Posts

Why Give Excellent Customer Service?

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Over the past few months we have been encouraging agents and buyers to develop a new way of thinking about the insurance relationship. What we have yet to talk about is the reasons behind giving excellent customer service. This is important because if you don’t have an understand as to why relationships are important, your excellent customer service will be short lived.

Let’s look at five motivations behind building relationships and giving excellent customer service.

  1. You really must actually care about helping people. The right insurance can help businesses and families through a crisis.
  2. It is important to have an educator’s heart. We teach; we don’t sell. If we are teaching people about their risks, then they are better able to make the right decisions to protect themselves.
  3. We are designed to have connections with other people. Often clients and agents become good friends. To connect with your clients, you must understand them and their individual needs.
  4. To believe in excellent customer service, an agent must be educated in all areas of insurance and risk management.
  5. You must have an inquisitive nature. You must love to learn more about your clients’ families or businesses. The more you know, the more you can help them solve their problems and concerns.

Now go serve your clients and have a successful day!

Insurance Is A Promise To Perform

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Insurance is often described as a promise to perform. At its core, insurance is a contract between an individual or entity (the policyholder) and an insurance company. This contract is based on trust and the expectation that, in the event of a covered loss or occurrence, the insurance company will fulfill its promise to provide financial protection. In this blog, we will explore why insurance is more than just a financial transaction; it is a commitment to safeguarding the future and providing peace of mind.

The Concept of Risk

To understand why insurance is a promise to perform, we must first grasp the concept of risk. Risk is an inherent part of life. It encompasses the potential for unexpected and often adverse events that can disrupt our financial stability, health, or well-being. These risks can take various forms, including accidents, illnesses, natural disasters, theft, and more.

What Insurance Provides

Insurance steps in as a mechanism to manage and mitigate these risks. When an individual purchases an insurance policy, they are essentially transferring some of their risk to an insurance company. In return for regular premium payments, the insurer agrees to provide financial assistance or compensation if the policyholder experiences a covered event.

Financial Security:

Insurance is a promise to perform in times of need. When you buy an insurance policy, you’re essentially entering into an agreement with the insurer. You agree to pay premiums regularly, and in return, the insurance company commits to providing financial support if you face a loss or damage that falls within the policy’s terms. This financial security helps individuals and businesses to bounce back from unexpected setbacks without suffering devastating financial consequences.

Peace of Mind:

Insurance also offers peace of mind. Knowing that you have a safety net in place can reduce anxiety and stress associated with life’s uncertainties. Whether it’s a medical emergency, a car accident, or damage to your home, insurance provides a sense of security that helps you navigate through life’s challenges.

Legal and Ethical Obligation:

Insurance companies and agents are bound by legal and ethical obligations to honor their promises. These obligations are enshrined in insurance contracts and regulated by government authorities. Failure to fulfill their promise can lead to legal consequences for insurance companies, which further reinforces the commitment to perform.

 

Community and Social Responsibility:

Insurance plays a crucial role in society by spreading risk across a large pool of policyholders. This collective approach ensures that no one individual or entity faces catastrophic financial loss alone. It fosters a sense of community and shared responsibility, reinforcing the idea that insurance is not just a business transaction but a commitment to support one another in times of need.

Insurance is not merely a financial product; it is a promise to perform that provides a safety net for individuals and businesses facing unexpected challenges. It offers financial security, peace of mind, and a sense of community responsibility. Insurance companies take their commitments seriously, backed by legal and ethical obligations. In essence, insurance embodies the idea that we are stronger together, sharing the burden of life’s uncertainties, and ensuring that we can face whatever challenges come our way with resilience and confidence.

partners in risk

Proven Ways To Build Strong Insurance Relationships

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The partnership between an insurance agent, an insurer, and a client is one of the most important in the industry. Carriers and the underwriters create policies and take on risks for insureds, whereas brokers assist their clients in finding the best insurance policies and carriers for their needs.

The independent agent and broker are the industry’s backbone. They are the primary channel of distribution for commercial property and casualty insurance.

How To Build And Maintain Strong Relationships

Don’t base your relationship on technology

Technology is good and effective tool for both the agent and their clients. But don’t make technology so important that any personal communication is lost.

Follow Through

Agents should build strong relationships with their clients by following through on their commitments and being communicative in the event that something changes, in addition to offering services and advice that help insureds avoid losses. If you say you’re going to do something, you must do it. If you can’t do it, you say, ‘I’m not going to be able to meet the commitment,’ and then you set a new expectation.

