You Can Teach Old Dogs New Tricks

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Tom and Harry are in Tom’s garage, working on an old car. The hood is up, tools are scattered, and they’re wiping grease from their hands as they chat. The conversation gradually turns to insurance, a topic they often debate.

Tom (tightening a bolt under the hood):
You know, Harry, I’ve been thinking a lot about the role of insurance agents. They’re not just there to sell policies. A good agent educates their clients and presents different options. It’s about giving people the knowledge they need to make informed decisions.

Harry (leans against the car, shaking his head):
I don’t know, Tom. I feel like people can find most of that information online. Insurance agents are just middlemen trying to upsell you on stuff you don’t need. Half the time, they complicate things more than they help.

Tom (wiping his hands on a rag):
I get where you’re coming from, but think about this—insurance is complicated. Sure, you can look things up, but there’s a reason people study for years to become experts in the field. A good agent helps simplify things. They break down all those confusing terms, guide you through what really matters, and make sure you’re not underinsured or overpaying.

Harry (laughs):
Simplify? Come on, most of them just throw a bunch of papers at you and hope you don’t ask too many questions. Besides, there are comparison websites now that can do what agents do—probably faster too.

Tom (raising an eyebrow):
But those websites can’t ask you the right questions. They don’t know your specific needs, like if you’ve got this old car we’re fixing up that you only drive on the weekends. Or maybe you’ve got a home business on the side, which changes your insurance needs. An agent does more than spit out rates; they tailor a plan to fit your lifestyle. They’re problem-solvers.

Harry (smirking):
Maybe, but at the end of the day, they’re still trying to sell you something. They’ve got quotas to hit.

Tom (shrugs):
Yeah, they’re salespeople, but that doesn’t mean they’re not working in your best interest. The best agents aren’t just chasing commissions; they’re building long-term relationships. Look, I’d rather have someone who knows my situation and checks in every year to see if my coverage still makes sense than rely on an algorithm.

Harry (pauses for a moment, then chuckles):
Alright, you got me there. There’s something to be said for the personal touch. Maybe I’m just too skeptical. But still, isn’t that what customer service lines are for?

Tom (grinning):
Customer service? You mean the hours on hold, the scripted answers, the lack of follow-up? That’s not the same as having someone who knows your name, your family, your specific situation. An agent can be your advocate when things go sideways. They can help navigate claims and negotiate with the insurance company. Try getting that from a website or a 1-800 number.

Harry (nodding slowly):
Alright, alright, point taken. I guess having someone who actually cares about your needs, not just the transaction, does make a difference. Maybe insurance agents do have more value than I thought.

Tom (laughs and pats Harry on the back):
Glad you’re finally seeing the light, buddy. Now, hand me that wrench, and let’s get this car running—just don’t forget to call your insurance agent once it’s roadworthy!

Harry (grinning as he hands over the wrench):
You win this round, Tom. Maybe I’ll give my agent a call after all.

 

Pickleball Pundits: Tom and Harry’s Court-side Debate on Local vs. National Insurance Agents

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On a bright Saturday morning, Tom and Harry found themselves on the pickleball court at the local park, paddles in hand, ready to serve up not just a ball but also a fresh debate. The topic bouncing between them today was the merits of using a local insurance agent instead of a national broker.

As Tom lobbed the ball over the net, he started, “I’ve been thinking, Harry. Going local for insurance makes a lot of sense. It’s like eating at a neighborhood restaurant instead of a big chain. More personal, you know?”

Harry, quick on his feet, returned the serve. “Personal touch, huh? I can see that. But do these local guys really match up when it comes to the big leagues in terms of resources and reach?”

Tom took a swift step to volley the ball, keeping up the pace. “Sure, national brokers have size, but local agents have the home court advantage. They know the area, understand local laws, and they even recognize how the local weather patterns can affect policies.”

Harry nodded, contemplating as he prepared for the next serve. “That’s a fair point. There’s something to be said for someone who knows the territory. Plus, I suppose with local agents, your money stays in the community.”

“Exactly!” Tom exclaimed, scoring a point. “And besides community support, local agents offer something a big corporation can’t—flexibility and a personal relationship. If you have a problem or a question, you’re not just talking to a call center on the other side of the country.” These are small business owners who are more invested in your business and personal success.

