Hand over private health enquiries with the client's question intact

If your brokerage initially handles private health insurance enquiries centrally, the actual consultation often begins with another person. The handover should therefore say more than “interested in private health insurance”. It preserves the prospect’s specific question and shows the adviser what preparation has already been done.

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Preserve the question behind the selected topic

webRichtung supplies enquiries with employment situation, current insurance and discussion focus, plus location and contact details in Germany. These details guide first contact. The conversation can reveal what a phrase such as “understand premiums” actually means to the person.

For example, someone already privately insured has selected this topic. During first contact, they explain that they first want to understand points in information they received. They have not discussed switching. Handing them over as a “customer ready to switch” would suggest a different concern to the adviser. Record the outstanding question instead.

At the end of first contact, ask: “Which question would you like my colleague to discuss with you first?” The answer helps focus the next appointment. It is a shared description of the conversation’s purpose, without pre-empting a recommendation.

Separate enquiry, client question and internal task

Use three short sections for the handover. The receiving adviser can then see which statements came from the prospect and which work remains internally:

• Starting point: existing enquiry details and changes confirmed personally.
• Advice question: the current concern, preferably in the prospect’s words.
• Preparation: promised information, outstanding questions and the person responsible.

In the example, the advice question reads: “Wants to understand the information discussed; asks for two terms to be explained.” Preparation identifies who will clarify which document and version the question concerns. The note should not assert an answer that nobody has yet professionally checked.

Limit the organisational summary to what the next task needs. The adviser receives a useful starting point without first-contact staff having to collect additional sensitive details in advance.

Confirm ownership before the client appointment

Assign the enquiry to the person who handles the specific concern within your team. Ask them to confirm that they know the open question and promised preparation. If they cannot take it on, resolve ownership internally before naming different contacts to the prospect.

Also check what has already been sent to the client. Information sent has not necessarily been discussed or understood. Keeping these states separate lets the adviser ask targeted questions and avoid unnecessary repetition.

The next opening might be: “You first want to understand the information you mentioned to my colleague. I have your two questions here.” Allow room for an update. If the concern has changed, adjust the conversation’s purpose together.

Connect new enquiries with prepared consultations

When buying leads, allow for both the initial response and the responsible adviser’s time. Open handovers represent work even when the calendar contains no confirmed appointment yet. Check that each accepted question has a next action.

Register your brokerage with webRichtung and prepare the order in webRichtung Customer. Choose an area in Germany, delivery type and monthly cap and view the current price before ordering. A suitable volume creates room to support new contacts through to a prepared consultation.

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