How To Deal With Negative Online Reviews About Your Agency

Many insurance agents avoid online marketing because they’re worried about getting negative reviews.  

You’ve probably experienced an irate client a few times in your career.  In this industry, it happens!  People are typically dealing with major accidents and losses and aren’t always feeling calm and patient.  

And while these situations are few and far between, it can create worry.  What if ONE client trashes you all over the internet and ruins your reputation?  Better to avoid all forms of social networking than risk it!

But this DOESN’T have to be the case!

Here are a few ways to avoid problems:

#1 – Setup notifications.  

All social networks allow you to setup notifications when someone sends a message or writes a comment.  You can receive as many or as few as you’d like.  By making sure you’re getting quick notification, you can respond or delete any negative comments.  You can either setup notifications to go to your email or set them up on your cell phone.  

You may also want to add a trusted staff member to help with this, in case you aren’t always available or want some back up!  

On Facebook, go to your business page and click Settings at the top.  Then choose Notifications from the left menu and choose your preferences.

#2 – Claim your business

Many sites that allow reviews also allow you to claim ownership of your business.  This will alert you when new reviews are written and allow you to respond to them as the owner of the business.  

Go ahead and claim your sites now so there isn’t a delay if you find something later.  Look for your agency on and claim your location on Google Places.  (Click here for Google Business)

#3 – You make the rules!  

Some social media advice will tell you to never delete a negative comment, but I disagree.  Your page = your rules!  If you find a comment to be inappropriate, rude, or just ridiculous, go ahead and delete.  On Facebook, you can also ban a user if needed from viewing or commenting on your page.  Don’t feel like you have to hash it out and agree with everyone.  Delete as needed with no guilt.  

#4 – Relax.  It doesn’t happen often.

I’ve worked with agencies on social media for over 4 years and honestly, I’ve seen very few negative reviews in that time.  Probably less than 5 on HUNDREDS of pages!  

It’s definitely not a reason to stop you from marketing online and using social media to get clients!  

So are you ready to start crushing it online?  Click here and sign up for the free training “The Ultimate Insurance Marketing Plan For Getting Quotes Online” and learn how to use the proven techniques of internet marketing to get quotes!  

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About The Author

Robyn Sharp

Robyn Sharp is an insurance marketing expert (and former agency owner). She specializes in Facebook content creation & marketing for P&C insurance agencies. Robyn has been a featured contributor to Exclusive Focus, PropertyCasualty360, IndependentAgent, and other insurance publications.