Posted On: July 21, 2008, 1:15 pm CDT

Posted By: Gill Fin

article by our friends in the legal profession how badly some of these companies rated for customer service? Now an article about how great some of the same companies are? What crap.
Also, I interviewed a young lady for a csr position in my office. She worked for a direct writer who only writes in my state, but has a great reputation with their clients. I asked her why she wanted to leave them and work for me. She told me the carrier requires csr's to average six minute calls, and those csr's who were on the phone TOO LONG with their clients were given undesirable shifts (weekends, nights, holidays). She told me she liked insurance, and liked to help people, but felt she was unable to do so satisfactorily under those conditions.

Lastly, I believe Geico has been running at an expense ratio loss for 3 or 4 years due to very expensive advertising. They lose clients after they experience claims with Geico. Geico has done this before a few times, and they'll do it again in ten or so years. Its called the Geico cycle, whereby the following occur:

1) they advertise like crazy that they are cheaper, even if they are not.

2) advertising entices a record number of shoppers (see the above article - record shoppers)

3) lapse can goes up due to bad claims handling.

4) like cooking spaghetti, some sticks, especially those who have not had claims.

5) regular companies use the next ten years to pick Geico clean, because of poor service and rates that ARE NOT LOW.

Sorry to ramble - been without computer for ten days.