Does your agency have these?
A recent agent survey conducted by Channel Harvest Research revealed the top three areas agents are concerned:
- Claim service quality
- Competitive pricing
- Customer service
The question I have is this … in today’s commercial insurance market, what does competitive pricing mean? Is competitive pricing code for the lowest quote? Or does it mean the average of three or four quotes? And exactly how is great claim service and responsive customer service priced into competitive pricing?
Reviewing thousands of new and renewal quotes a year, from my 38 years of experience it’s clear we are in a market where a group of carriers with a track record in a niche produce quotes within 10percent of each other. However, then a new quote comes in out of left field to the niche carrier and it’s 25 to 30 percent less; is that competitive or dumb?
In order to provide great claim and customer service, we need to make an underwriting profit. No profit … no service. We need to be competitive and intelligent. Learning to sell predictable and consistent cost of risk transfer coupled with great customer and claims service will help you build a loyal following.
Art Seifert, Glatfelter Program Managers
Arthur is a fitness enthusiast, a grandfather, philosopher and possessor of a wretched wit.
Using this 1 simple business practice can help insurance agents to ensure customer retention success within their agency.