Search
 
Commentary

Are Agents Still Important?

Robust carrier websites that can complete more complicated processes make interaction with agents seem less important, according to an auto-insurance survey by J.D. Power and Associates. But what about agent intervention when problems arise?

By Diana B. Reitz, CPCU | Updated on July 09, 2012

NU’s Mark E. Ruquet reported recently on a J.D. Power and Associates survey about overall satisfaction among auto-insurance consumers. The good news was that consumer satisfaction was the highest since J.D. Power began the service in 2000. The bad news, for some of us, is that interaction with an agent fell to the fourth position of importance. Auto-insurance customers ranked policy offerings as the most important. Other attributes that were high in the ranks were price, billing and payment, and claims service.

The J.D. Power research director said that the growth of more robust websites that can complete more complicated processes makes human interaction less important. But what about human intervention when problems arise? Do agents become more important then?

Read More FC&S Blog Posts at the Coverage Cafe

In the last few years, after a few brushes with speeding tickets that of course were bogus, my belief in the importance of agents was brought to the test. My auto-insurance premium skyrocketed, and I felt lucky to have a good independent agent who began to look for options without my even having to ask. She further took it upon herself to broaden my coverage not only on my auto insurance but also on my homeowners’. And she did all of that at a price that was acceptable.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.

INCLUDED IN A DIGITAL MEMBERSHIP:

  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?

NOT FOR REPRINT

© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

Dig Deeper

Recommended Stories

PropertyCasualty360

Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2024 ALM Global, LLC. All Rights Reserved.