Client Handover Checklist for Insurance
A checklist for smoothly transitioning policyholder relationships from a departing employee to their replacement, maintaining service continuity and policyholder confidence.
Aligns with ASIC regulatory requirements, General Insurance Code of Practice, and AFSL obligations. Includes audit trail provisions.
Complete Checklist
- 1Compile a list of all policyholders managed by the departing employeeCritical
- 2Assign each policyholder to the appropriate replacement team memberCritical
- 3Brief the replacement on each policyholder's history, preferences, and current status
- 4Review all active claims, proposals, and commitments for each policyholder
- 5Identify any sensitive or at-risk policyholder relationships that need special attentionCritical
- 6Schedule introduction meetings between the replacement and key policyholders
- 7Send a professional handover communication to each policyholderCritical
- 8Transfer all policyholder files, notes, and correspondence to the replacement
- 9Update policyholder records in the CRM with the new account owner
- 10Ensure the replacement has access to all relevant policyholder-related systems
- 11Review any upcoming policyholder deadlines or deliverables during the transition
- 12Discuss billing arrangements and any outstanding invoices for each policyholder
- 13Follow up with each policyholder after the transition to confirm they are satisfied
- 14Document any policyholder feedback about the transition for process improvement
Frequently Asked Questions
How do we prevent policyholder loss during a staff transition?
Communicate proactively and transparently. Ensure the replacement is well-briefed and can demonstrate immediate competence. Schedule face-to-face or video meetings rather than relying on email. Maintain or improve service levels during the transition period. Follow up after the handover to check satisfaction and address any concerns promptly.
How should we communicate the staff change to policyholders?
Notify policyholders before the departing employee leaves, not after. The communication should come from a senior manager, introduce the replacement by name, reassure the policyholder that service will continue seamlessly, and provide the new contact details. Tailor the message for key policyholders with a personal phone call. Keep the tone positive and professional without sharing unnecessary details about the departure.
What information should be included in a policyholder handover brief?
Include the policyholder's business background, key contacts and their roles, communication preferences, claim history and current status, any known sensitivities or preferences, upcoming deadlines, billing arrangements, and the relationship health assessment. The more context the replacement has, the smoother the transition will be for the policyholder.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.