Harry returned the ball with a thoughtful flick of his wrist. “I guess dealing with someone face-to-face does cut through a lot of red tape. It’s more human, less corporate, right?” Tom points out, “Even if the national broker has a local office, they are still obligated to their national firm rather than you. “

“Right,” Tom agreed, pausing as they took a brief water break. “Think about it like this—when you’re in a pinch, would you rather rely on a local expert who’s invested in your welfare, or a corporation that sees you as just another number?”

Chewing on that thought, Harry conceded as they resumed their game. “I’m starting to see the appeal. Local knowledge and service do go a long way, especially when it’s about something as crucial as insurance.”

As the game continued, the discussion shifted from comparing agents to sharing stories about community events and local happenings. It was clear that for Tom and Harry, the appeal of local service, much like their game of pickleball, was all about engagement, familiarity, and a shared sense of belonging.

By the end of their game, Harry was not just more open to considering a local insurance agent but also appreciative of Tom’s perspective. “Alright, Tom, you might have swayed me here—both on the court and off it.”

With their game set and match concluded, they shared a laugh and planned to catch up again soon—perhaps next time with less debate and more direct action toward checking out those local agents Tom so passionately advocated for.

4

 

Client Education Trends

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We have been on a journey for over a year to educate both agents and buyers of insurance about the most effective way to secure insurance and risk management services.  It appears our work may be paying off.  We are seeing more and more articles related to the buying and selling insurance that include titles like:

  • “Educate Your Clients”
  • “Discover Solutions”
  • “Quality Relationships Matter”
  • “Buyers Value Partnerships”
  • “Sales People Can’t Wing It”

These articles directly relate to what we have been saying over the past twelve months.  We have reviewed a number of these articles and picked out some of the best points for agents and insurance buyers to consider.  These include:

  • See your buyer’s needs through their perspective. This involves active listening on the agent’s part.  Agents should talk less, and listen 80% of the time.
  • Deliver your buyer a solution — not a product. Solutions are meant to address the client’s real needs, not sell an insurance product.
  • Focus on what’s important to the client. Determine what their true needs are.
  • Focusing only on your insurance product will cause you to miss what buyer’s value from you.

If insurance buyers demand these procedures of their agents, and agents practice these guidelines, insurance coverage would be better designed, and the overall cost of risk would be lower for businesses.  Insurers would be happy because losses would be reduced, and businesses would be matched with the right insurer.

Tom and Harry’s Par-Tee Debate on Insurance Agents

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On a sunny Saturday morning at the local Green Meadows Golf Course, two lifelong friends, Tom and Harry, found themselves in the midst of a discussion that was as meandering as the course itself. The topic of the day? The virtues of an insurance agent who educates and nurtures relationships with clients versus one who merely sells a product.

As they approached the first tee, Tom, ever the pragmatist, launched the opening salvo. “You know, Harry, I think an insurance agent should be like a good caddy. They should know the course, understand the traps, and help you make the best shot possible,” he said, taking a practice swing. Remember, insurance is all about the final cost.

Harry, adjusting his sunhat, chuckled. “Absolutely, but there’s a catch. My agent is like that caddy who not only carries your clubs but also teaches you which club to use and why. It’s not just about making sales; it’s about making sense of the insurance jungle.”

The two teed off, and the debate continued as they strolled to their balls. “See, my guy does the basics, and that’s fine by me. As long as I’m covered, why need the extra fluff?” Tom queried, eyeing his shot.

“Fluff?” Harry exclaimed with a grin. “It’s hardly fluff when you’re facing a sand trap of legal jargon and complex clauses! That’s when you need someone who doesn’t just hand you a club but also shows you how to swing it.”

As they reached the green, Tom lined up his putt. “I guess when you put it that way, it does make sense. Maybe I do need someone who isn’t just there at the sale but walks the course with me.”

“Exactly!” Harry replied, as he watched Tom narrowly miss his putt. “It’s about building a relationship where they know your game, your life, your family, your business, and how it all changes over the years. That’s the agent who not only gets you onto the green but helps you stay there.”

They moved on to the next hole, with the conversation drifting from insurance to other life matters. However, the topic resurfaced again as they waited for a slow group ahead.

“You know, I think you’re onto something,” Tom conceded as they observed the tortoise-paced foursome. “Maybe I should look for an agent who’s more like a coach than a salesman. Someone who’s there in the long haul, not just for the quick sale.”

