Customer Service

Your insureds are not insurance experts, nor should we expect them be. In fact, many don’t like to talk or think about insurance – much less read a “coverage-heavy” letter.…

Point/Counter Point: 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,…

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…

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…

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…

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…

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…