Customer Service

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.

We’ve all seen the media stories about the demise of independent agents from organizations ranging from Google to Walmart getting into the insurance industry. Likewise, even our own publications refer…

Your agency has finally concluded that following up on late-paying and past-due customers is too big an E&O exposure and too expensive and time consuming to continue. You believe it…