A new enquiry does not always turn into a customer straight away. Someone may ask about your services, request more information or need time before making a decision.

For vehicle insurance clubs, agencies and brokers in Australia, keeping track of these conversations helps the team know who needs a reply and what to do next.

1. Record the Enquiry Clearly

Start with the information your team needs to respond: the person’s name, contact details, what they asked about and when they contacted you.

Keep the notes brief but useful. “Asked for information about joining the club” tells the next team member more than “New enquiry.”

2. Make Someone Responsible for the Reply

When several people handle enquiries, it is easy to assume someone else has already responded.

Decide who will handle each enquiry. That person should check the previous conversation before replying, so the customer receives a clear answer without repeated questions.

3. Write Down the Next Step

After a call or message, record what was agreed. Does the person need more information? Are they waiting for a quote? Did they ask you to contact them next week?

A clear next step helps your team continue the conversation without relying on memory.

4. Follow Up With a Purpose

A useful follow-up gives the person a reason to respond. Answer an outstanding question, share the information they requested or check whether they need anything else.

For example:

“Hi Alex, following up on your enquiry about our vehicle insurance services. Is there anything you would like us to clarify before you decide?”

Choose the timing based on the conversation. If someone asks to be contacted on a particular day, respect that request.

5. Keep the Outcome Updated

Some enquiries move forward, while others do not. Record whether the person is still considering, has become a customer or no longer wants to continue.

If someone asks not to receive further messages, note that clearly. Accurate outcomes help your team focus its time on people who still need assistance.

How IMS Pro Fits Into the Process

For teams considering an insurance CRM for insurance clubs, IMS Pro provides dedicated leads and customer management areas. These give vehicle insurance clubs, agencies and brokers a place to keep enquiry records and customer information organized.

Good insurance customer relationship management starts with a clear team process: record the conversation, agree on the next step and keep the outcome updated.

To explore how IMS Pro could fit your enquiry process, contact the team for a walkthrough.