Why emotional intelligence matters to the insurance industry

Insurance products exist solely because of emotion. Humans are emotionally driven, and insurance is a product we can use to mitigate adverse events in our life, therefore reducing the emotional impact of those events. (Photo: dizain/Adobe Stock)

The COVID-19 pandemic made people all around the world change the way they look at their neighbors, their community and themselves. In this fast-changing environment, we find it challenging to connect with our own emotions and open ourselves to others’ experiences and requests for help and support. As we look ahead and adapt to the “new normal,” elevating our emotional intelligence is a key ingredient for our success, especially in the insurance industry.

Taking a step back and analyzing the success variables within our industry, emotional intelligence (EI) ranks high on the list. Our ability to identify, understand and manage our own emotions and the emotions of others is the foundation that allows the policyholder to trust the agent and policy they purchase and believe the resolution of their potential claim will be positive. As organizations and leaders, how can we provide the support our people need and access our own emotional intelligence in times of COVID-19?