would be making good use of social networking?
It seems odd to think that insurers are hanging out on Facebook or Twitter but an increasing number of insurance companies are doing just that. While it might seem silly to think of the people behind the scenes as a little lizard tapping on keys or a beehive-haired lady taking calls, insurance companies are more accessible than ever thanks to social media.
Whether you’re at home or out and about – insurance companies are vying for your attention.
Customer Service
Social networks like Facebook and Twitter have amazing results in customer service when applied properly.
For people that are involved in accidents, they can take pictures and email or upload them to the insurer’s account instantly. Using smart phones, this means that a claim can be made right away. In fact, help can be just a few clicks away with some companies. When social media staff is online (which can be at any hour for some companies), you can get answers then and there.
Many companies use social media for customer service.
Where insurance companies get this done right is when they can inspect claims instantly. Not only can they see pictures, they can receive and respond to voice recordings from claimants.
Also, customers having an issue with an insurance company can upload their pictures on their own pages and make them public while tagging the insurance company instead of posting directly to the company’s account.
Gaining Customers
With the popularity of social media, looking for insurance of all types has become easier.
By using hashtags on Twitter potential customers can check out insurance companies. Facebook and Twitter gives customers a chance to see how insurance companies interact with customers on a personal level, along with the various coverages that are out there, ranging from homeowners and auto protection to title insurance.
Social media can also reveal the dark side of companies to reviews or even spoof websites that are created by disgruntled customers. Farmers Insurance has more than 2.3 million followers on Facebook, MetLife has a half-million; two insurers who get social media well it seems.
Going Mobile
Another aspect to the social movement with insurance companies is the evolving world of apps.
Phone apps are available for all sorts of companies. Insurance companies have created apps that allow customers to upload claim pictures, voice recording, and even send questions.
Similar to social networking, apps allow users an almost instant connection. Smart phones are an almost perfect solution for using social media and using an insurance company – mobile and ready at a moment’s notice in case of accidents.
Building a Brand
Even insurers mascots are having a ball on social media.
Flo from Progressive has her own page, and so does Mayhem from Allstate. These “personalities” are almost bigger than the insurance, so branding is an important marketing ploy for these companies.
One last thing that insurance companies are using social media for – while not greatly publicized, is to find out about fraudulent claims.
People that use social media to make claims about accidents (such as workers compensation cases) and then post about going to do physical labor or about how they’re really not hurt, find themselves losing claims.
While this might sound sneaky, social media is helping keep costs down when people made false claims, especially when they expose their false claims on their own.
So, is your insurance company becoming more social?
Photo credit: wawatson.com