customer-service

Posts Tagged: customer-service

11 posts found

One Accident, $600,000 in Liability: What an Accident Reconstructionist Wants Every Insurance Agent to Know

01/02/2026 · 6 min read

Accident reconstructionist Eric Brown has seen single accidents generate $600,000 in liability against state-minimum policies, with the excess landing on the at-fault driver. State minimums are a floor, not a recommendation. Agents must run coverage adequacy conversations at every renewal, especially for young, senior, and asset-rich clients.

claimsagency-growth

The Human Side of Claims: What Galen Hair Learned Recovering Over $1 Billion for Policyholders

12/12/2025 · 6 min read

After 25 years and over $1 billion recovered for policyholders, Galen Hair's lesson for agents is human: open every claim call with acknowledgment, be transparent about what you know and don't, check in on the family not just the file, and build a claims protocol for the worst moment.

insurance-salescustomer-service

The Psychology Behind Why Clients Buy Insurance : and How to Work With It, Not Against It

08/28/2023 · 5 min read

Clients buy insurance based on emotion and justify rationally. Work with four psychological principles: move them toward certainty, make every coverage relevant to their specific life, use social proof from similar clients, and end with a clear path forward instead of "let me know.

retentioncustomer-service

Client Retention Strategies That Go Beyond Competitive Pricing to Build Real Loyalty

08/23/2023 · 5 min read

Build real client retention beyond price by operating as a consultant, not an order-taker: log personal details, run proactive quarterly touchpoints, anticipate coverage changes before clients ask, and handle complaints with ownership. Clients who feel known don't leave for a 7% rate.

insurance-salesagency-growth

7 Sales Mistakes That Are Costing Your Insurance Agency Real Revenue Every Month

08/21/2023 · 5 min read

Seven specific leaks that bleed P&C agency revenue every month: hiring for activity not values, rushing past human connection, accountability without diagnosis, treating clients as transactions, presenting generic coverage, follow-up that quits at touch two, and producers who do not actually care about the people on the call.

insurance-salesagency-growth

Jason Feltman's Proven P&C Sales System That Turned a Failing Agency Into a Top Performer : Part 1

06/28/2023 · 5 min read

Jason Feltman rehabilitated a failing P&C agency by leading every sales conversation with value before price, articulating one concrete reason this client should choose you, and using the napkin tactic: a simple drawing comparing current vs recommended coverage that anyone can explain.

insurance-salescustomer-service

Matt Sutika's Playbook for Thriving in an AI-Driven Insurance Market (Part 2)

04/05/2023 · 5 min read

Thrive in an AI-driven insurance market by building expertise clients can't get from a bot, automating routine work to free up relationship capacity, hitting internet leads with speed plus quality, and treating the grind as the floor, not the ceiling. Lead with relationship, not policy.

insurance-salescustomer-service

Matt Sutika on Whether AI Will Replace Insurance Agents : And What to Do Either Way (Part 1)

04/03/2023 · 5 min read

AI will not replace skilled insurance agents, but it will replace the parts of the job nobody should be doing manually. Matt Sutika says the survivors automate lead processing, qualification, and renewal admin, then redeploy human hours to trust-building on complex coverage and claim moments.

agency-growthkpis-metrics

8 Proven Strategies to Increase the Lifetime Value of Every P&C Client You Write

01/04/2023 · 6 min read

Eight specific moves raise P&C client lifetime value: a 90-day onboarding sequence, scheduled annual reviews, life-event cross-sell triggers in the CRM, a proactive four to six touch communication calendar, claim advocacy at filing, a systematic referral ask, an at-risk client early warning system, and trained relationship skills across the team.

agency-growthcustomer-service

Why Over-Relying on Technology is Quietly Destroying Your Insurance Agency's Client Relationships

12/19/2022 · 6 min read

Over-relying on technology destroys insurance agency client relationships because automation cannot replicate the specific thing clients chose a human agent for: genuine advocacy and empathy in stressful moments. Use tech to create capacity for human interaction, not to replace it.

service-processsystems

Laura Harris and the Service Process Secret Sauce: Building an Insurance Agency That Runs Without You

11/15/2019 · 7 min read

Laura Harris built her insurance agency on process, not personality. Her proven service framework turns chaotic operations into a repeatable machine that delivers consistent results and frees the owner from being the bottleneck.