How to Create Insurance CRM Software? Let’s Walk You Through the Process

Running an insurance business without custom insurance CRM software is like juggling flaming torches.

 

• Endless paperwork piling up on desks? Check.
• A lot of data entry that eats up your team's time? Check.
• Lost customer information or missed follow-up actions? Double check.

 

Sounds familiar? Yes, most likely, if you are reading this article.

 

As you’ve probably guessed, the custom CRM solution can solve all these problems.

 

However, we understand you have many questions about a custom CRM development for insurance agents: Why? How? How much? How long? What technologies? Oh, it's enough to make someone dizzy.

 

Luckily, not for the Onix's specialists.

 

To make things easier for you, in this article, we will answer important questions related to building an insurance CRM software solution and give you an inside look at how everything works.

 

This blog post is based on our experience developing custom CRM software for an American insurance company.

 

Key Takeaways You Can't-Miss

 

• 77% of insurers invest in digital transformation to improve their customer experience and drive operational efficiency. What steps can you take to embrace this digital shift?
• CRM automation can reduce manual data entry tasks by 50%, allowing companies to focus more on strategic activities and increasing productivity and efficiency. How can you reach this? 
• Over 70% of CRM systems are expected to include AI capabilities to improve customer engagement, automate tasks, and provide personalized experiences. What AI-driven features can you implement?
• Instead of incurring a hefty monthly fee for a third-party CRM service, our client made a one-time payment for a cost-effective solution that they would use for years, paying only for hosting and maintenance. How can Onix help you, too?

Ready-Made vs. Custom CRM for Insurance Agents: What to Choose?

If you plan to deal with a CRM system, you have two options: a ready-made solution or building a custom CRM for an insurance company.

 

Below, we have prepared a comparison table that provides a broad overview of both options so that you can better understand what to expect when choosing a particular solution.

 

 

To sum up:

You can choose a ready-made CRM if you:

 

• need a fast solution with standardized features
• have basic CRM needs without complex requirements
• have a small team.

 

Create custom CRM for insurance agents if you:

 

• have unique needs or complex workflows
• need more customization and integrations
• plan to scale your business.

 

Just like our clients did.

 

They had assessed several ready-made CRM solutions, starting with Salesforce. And they concluded that those products' feature sets are bloated, and buying accounts and functionality from them would not be financially feasible. The company decided to develop a custom CRM system and deploy it independently.

Custom CRM Software for the Insurance Industry: Why?

Google Sheets and legacy software do not work anymore. And having a ready-made solution is sometimes not enough.

 

Without reliable software, you are only:

 

• waste time
• frustrate employees and customers
• make costly mistakes
• lost revenue.

 

So, what are the benefits of a custom CRM for insurance agents?

 

Say goodbye to manual tasks

Independent insurance agents spend much time on administrative tasks. Of course, these tasks are important, but they are time-consuming and distract from what really matters, such as customer service and sales activities.

 

Most companies believe that CRM systems save employees 5-10 hours per week.

 

And here is precisely how:

 

• Automation of client data collection
• Reducing paperwork through digital workflow
• Automation of policy updates
• Synchronization of client interactions via email, phone, and chat
• Marketing automation features such as automated email campaigns and newsletters
• Automation of appointment scheduling, following up, and status tracking
• Automated reminders for renewals, claims, and check-ins

 

Wow, these automation features can really free up time to focus on more complex tasks!

Example of CRM software development by Onix – a CRM for healthcare professionals

Forget about chaos

You can keep all client information in one place by developing custom CRM software tailored for insurance agencies.

 

Just check out these opportunities:

 

• All information about the insured (personal information, policy history, claims, etc.) is on one dashboard
• Instant access to documents
• Syncs across teams (agents, customer service specialists, claims adjusters, etc.)
• Real-time claim tracking
• Easily view policy status, renewal dates, and payments
• Automatic backups (no more lost data due to human errors.)

  

Example of custom CRM development by Onix

Deal with happy customers who are coming back

About 72% of companies believe a custom CRM provides agents access to more accurate and complete customer data. 

 

And that's true. A well-built CRM helps insurers strengthen relationships, personalize interactions, and reduce response times, leading to better retention and high levels of customer satisfaction.

