Following a communal catastrophe, such as a hurricane, victims go through several phases of recovery. Agents must know to expect these phases and how to prepare for them. It’s the psychology of downed trees and it’s quite fascinating.
The greatest benefit you have as an independent agent is that you are the “local” professionals – you know both insurance and the area. When you communicate with your customers bring them local news, whether it’s the local high school or college sports schedule, highlights and scores, upcoming events within 50 miles in the next…
Can an insurance carrier and its agent hold a client hostage? Short of any statutory prohibition, the answer appears to be yes. Without a law to the contrary, the contractual agreement between an insurance carrier and its agent appears to allow for “special consideration” regarding the recognition and acceptance of an agent of record (AOR)…
Have you ever wondered why customers buy from independent agents? According to research, the two main reasons are claims management and remarketing.
If you’re going to make a brand promise, keep it. Otherwise, you and your company may be the brunt of the punchline… We’re not happy until you’re not happy!
How far will you go to provide superior customer service? Would you invest hours learning basic American Sign Language so a single customer will have a better experience?
You’ve read about the explosion of “disrupters” that are going to revolutionize the insurance industry. Most of them promise quick and easy online or smart phone app access but none of them really address what it takes in the form of a customer experience that enables the sale and retention of the customer. In this…
Let’s face it, even the best and brightest of us sometimes do dumb things and often it’s with good intentions to help a customer. But the cold, hard E&O reality of undertaking non-insurance tasks for customers can be dangerous.
This may be the most important coverage article you read this year. It may be the most important coverage article you’ve ever read. Please read it. And please have your colleagues read it. If you work in an agency, send a link to the article to your underwriters, marketing reps, and claims people. RTA…Read The…
An agency buys a smaller agency and learns that many of their auto accounts are written at minimum limits. The agency’s minimum limits standard requires higher limits, so on renewal, they increase the limits and notify customers that they will roll them back if requested. Is this legal? Is it ethical?
