Client and Family Records for General Insurance Agencies
The client record is where an agency keeps who the client is, who they are linked to and which policies they hold. Servicing, renewal and claims staff all open the same page.
What a client record holds
An insurance client is rarely one person. A husband buys the car cover, his wife’s name is on the health floater, and the family shop has a fire policy. Links between records show all three.
Who uses it
Servicing staff open the record when a client calls about an endorsement or a receipt. Renewal callers read it before ringing. Claims staff read it to find the policy and the contact for a loss. The owner reads it when deciding which clients need a visit.
How it connects to the next step
A new enquiry starts from the client record, so a motor quote reuses the address and date of birth already held. Policies are then added beneath it. A renewal reminder and a claim both refer back to the same client.
What the agency sets up
- Which KYC papers the agency collects for each line of cover
- How family and business links are named
- Which fields are compulsory when a client is added
- Which staff may edit a client’s phone number or address
- How duplicate clients are merged after migration
What it does not do
Staff check each client’s papers; nothing is verified with an outside authority. The agency marks them as received. Which papers an insurer asks for is the insurer’s rule, and the agency decides what to collect.
Frequently asked questions
Can one client have policies with several insurers?
Yes. The record lists every policy the agency placed for that client, whichever insurer issued it, in a single view.
How are family members linked?
A family link joins separate client records, so a spouse’s health policy appears when the husband’s record is open. Each person keeps their own page.
Will our existing client sheet be imported?
Yes. Names, numbers and policies are brought in from your sheets, and your team reviews the list and merges duplicates before go-live.
Where do scanned KYC papers go?
They are stored on the client record, and the policy documents page describes how files are kept against the client and the policy.
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