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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…

Many agency owners take great pride in generating low loss ratios year after year. These agencies are often small but very, very profitable. These agency owners are not happy with…

An insured backs into his wife’s car, damaging both vehicles insured under the same policy. The deductible provision says no deductible applies if an insured vehicle collides with another vehicle…

What does an agency sell? One might say an agency sells price. Fair enough. But what are they selling for price? An insurance policy? Any policy? Is whether or not…

To determine whether a claim is covered, we usually start with the Insuring Agreement. If that’s triggered, we then look to the Exclusions to see if coverage for the claim…

Is there a Sales Personality? Yes. That’s why it takes a charismatic person to become a good salesperson. And, unfortunately, some sales personalities don’t end up in sales roles in…

The best companies know what they are good at, and they “stay in that lane.” Ace Hardware. Nordstrom. Zappos. What none of these companies are known for is being the…

Concealed weapon and other gun laws seem to be proliferating around the country. Sooner or later, an insured or prospect is going to ask you if their insurance covers them…

I’m constantly amazed at how many different ideas people and companies use to amaze their customers. When you get a complaint, you probably apologize and do your best to make…