Focus on more than just pricing

When it comes to building a strong relationship with insurance agents, one thing that stands out above all else is the need to add value that goes beyond offering competitive insurance prices. When comparing options today, insureds should look for an agent who will not only provide the coverages they require but will also serve as a risk management partner.

Be Consistent

Consistency is essential in all aspects of communication and service. It establishes a pattern that customers can expect, which helps to highlight your value proposition and enhance the customer experience. Simply personalize interactions by framing conversations and messaging in less “scripted” ways. According to one survey, most marketers fail to personalize communication beyond digital channels. Get more customer-specific the next time you pick up the phone. It should contribute to the relationship’s strengthening.

The customer, regardless of the insurance company, ultimately looks to you, the agent, for advice, service, and responsiveness. Regardless of the shifting strategies and focuses in today’s insurance markets, remember to prioritize your customer relationships first, and you’ll find yourself building a book of business that will last for a long time.

 

Will Technology Replace Good Customer Service?

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Customer service has been an essential part of any business for as long as we can remember. It’s the backbone that supports businesses’ growth and keeps customers happy and satisfied. However, with the advent of technology, some have predicted that it will replace customer service altogether. However, we believe that technology will never replace good customer service, and here’s why. customer service requires a human touch. As much as technology has advanced, it cannot replicate human interaction. Customers want to feel valued and appreciated, and they cannot get that from a machine. When customers have a problem or an issue, they want someone to talk to, someone who can empathize with them and provide a solution that fits their needs. Technology cannot do that.

Customer service requires the ability to adapt and be flexible. Every customer is different, and their needs and wants vary. Sometimes, a customer may have a problem that is not in the company’s rule book or protocol, and they need a representative who can think on their feet and come up with a solution. Technology cannot do that because it is programmed to follow specific rules and protocols.

Customer service requires the ability to build relationships. Building relationships with customers is crucial for any business. It helps to foster loyalty and increases the chances of repeat business. A human customer service representative can build rapport with a customer, understand their needs, and recommend products and services that fit their needs. Technology cannot do that because it does not have the ability to read human emotions and understand their needs.

Customer service requires the ability to handle complex issues. Sometimes, a customer may have a complex issue that requires the attention of a specialist. A human customer service representative can transfer the customer to a specialist who can provide a solution to the problem. Technology cannot do that because it does not have the ability to understand the complexity of the issue and determine the appropriate specialist to handle it.

In conclusion, while technology has advanced and made many processes faster and more efficient, it cannot replace good customer service. Customer service requires a human touch, the ability to adapt and be flexible, the ability to build relationships, and the ability to handle complex issues. A good customer service representative is an essential part of any business, and technology can only enhance their abilities, not replace them.

 

Some Good Insurance Related Questions

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We recommend asking your agent a series of questions to better understand what your insurance covers and does not cover.  We know how hard you’ve worked to turn your house into a home. Since your home is one of the most important financial investments of your lifetime, you’ll need proper coverage in order to keep your investment protected and provide your family with the guarantee that they’ll always be safe and sound.

Ask These To Your Agent

  • Do you hold any insurance designations?
  • What happens when we have a claim?
  • What is your agencies core values?
  • Will you offer more than one kind of solutions?

We offer coverage options that are both flexible and affordable and will work with you on an individual basis to find a policy that best suits your needs. Our team is dedicated to providing the assurance that your family and your possessions are secure.

  • Do I need a personal umbrella? What does it cover?  What limit should I have?
  • I drive for a ride-share company. How am I covered?
  • What is replacement cost coverage, and why is it important?
  • What happens if I rent a car and go both domestically and abroad? What coverage would my insurance have?
  • My homeowners’ deductible, what is it? How would it be waived? When did I most recently file a homeowners claim?
  • What would happen if my house was destroyed completely? Could I instead use the cash value of my policy?
  • My house is old. Would my insurance pay to rebuild my house to current building codes, or would I be responsible for that cost?
  • I have a wine collection; how is that covered?
  • I just constructed an outdoor kitchen, is this automatically covered? If not, what do I need to do?
  • Can I receive any credits for combining my home and auto insurance together?
  • What is flood insurance exactly? Or an earthquake occurrence? Does my insurance cover these incidents? If not, should I add coverage?
  • I employ a housekeeper.  What if they had a work-related injury?
  • Am I potentially liable for their lost wages and rehabilitation? What if I’m sued by my employee?
  • What if I misplace my jewelry?
  • I serve on boards for both for-profit and not-for-profit organizations. Will a claim made against me be covered by my own insurance?
  • How much would my automobile be worth if it were a total loss? How, if at all, would the deductible apply?
  • I recently started a home business. Does my homeowner’s insurance provide any coverage?
  • When should I include my kids in my auto insurance policy? When should they be removed?