Harry nodded, taking a sip from his water bottle. “And when life throws you a curveball, or in our case, a rogue golf ball, you’ll have someone who understands your game well enough to help you play through it.”

As they finished up their round, the two friends realized that while they might not agree on every stroke or strategy in golf, when it came to insurance, they both valued someone who was more partner than pitchman.

With their clubs slung over their shoulders and the sun setting behind the 18th hole, Harry quipped, “Just think, Tom, with the right agent, dealing with insurance could be almost as enjoyable as golf!”

Tom laughed. “Let’s not get ahead of ourselves. But maybe a bit less frustrating.”

And with that, the two walked off the course, their debate settled, at least until the next round.

 

AI Is Here to Stay, but Will It Kill Customer Service?

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Integrating Artificial Intelligence (AI) into various sectors has been a revolutionary step towards automation and efficiency. The insurance industry, known for its reliance on personal relationships and human judgment, is no exception. As AI continues to evolve, there’s growing concern about its potential to disrupt traditional customer service roles, particularly those of insurance agents. This blog explores how AI may transform or even potentially “destroy” the role of insurance agents in customer services, while also considering the broader implications for the industry.

  1. Automation of Routine Tasks

AI and machine learning algorithms are increasingly capable of handling routine tasks such as answering basic customer queries, processing claims, and even underwriting policies. Chatbots and virtual assistants can provide 24/7 service, answering FAQs and guiding customers through the insurance process without human intervention. While this improves efficiency and reduces costs, it also diminishes the need for human agents for these tasks, potentially leading to job displacement.

  1. Personalized Customer Experiences

AI can analyze vast amounts of data to offer personalized insurance products and services. By understanding a customer’s unique needs and risk profile, AI systems can tailor recommendations much more accurately than a human agent might. While this bespoke service is advantageous for the customer, it challenges the traditional role of insurance agents as the primary source of personalized advice.

  1. Enhanced Risk Assessment and Pricing

AI’s ability to process and analyze large datasets enables more accurate risk assessment and pricing of insurance policies by insurers. This precision in understanding risk profiles and predicting outcomes can streamline the underwriting process, reducing the reliance on agents to assess and negotiate terms. As AI systems become more sophisticated, the nuanced judgment of experienced agents may become less critical, potentially undermining their role in the industry. However, this can reduce a personal human judgment on underwriting and eventually increase prices.

  1. The Diminishing Human Touch

One of the most significant impacts of AI on insurance agents’ customer service roles is the potential loss of the human touch. Insurance is a business built on trust and relationships, especially when it comes to claims, which often occur during stressful times for the customer. While AI can offer efficiency and personalization, it lacks the empathy and understanding a human agent can provide. This shift could lead to a more transactional relationship between insurers and their customers, potentially eroding customer loyalty and satisfaction. This would be a disaster.

 

The impact of AI on insurance agents’ roles in customer service is multifaceted. While there are real concerns about job displacement and the loss of the human element in customer relationships, there’s also the potential for significant industry evolution. By automating routine tasks and leveraging data for personalization and efficiency, AI can free up human agents to focus on providing more value-added services. This transformation, however, requires a strategic approach to reskilling and redefining the role of the insurance agent in the age of AI. As the industry navigates these changes, the balance between technology and human touch will be crucial in maintaining trust and satisfaction among customers.

Should Insurance Technology Always Be Trusted To Predict Accurate Or Fair Results?

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Insurance companies have relied on data to set their rates for years, but with the advent of advanced technology, insurers can now gather and analyze more data than ever before.  While the use of technology to set rates has its benefits, there are also several problems associated with this practice.

We will show you how an experienced agent can help you understand this technology and why it is important.  Many people are trying to push insurance into a commodity driven by technology and quick, cheap pricing.  We will continue to advocate the importance of personal relationships and how through these relationships, clients get the best combination of coverage price and service.  It is important to understand that insurance is not a product but a service.

Lack of Transparency

One of the biggest problems with insurers using technology to set rates is the need for more transparency in the process.  Insurance companies use complex algorithms to analyze vast amounts of data, and these algorithms are often proprietary and not subject to public scrutiny.  This lack of transparency can make it difficult for consumers to understand why they are being charged a certain rate or to challenge the accuracy of the data being used to set their rates.  Agents find it difficult to get answers to questions involving how this complex system process the data to get the final rate, therefor are not capable of explaining or encouraging modifications to behavior that are negatively affecting their insurance outcomes (cost or coverage).

