Virtual University

When Customers Move to Direct Writing Insurers

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…

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“Pollution” Incident…BAP or CGL?

Leaked fluids from a wreck of two vehicles were not properly cleaned up by a private firm. As a result, a motorcyclist was seriously injured when he slid through the…

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Insurance and Joint Custody of Kids

The divorce of insureds can often create problems for CSRs handling the transition of their personal lines account. However, even when a divorce is amicable, agents may be expected to…

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Ending Follow-Ups with Late-Paying and Past-Due Customers

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…

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The Southwest Airlines Way

If you’re never flown Southwest airlines, you are likely not familiar with their customer service approach. In this article, customer service expert Shep Hyken talks about his experience and I…

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Should AI Endorsements Be Sent to Additional Insureds?

Many, if not most, certificates of insurance identify one or more parties as additional insureds. However, with several hundred non-ISO AI endorsements in the marketplace, many of these forms provide…

Spread the Love

You’ve got just over a week before Valentine’s Day. Do something nice for your customers Valentine’s Day (and every day). Spread the love, spread the joy. Here is our suggestion…

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