Agency Management

Agents would like to have a clean and simple way of judging their estimated or exact value. When they ask me to simplify the method for valuing their agencies, I…

It’s okay for customers to be misinformed or make a mistake. However, sometimes the customer is not only “not right,” they are abusive and disrespectful toward the people who are…

Walmart recently announced its entry into the auto insurance marketplace via online sales and store kiosks in selected states. Overstock.com may even sell small BOP policies. Have some types of…

If you have a valuation done on your agency, demand to see the actual work effort and the assumptions made by the appraiser as a part of the published appraisal.…

Creating a Customer-Centric Culture. That’s a lot of words that begin in C. Well, this article is about D’s, specifically the Six D’s of Creating a Customer-Centric Culture.

As the commodity-pricing frenzy of auto insurance intensifies, you become aware of agents who are cutting premiums by deliberately failing to disclose teenage drivers and advising prospects or insureds that…

Author: Bill Wilson “Do you have specimen wording that we can provide to our insureds to implement as a company policy requiring their employees to provide certain limits of liability…

A recent McKinsey report concludes that personal lines insurance, by and large, has become a commodity. It also questions the viability and value of the agent. This article excerpts one…

When it comes to customer service decisions, I can’t stand the word rules. You can throw the word policy in there too. A better word might be guidelines. Or, if…