Lack of Personalization

While technology can help insurers gather more data, it can also result in a lack of personalization in the insurance process.  Insurers may rely too heavily on data to set rates and overlook important factors that can affect an individual’s risk profile.  For example, a person with a safe driving record may be charged the same rate as someone with a poor driving record simply because they fall into the same demographic group.

Data Privacy Concerns And Unintended Consequences

The use of technology to gather data for insurance purposes raises serious privacy concerns.  Insurers are able to collect a vast amount of data on individuals, including information about their driving habits, health status, and online activity.  This data can be used to set rates, but it can also be used for other purposes, such as marketing or even denying coverage.  Additionally, insurers can gather more data on individuals.  In that case, it may lead to a situation where people considered high-risk cannot obtain insurance at all.

Benefits Of Having An Agent

Agents can help you design an insurance program that includes deductibles, limits, and coverage that represents the risks you have.  If you understand what you are buying, then you have a better basis for determining the best pricing options.  Factor in now how their data is being used to align with cost & coverage models, carrier appetite for their specific risk issues, finding the soft dollars that benefit the client amidst the complete underwriting and rating systems used by carriers, and still being able to speak to a live person at the end of all this to influence the final decision regarding a particular risk and you have a very important advantage on your side.

Is Automated Claims Process Really Better?

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Navigating the Pitfalls: Concerns with Automated Claims Services from Insurers

In recent years, the insurance industry has witnessed a significant transformation driven by technology. One of the most notable advancements is the integration of automated claims services, promising efficiency, speed, and cost savings for both insurers and policyholders. While these automated processes undoubtedly have their merits, they also come with a set of concerns that need careful consideration. In this blog, we’ll delve into the potential drawbacks and concerns associated with automated claims services provided by insurers.

Lack of Personalization

One of the primary concerns with automated claims services is the potential loss of personalized attention. Traditional claims processing often involves direct communication between the policyholder and a claims representative. This allows for tailored assistance, empathy, and understanding of unique circumstances. In contrast, automated systems may struggle to understand the nuanced details of a claim, leading to impersonal interactions that leave policyholders feeling frustrated and unheard.

Complexity of Claims

Insurance claims can be intricate, involving various factors, circumstances, and documents. Automated systems might excel at handling straightforward claims but could falter when dealing with more complex cases. Complex claims often require human judgment, expertise, and the ability to adapt to unique situations, something that automated systems may struggle to achieve effectively.

Inadequate Problem Solving

Not all claims fit neatly into predefined categories. Some claims may fall into gray areas or require a creative approach to resolve. Automated systems typically follow predefined algorithms, leaving little room for creative problem-solving. This rigidity can result in denials or delayed resolutions for claims that don’t conform to the system’s predefined criteria.

 

 

 

Data Privacy and Security

Automated claims services heavily rely on the collection and processing of sensitive personal and financial information. This dependence raises concerns about data privacy and security. With cyber threats on the rise, insurers must ensure robust cybersecurity measures are in place to protect customer data from breaches and unauthorized access.

Customer Disempowerment

While automated claims processing aims to expedite the process, it might inadvertently disempower policyholders. With limited human interaction, policyholders might feel alienated from the claims process, leading to a lack of transparency and understanding. This disconnection can erode trust in insurers and the entire claims process.

Bias and Fairness

Automated systems are only as impartial as the data they are trained on. If the training data contains biases, the automated system could perpetuate and even amplify those biases. This raises concerns about fairness and equity, especially in claims decisions that affect policyholders’ lives and financial well-being.

Lack of Human Judgment

The role of human judgment in claims processing cannot be overstated. While automation can streamline many aspects, the final decisions often require a nuanced understanding of context, intent, and extenuating circumstances. Completely replacing human judgment with automation can lead to decisions that lack empathy and fail to account for exceptions.

Having an experienced agent can help you understand your coverage and how it applies to your loss. Your agent can also be a strong advocate for you during the claims process.

