Cheney Insurance

Damariscotta, Maine
Founded: 1954
Employees: 13

Cheney Insurance has been providing clients in Maine with auto, home, boat and business insurance for nearly 75 years. Serving as a trusted adviser to protect their risks, the freedom independence offers means that no two days are the same at the agency. “We're faced with unique coverage challenges, and being independent means we're able to go out and learn about different solutions," says Suzanne Strachan, agency president. “There are no Groundhog Days."

Recipients of the Best Practices award for 17 years total, Cheney Insurance has a proud track record of involvement in the insurance community, with the latest coming as Strachan recently joined the Maine Insurance Agents Association Board of Directors. Working with a young staff, Cheney's leaders emphasize the importance of demonstrating what it means to be involved and attentive to the industry. 

Suzanne Strachan, President

The agency has a very long history in the community. We value the transparency and trustworthiness that we've built within the community to deliver on that promise. When we write a policy, we know that we're actually sending them off with the best coverage they can get. The Best Practices program is reassurance that our agency is going above and beyond internally, in ways that may not always be seen by our insurers and our community. 

Our big focus for 2021 is retention. During the pandemic, folks are diving into their insurance policies and trying to make sure their money is being spent wisely. Spending that extra time educating them and making sure we're meeting their needs is key.

Jasmyn Rose, Team Lead, Commercial Lines Department

We pride ourselves on educating our clients. We sit down with them and let them know why they need that coverage and why it would be best for them. We also have a 24-hour claims service, so when our clients have a claim on the weekends or after-hours, they can talk to one of our agents and not feel like they're on their own. We are always there to help them.

We're focused on growing our book of business. Not just growing the number of clients we're working with, but also the number of policies. We make sure we're servicing all their needs and that they know they have one place to go. We recently implemented a new management system, and that's been huge in helping us all work together and follow the same processes to make sure we're being as efficient as possible.

Holly Harris, Team Lead, Personal Lines Department

I love the opportunity as an independent agent to not just be a cog in the wheel—I truly feel like we are individual and independent. Our team is wonderful. With the pandemic, we work diligently to make sure clients know we're here to keep them informed.

Our commitment to educating our clients is more important than ever. With more people at home, they're seeing TV advertisements for direct carriers and calling to shop their coverage, but they may not be getting the apples-to-apples coverage they think they're getting because they don't know really what they're being offered. We want to let people know that we're here to help them learn and understand to better make that comparison. It's our involvement and customer service that is continuing to retain our book of business.

AnneMarie McPherson is IA news editor.