Customer Service

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…

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…

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,…

What does buying running shoes have to do with buying insurance? Keep reading for an excellent analogy of why online buying of certain “products” is often a big mistake.