Automated claims services undoubtedly offer a range of benefits, including efficiency and reduced operational costs. However, the concerns outlined above shed light on the potential pitfalls of over-relying on automation in the insurance claims process. Striking a balance between automation and human involvement is crucial to ensure policyholders receive the best possible service during what can be a stressful and challenging time. As the industry continues to evolve, insurers must carefully address these concerns to provide a claims experience that is both efficient and empathetic.

Cyber Insurance Vs. Crime Insurance, What Are The Differences?

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Crime insurance and cyber insurance are two types of insurance policies that provide coverage for different risks, but there can be some areas of overlap between them. Here’s a breakdown of what each type of insurance covers and where they may overlap:

Crime Insurance

Crime insurance, also known as fidelity insurance or employee dishonesty insurance, is designed to protect businesses against financial losses resulting from criminal acts committed by employees or third parties. It typically covers the following:

  • Employee dishonesty: Losses due to theft, embezzlement, or fraudulent activities by employees.
  • Forgery or alteration: Losses resulting from forged or altered financial instruments.
  • Computer fraud: Losses caused by fraudulent computer-related activities, such as hacking or funds transfer fraud.
  • Funds transfer fraud: Losses arising from unauthorized electronic funds transfers.
  • Counterfeit money: Losses due to the acceptance of counterfeit currency.

Cyber Insurance

Cyber insurance, also referred to as cybersecurity insurance or data breach insurance, is designed to protect businesses against losses resulting from cyber threats and data breaches. It typically covers the following:

  • Data breaches: Costs associated with data breaches, including forensic investigations, customer notification, credit monitoring, and potential legal liabilities.
  • Cyber extortion: Coverage for expenses related to ransomware attacks or other forms of cyber extortion.
  • Business interruption: Losses resulting from system disruptions or downtime caused by cyber incidents.
  • Privacy liability: Legal costs and damages resulting from violations of privacy regulations or laws.
  • Network security liability: Coverage for legal costs and damages arising from third-party claims related to network security failures.

Overlap and Differences

While there can be some overlap between crime insurance and cyber insurance, they primarily cover different types of risks. Crime insurance focuses on financial losses resulting from criminal acts, both by employees and external parties. It includes coverage for employee dishonesty, fraud, forgery, and other forms of traditional criminal activities.

On the other hand, cyber insurance specifically addresses risks related to cyber threats, data breaches, and other cyber incidents. It covers costs associated with data breaches, cyber extortion, business interruption, and liabilities arising from privacy or network security failures.

However, there can be scenarios where the two types of insurance overlap. For example, if a cyber incident involves employee fraud or embezzlement, both crime insurance and cyber insurance may come into play to cover different aspects of the loss. In such cases, it’s essential for businesses to carefully review their insurance policies and consult with their insurance providers to understand the extent of coverage and any potential gaps.

Business Need Both Kinds of Coverage

These two types of risks are the largest overlap between the two types of insurance policy because both risks involve criminal activity and direct losses but also occur in cyberspace and incur indirect losses.

Outside of instances where the policies overlap, the clearest way to delineate what event will trigger which type of coverage is to define if the loss was direct or indirect, tangible or intangible. But even that isn’t 100% accurate.

That’s why having both types of coverage is essential. With both policies, an organization has the broadest protection possible. In some instances, double coverage will provide additional protection for those instances of overlap, like with social engineering and FTF.

It’s worth noting that the specific coverage and terms of insurance policies can vary widely depending on the insurance provider and the policy itself. Therefore, it’s crucial to review the policy documents and consult with an insurance professional to understand the precise coverage offered by each type of insurance and any potential areas of overlap.

Should Insurance Technology Always Be Trusted To Predict Accurate or Fair Results?

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Insurance companies have relied on data to set their rates for years, but with the advent of advanced technology, insurers can now gather and analyze more data than ever before.  While the use of technology to set rates has its benefits, there are also several problems associated with this practice.

We will show you how an experienced agent can help you understand this technology and why it is important.  Many people are trying to push insurance into a commodity driven by technology and quick, cheap pricing.  We will continue to advocate the importance of personal relationships and how through these relationships, clients get the best combination of coverage price and service.  It is important to understand that insurance is not a product but a service.

