Customer Service

Proactive conversations with clients about catastrophe risks can surface potential coverage gaps and open the door to more forward-looking planning.

Agents can help find a way to deliver comprehensive protection and streamlined service to small businesses that face unique challenges.

“Previous generations bring vast amounts of knowledge and experience and new generations have great new ideas, new life and new outlooks,” says young agent Brooke Stout. “There are many ways to integrate the old ways with the new ways and make the best workflows possible.”

As wildfires, tornadoes and floods continue to disrupt the lives of millions across the U.S., our industry must face a hard truth: The current insurance purchasing journey often fails both consumers and the agents trying to serve them.

From the long-lasting impact of the pandemic to the turmoil of the hard market, personal lines consumer preferences are shifting. Here’s how independent agents can keep up.

Retaining clients can be challenging when faced with carriers withdrawing from markets, steep rate increases and an onslaught of remarketing requests from customers.

Ashley Stafford, insurance advisor at Williams Insurance Agency in Rehoboth Beach, Delaware, always strives to “turn challenges into opportunities and prioritize exceptional customer service,” she says.

In a world driven by technology and convenience, customers expect to access all types of services through their phones. And consumers with insurance policies are no exception.