“Have I got an insurance story for you!” One thing I've learned from working in this industry is that people love to tell me “insurance stories.” A common element in these stories is an unpleasant experience for the insured-usually resulting from a lack of service. First, I'll relay one such experience, and then I'll give you some tips for putting the “service” back into the term “customer service representative” and for helping your clients live happily ever after.
Recently, a long-time business friend told me an “insurance story” about John, his 24-year-old son. After graduating from the University of North Carolina, he moved to California.
“A few days ago, John called to tell me he had been involved in an auto accident and asked me what he should do,” said the friend. “I told him to contact his insurance agent. He replied that he didn't have one; rather, he'd obtained his coverage on the Internet. I asked him how he was supposed to submit a claim, and he answered, 'I don't know. That's why I'm calling you.'
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