 

Let's see how it all happens:

 

• Faster and more personalized communication through 360° client view omnichannel support and automated follow-ups
• Custom notes and tags that help personalize conversations and improve client relationships
• Quick and hassle-free claims processing thanks to real-time claim tracking, automated document collection, and chatbot.
• Predictive analytics that help agents anticipate customer needs before they arise

 

CRM can do more than you could ever expect and can change your insurance business in ways you never imagined.

 

And the list of benefits could go on and on:

 

Key Features of a Custom CRM for Insurance Agents

A custom CRM for insurance agents should be more than just software.

 

It's better to create insurance CRM software with the idea that it's an agent's assistant that will help them stay productive, organize, and save time.

 

Below, our developers share the key functionalities of insurance CRM systems should have:

 

Client and policy management

CRM systems should have a centralized space where agents can store and access customer information, policy details, and other documents to facilitate policy management.

Comprehensive account information overview built by Onix

Lead and sales management

This functionality helps capture leads from multiple sources, such as websites, calls, and social media. The CRM system automatically scores and assigns leads, freeing agents from manual work. A clear view of the sales pipeline allows agents to see the progress of deals and easily track conversions.

 

Automated workflow and task management

CRM system can handle all routine tasks with minimal manual effort. These tasks include:

 

• setting follow-up reminders for calls, emails, and meetings
• automation of policy renewals, claims follow-ups, and upsell opportunities
• integration with calendars and communication tools.

Hydra – Onix’s own CRM system for managing and automating workflows

 

Easy document management

Insurance agents deal with a lot of paperwork. To facilitate the document management process, the CRM system should:

 

• allow agents to store and retrieve policy documents, contracts, and forms in seconds
• include an electronic signature feature for quick document approval.

 

Communication and marketing automation

CRM systems allow agents to connect with clients via:

 

• automated emails for policy reminders
• SMS for promotions
• personalized outreach campaigns
• chatbot for handling inquiries.

 

Claims and customer support management

These features help maintain a high level of customer satisfaction. When building an insurance CRM software solution, it's vital to include:

 

• real-time updates on claims
• built-in support ticketing system 
• AI-powered chatbot to handle basic inquiries

 

Analytics and reporting

No guesswork. Using analytics and reporting tools, agents have deep insights into:

 

• customer behavior
• sales performance
• clear client retention and churn analysis
• data-driven reports based on policies, leads, and claims.

  

Stats and reports feature built by Onix

 

Security and compliance

Security is a high priority for insurance agents because they deal with clients' data, such as personal details, financial information, or medical records. 

 

Here are some security measures we provide when building CRM systems:

 

• role-based access control
• two-step verification procedure
• data encryption
• backup
• compliance with industry regulations like GDPR and HIPAA

 

AI in CRM for Insurance Agents: Maximize Your Capabilities

Once you have developed the basic functionality, we recommend adding extra features, namely implementing AI technology.

 

Based on the Deloitte research:

 

• 76% of US insurance executives said they have already implemented gen AI in at least one business function.
• Hong Kong-based life insurer AIA Group is moving from essential technology investments to implementing artificial intelligence in distribution, operations, and customer service.
• The areas with the most AI implementations to date have been distribution, risk management, and claims processing.

 

Here’s how we can enhance your insurance workflow by implementing AI:

 

 

Key Steps to Develop a Custom CRM for Insurance Agents

Building robust insurance CRM software requires a well-structured development process.

 

At Onix, we follow a strategic step-by-step approach that allows us to ensure a balance between user needs and technical feasibility.

Here’s an inside look at how we approach custom CRM development:

 

Discovery and requirement analysis

Before we start development, Onix's specialists understand business needs and workflows and gather requirements to define key CRM features.

Choosing an appropriate technology stack

The Onix team will help you choose the right tech stack for an insurance CRM platform, ensuring:

 

• ability to scale as your business grows
• fast and seamless operations
• compatibility with third-party tools and APIs.

 

We recommend the following reliable technologies:

 

 

UI/UX design

The Onix's design team creates intuitive and visually appealing interfaces and seamless navigation. We map the user journey, create wireframes to define the CRM structure and develop interactive prototypes.

 

Feature development

We developed the essential CRM modules, built a robust database to store necessary information, and ensured third-party integrations such as SMS, emails, payments, etc.