Lack of Transparency

One of the biggest problems with insurers using technology to set rates is the need for more transparency in the process.  Insurance companies use complex algorithms to analyze vast amounts of data, and these algorithms are often proprietary and not subject to public scrutiny.  This lack of transparency can make it difficult for consumers to understand why they are being charged a certain rate or to challenge the accuracy of the data being used to set their rates.  Agents find it difficult to get answers to questions involving how this complex system process the data to get the final rate, therefor are not capable of explaining or encouraging modifications to behavior that are negatively affecting their insurance outcomes (cost or coverage).

Benefits Of Having An Agent

Agents can help you design an insurance program that includes deductibles, limits, and coverage that represents the risks you have.  If you understand what you are buying, then you have a better basis for determining the best pricing options.  Factor in now how their data is being used to align with cost & coverage models, carrier appetite for their specific risk issues, finding the soft dollars that benefit the client amidst the complete underwriting and rating systems used by carriers, and still being able to speak to a live person at the end of all this to influence the final decision regarding a particular risk and you have a very important advantage on your side.

Lack of Personalization

While technology can help insurers gather more data, it can also result in a lack of personalization in the insurance process.  Insurers may rely too heavily on data to set rates and overlook important factors that can affect an individual’s risk profile.  For example, a person with a safe driving record may be charged the same rate as someone with a poor driving record simply because they fall into the same demographic group.

Benefits Of Having An Agent

Your agent can ask you questions about your circumstances and work with you to determine what company and coverage is best for you.  With an agent, you have a friendly face to connect with when you have a question or need help with a claim.

Data Privacy Concerns And Unintended Consequences

The use of technology to gather data for insurance purposes raises serious privacy concerns.  Insurers are able to collect a vast amount of data on individuals, including information about their driving habits, health status, and online activity.  This data can be used to set rates, but it can also be used for other purposes, such as marketing or even denying coverage.  Additionally, insurers can gather more data on individuals.  In that case, it may lead to a situation where people considered high-risk cannot obtain insurance at all.

Benefits Of Having An Agent

An experienced agent will know what information is needed to get the best results and what is not necessary.  This will protect your privacy and give you the confidence to obtain the best coverage for your circumstances.

While technology can help insurers gather more data and set rates more accurately, there are several concerns associated with this practice.  Remember, an agent is on your side, your partner.  He or she will educate you and how to design insurance and risk solutions that fit your needs and limit the influence of certain technologies in your insurance program.

The modern independent agent serves two masters – the carriers they represent via a formal agency agreement and their clients, whom they owe a considerable duty of care in handling the information they are given and the benefit of the services we render.  We can’t just say we work for the clients; however, having this dual role gives us a unique difference between an independent agent and the direct writers who have no capacity to insert themselves into the claim conversations on behalf of their customers or use alternative markets that better match their needs.

How To Develop Good Cyber Habits

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It is important to develop good cyber security h3abits In 2022, as more than 10 million Americans were the victims of identity theft 2022. With as much as $700 billion lost annually due to cybercrime, protecting your personal information and assets is more important than ever.

Here are some good cyber security habits.

  • Review your family’s social media usage frequently to ensure that they are not oversharing online.
  • Utilize robust, intricate passwords to prevent criminals from guessing your credentials.
  • Never use the same password for multiple accounts.
  • When available, enable two-factor authentication on sensitive accounts.
  • Encourage your family to search their inboxes for Brand Indicators for Message Identification (BIMI) as a sign of safer messages.
  • Do not click on links or download attachments in unsolicited emails.
  • Enable continuous and automatic backups of photos, documents, and other important data.
  • Update all of your devices, including the Internet of Things (IoT) and smart devices, to the most current operating system.
  • Install an antivirus and anti-malware program.
  • Consider activating family Wi-Fi settings to safeguard vulnerable family members.
  • Create a household where discussing suspicious behavior is rewarded and encouraged.

Protecting your assets and personal information is a top priority, but you also play an important role. Following the aforementioned cybersecurity best practices can help you avoid becoming a victim of cybercrime.

While the massive national agencies spend millions on television ads and offer barebones policies, they do not know you. When your needs change or your situation complicates, you don’t want an automated phone tree or cold cyber-agent. You want to talk to compassionate, honest insurance experts, close to home, right here in Beavercreek, OH – that’s our team. You shouldn’t have to spend hours researching and comparing policies. Let the specialists at Reichley guide you through the complex insurance industry.

Call today to alleviate the worry and get covered – (937) 429-0655.