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.

Insurance Mistakes

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There are a number of common mistakes some businesses make when it comes to purchasing commercial insurance. Insurance is the product you buy in case the unexpected happens. Unfortunately, by the time you need it, it’s too late to make sure you have the right type and amount of insurance coverage. Make sure you don’t make the following mistakes while buying insurance.

Mistake One

Having two agents is better because they keep each other competitive.

Having two agents duplicates effort and can create coverage gaps. For example, there are certain coverage’s that can be included under a liability policy and auto policy. One agent is better able to manage your entire insurance program.

Mistake Two

The lower the premium, the better.

Premiums are determined by a combination of exposures and coverage. If you get a lower premium you may be missing needed coverage. For example, does the lower premium include replacement cost coverage on buildings and equipment?

Mistake

Buying from a national company is always better.

Don’t listen to the entertaining advertising on TV. Most national agents only represent one insurance company. They can’t shop your account to determine the best combination of price and coverage.

Mistake

The internet is a great place to get good insurance deals.

Low cost internet insurance usually allows you to select the coverage and limits you want. But in most cases you end up with a limited and inadequate program. You find this out after you have an uninsured claim.

Mistake

Umbrella insurance is only high net worth companies or individuals.

A small electrical contractor was at fault for the total loss of a historic property, a loss that exceeded his general liability policy. The contractor’s umbrella paid the loss in excess of $7,000,000. Umbrella or excess coverage is some of the least costly insurance you can buy. Don’t risk a loss for a little expense.

Mistake

I don’t need employement liability insurance; I only have five employees, and they are like family.

This is the fastest-growing area of litigation for small businesses. The average claim cost in 2022 was $95,000.

Mistake

Not knowing what is in your policy.

Consumers’ biggest mistake is not knowing what’s in the fine print of their policies. Take time to read the policy. Ask your agent to meet with you at least annually to review your coverage.

Mistake

Flood insurance is only for businesses in high-risk areas.

Big mistake; we recommend you ask for a flood quote to at least review the cost-benefit of the coverage.

Mistake

There isn’t anything I can do to manage my insurance costs except shop price.

There are many things you can do to reduce your premiums; here are a few:

  • Consider increasing your deductibles.
  • Consider the vehicle model when making a purchase; some are more expensive to insure.
  • Add smoke and security alarms.

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.

 

 

 

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Why We Place Importance on Customer Service

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In a world that’s being changed rapidly by technology, it only makes sense that the same is happening with customer experiences. As we progress forward with new, innovative developments from telephones to computers to the internet to social media, the insurance industry has adapted, too. Today’s customer experience is giving customers more power. They get to control how, when, and where they interact with service representatives.

Why Good Customer Service Is Vital To Agency Stability

73% of business leaders report that there is a direct link between their customer service and overall business performance. In addition, 64% of business leaders say that customer service has a positive impact on their growth.

Customers want a personalized experience. When someone reaches out to your team, they want to be treated like a person, not a number. They want to feel like their issue is important and that your agent cares deeply about solving their issue. It shouldn’t feel like your team is applying a one-size-fits-all approach to every customer interaction. Since every support case is a little different, each one should be treated as such.

What Good Customer Service Can Do For Your Business

  • Boosts employee retention
  • Reinforces company brand and values
  • Creates satisfied customers
  • Proactively addresses customer issues

 How to Improve Customer Service

  • Respond to customer’s needs quickly
  • Know your products and services
  • Listen first
  • Keep your promises
  • Ask a question to clarify issues
  • Say thank you
  • Ask for feedback

In today’s highly competitive business environment, there’s a constant and never-ending struggle that every entrepreneur must face. Those who can adapt will survive and thrive, resulting in near-boundless financial success and market saturation.

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.

 

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Is It Time To Be Aware Of Changes In Your insurance?

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You may not be aware of all the underlying aspects that influence the cost of your insurance coverage. You might question why insurance is so expensive when attempting to compare prices. Prices might vary significantly from one company to another. There is not doubt premiums are going up and coverage is changing.

Trends we are seeing now with many carries affect your insurance, not is a good way. Some insurers, to lower their costs, here are examples.

  1. Reducing sub-limits on your policy.
  2. Adding a percentage deductible rather than a flat dollar deductible.
  3. Limiting sewer line coverage for homes over 50 years in age.
  4. Changing loss of use coverage to a reduced amount of time.