 

Testing

Before launching CRM, our quality assurance engineers evaluate the system's ability to process complex data, support stressful workflows, and communicate with other systems.

 

We ensure your software is polished, bug-free, and ready for release.

 

Deployment

The Onix's developers deploy the CRM and ensure its smooth integration with existing systems.

Onix's Expertise in Developing a Custom CRM for Insurance Agents

As we already mentioned, our client is a California-based medium-sized health insurance company needed to:

 

• improve the process of serving and handling customers
• digitize the lead and customer management processes.

 

The client concluded that a ready-made solution like Salesforce lacked functionality and was impractical from a financial point of view.

 

The company decided to develop a custom CRM system and host it independently. 

 

The Onix’s team needed to:

 

• Create a CRM system allowing insurance agents to create accounts, schedule, and manage interactions with leads, opportunities, and customers.
• Design an intuitive user experience that allows insurance agents to navigate the system and complete their daily tasks faster easily.
• Ensure that the system is HIPAA-compliant.
• Deploy the system on the company’s private server.

 

Here are the key features our team built:

 

Insurance lead account creation methods

We created accounts in two ways:

 

• through an online form that leads fill out on the company’s website
• manually, when an insurance agent enters a lead’s information (name, phone number, email, gender, etc.)

  

 Lead account management built by Onix

 

Lead communication and task management

Once an agent has received or created an account, they can communicate with a potential client via phone or email. The system facilitates scheduling, assigning, and tracking these interactions and results and uploading and sharing documents.

 

Notifications

The system sends notifications (on the user’s interface and via emails) regarding new accounts, assigned tasks, etc.

System notifications feature developed by Onix

 

Lead status indicators

When agents interact with leads, they indicate when they “contact” and “convert” the lead. They can also mark the account as "lost."

 

Account management and search filters

Agents can manage accounts in each category (leads, opportunities, and contacts) on separate pages. They can search accounts by name and filter them by dates, status, assignee, and source.

Search filters built by the Onix team

 

Comprehensive account information overview

Each account page contains contact details, MBI, health plans, medications, notes, documents, agent tasks, interaction history, and other essential information.

 

Stats and reports

Reports allow agents and managers to see essential statistics such as AEP and OEP success rates, monthly leads and opportunities, monthly lead-to-close and opportunity-to-close ratios, current leads, and more.

 

Result we achieved:
The project fully met our client's expectations, offering a simple but effective solution to their primary business problem.

 

Instead of paying high monthly fees for third-party CRM services, they opted for a one-time investment in an optimized system, with only hosting and maintenance costs.

 

Want to know more?
Check out our detailed case study to delve deeper into this project and learn more about the development.

 

Cost of Developing a Custom CRM for Insurance Agents

To help you better understand the specific costs required to build an insurance CRM software, below, our experts provide a rough estimate:

 

 

Note: This table provides a rough estimate, but actual costs can vary based on your business needs. Please contact us for a detailed proposal.

 

Closing Thoughts

Well, we have reached the final step. Hopefully, you now better understand how to build a custom CRM for insurance agents and know what the development process involves.

 

Of course, we are well aware that all this can feel and look overwhelming, and you may still have questions.

 

Please feel free to reach out to the Onix team if you need the following:

 

• support in building an insurance CRM software solution from scratch
• help in improving and updating an existing CRM solution
• expert consultation on any other issues

 

We will be happy to discuss your project!

 

FAQs

 

How long does it take to develop a custom CRM for insurance agents?

The development timeline depends on the complexity, features, and integrations required. Still, it takes 4 to 9 months to build a fully functional custom CRM, including discovery, design, development, testing, and deployment.

 

Can a custom CRM integrate with existing insurance software?

Yes, a custom CRM can seamlessly integrate with existing insurance software, including policy management systems, claims processing tools, accounting software, and third-party APIs, ensuring smooth data flow and operational efficiency.

 

Can Onix integrate AI-driven automation into the CRM?

Absolutely! We can implement AI-driven features such as predictive analytics, lead scoring, automated workflows, chatbots, and personalized recommendations to enhance efficiency and customer interactions.

 

Can Onix migrate data from my existing CRM to the new custom solution?

Yes, our team ensures a secure and smooth data migration process, transferring client records, policies, claims history, and other critical data while minimizing downtime and preserving data integrity.