Service calls, whether they’re about billing questions, claims updates, or a simple request for an ID card, are often treated as routine administrative tasks. However, each of these moments is more than just a box to check. They represent valuable opportunities to strengthen client loyalty, uncover additional coverage needs, and even generate new sales.
When we’ve interviewed some of the top insurance agents in the country, one thing they all attribute their success to is the idea that they and their producers are “always in sales mode”, meaning they’re always aware of and open to opportunities to find an upsell or cross sell, regardless of the purpose of the initial request.
With the right approach, your team can transform everyday interactions into meaningful, revenue-driving conversations.
- Reframing Service Calls as Opportunities
Most agencies put their sales energy into inbound quote requests, seeing them as the main source of new business. But your current book often holds just as much potential.
When a client reaches out for help, they’re already engaged and thinking about their insurance. No matter what the customer’s request is, a best practice is to review their portfolio and recent life changes to make sure coverage is sufficient.
By simply shifting perspective, these “routine” calls can be seen not only as moments to provide service but also as opportunities to strengthen retention and open the door to additional sales.
- Balancing Service with Sales
The first priority in any service call should always be solving the client’s issue quickly and effectively.
When clients feel heard and supported, it builds trust and strengthens the relationship. That trust, in turn, makes them more receptive to conversations about additional coverage or policy options.
This approach isn’t about being pushy or turning every call into a hard sell, it’s about being proactive and helpful, making sure clients know about solutions that could better protect them.
- Identifying Natural Cross-Sell Moments
Cross-sell opportunities often appear during the most routine service calls, it’s just a matter of learning to see them.
- Common scenarios that create easy openings:
- Billing questions → Ask if bundling could save them money.
- Auto ID card requests → Check if they also have homeowners or renters coverage.
- Claims updates → Review their current policy for gaps or better protection.
Beyond these scenarios, life events like moving, getting married, buying a new car, or starting a business often come up naturally in conversation.
One independent agency even told us that “when customers call in because they are upset about their rates increasing, a surprising amount of the time we end up with an upsell because in the process of looking for better rates, we also uncover life changes or needs that lead to new policies or increased coverage.”
By shifting your mindset from simply solving a problem to also spotting potential needs, every service call becomes a chance to strengthen loyalty and uncover new opportunities.
Service calls are a hidden goldmine for agencies that know how to use them. By reframing these “routine” interactions and recognizing the opportunities hidden within, you can consistently uncover upsell and cross-sell moments that strengthen client relationships and drive growth.
The best sales don’t come from cold calls, they come from the warm conversations you’re already having. If you want to keep those conversations flowing, Lift Local can help. Our customer engagement emails are designed to spark check-ins, prompt coverage reviews, and create more natural touch points with your clients.