What Can You Do To Minimize Your Risk

  • Read your policy and any renewal coverage change bullitins.
  • Call your agent if you have any questions.
  • Understand which coverage limitations you are ok with and which ones you are not. Then request changes.

You Want An Insurance Program That Will:

  • Respond when a loss occurs.
  • Having an agent who will respond to your questions and help you when you need it.
  • It is priced correctly for the risk you have.

There is no one-size-fits-all insurance policy.

Insurance is not a product. It is a promise and a trusted relationship. Here at Reichley Insurance Agency, we are not going to sell you something you don’t need. We want to talk to you, determine your needs, and get you covered at the right price.

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.

 

 

 

 

partners in risk

Proven Ways To Build Strong Insurance Relationships

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The partnership between an insurance agent, an insurer, and a client is one of the most important in the industry. Carriers and the underwriters create policies and take on risks for insureds, whereas brokers assist their clients in finding the best insurance policies and carriers for their needs.

The independent agent and broker are the industry’s backbone. They are the primary channel of distribution for commercial property and casualty insurance.

How To Build And Maintain Strong Relationships

Don’t base your relationship on technology

Technology is good and effective tool for both the agent and their clients. But don’t make technology so important that any personal communication is lost.

Follow Through

Agents should build strong relationships with their clients by following through on their commitments and being communicative in the event that something changes, in addition to offering services and advice that help insureds avoid losses. If you say you’re going to do something, you must do it. If you can’t do it, you say, ‘I’m not going to be able to meet the commitment,’ and then you set a new expectation.

Focus on more than just pricing

When it comes to building a strong relationship with insurance agents, one thing that stands out above all else is the need to add value that goes beyond offering competitive insurance prices. When comparing options today, insureds should look for an agent who will not only provide the coverages they require but will also serve as a risk management partner.

Be Consistent

Consistency is essential in all aspects of communication and service. It establishes a pattern that customers can expect, which helps to highlight your value proposition and enhance the customer experience. Simply personalize interactions by framing conversations and messaging in less “scripted” ways. According to one survey, most marketers fail to personalize communication beyond digital channels. Get more customer-specific the next time you pick up the phone. It should contribute to the relationship’s strengthening.

The customer, regardless of the insurance company, ultimately looks to you, the agent, for advice, service, and responsiveness. Regardless of the shifting strategies and focuses in today’s insurance markets, remember to prioritize your customer relationships first, and you’ll find yourself building a book of business that will last for a long time.

 

partners in risk

What Should Insurance Buyers Look For In Their Agent

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Our world is much different than it was just two years ago.  Things have changed, and many of these changes are here to stay.  We all must adapt to a different way of managing our personal and business lives and finances.  Having a high-value insurance agent can help you manage these uncertain times.

Selecting your insurance agent is the most important action you can undertake regarding your personal or business insurance.  We like the phrase your insurance is only as good as your agent because it tells the story that the coverage you select depends on your agent’s skill and ability to provide the solutions you need.

Different Kinds of Agents

A captive agent is one who is employed by an insurance company.

These kinds of agents represent direct writers.  A captive agent is an insurance agent who only works for one insurance company.

The insurance company pays a captive agent, and they may be a full-time employee or an independent contractor.

An independent agent is someone who owns or operates a small local business.  They have relationships with many insurance companies but do not work for them.  This allows the independent agent to work for the policyholder.

Qualities of a High-Value Insurance Agent

  • Trustworthy
  • They put people before policies
  • A good Listener and responsive
  • Has the experience and technical knowledge needed to offer real solutions
  • Has good people skills
  • The desire to teach you rather than sell you
  • Someone who views insurance as a promise, not a product
  • A good agent will want to develop a relationship with you, not just sell you then move on.

Ask for information

Consider this as an interview in which you are selecting a representative and an agency.

  • For how long they have been in business?
  • What, if any, certifications do they hold? Consider agents who hold advanced designations such as Chartered Property Casualty Underwriter (CPCU), Certified Insurance Counselor (CIC), Chartered Life Underwriter (CLU), or Accredited Insurance Adviser (AAI) (AAI).
  • What kinds of businesses do they represent?
  • How will the renewal processes be implemented?
  • Will you have a personal account manager?
  • How will they assist in the event of a claim?
  • How much experience do they have with risks comparable to yours?
  • How much do they charge for services, and how much do they earn?
  • Request that they conduct an audit of your current policies and make recommendations?

Remember your insurance coverage is only as good as the agent who offered it.  Having a high-value agent will help you navigate successfully through these uncertain time