The Cincinnati Customer Care Center: Expand Your Team with Exceptional Service

October 28, 2020

New and mature agencies alike are benefiting from the service and support offered by The Cincinnati Insurance Companies’ Customer Care Center. Whether looking to reduce the cost to service small accounts, expand without adding new staff, or seeking the opportunity to focus more resources on business generation, the CCC is designed to serve agents who represent Cincinnati Insurance as an extension of your agency.

It’s personal…
Working with the CCC, your agency is assigned a dedicated team — which you and your clients can reach through dedicated local and toll-free numbers – led by a licensed account manager who is also your underwriter. Working with your staff, your CCC team will help you determine what types of accounts and clients are appropriate for the CCC, based upon your agency goals. You always have the final say about which accounts will be directed to the CCC. You can assign commercial lines, personal lines and management liability clients of any size.
During the pandemic, CCC has taken extra steps to support agencies and reach out to policyholders about their business needs and any shifts being made during various phases of re-opening that might impact coverage requirements. CCC has also engaged with personal lines policyholders with check-in calls and even offers to provide supplies if needed.

It’s efficient…
New business quotes have a 24-hour turnaround, policies are issued within 48-hours after the bind order and your CCC team will handle renewals and cross sell on your behalf, crediting your agency with the commissions. Extended morning, evening and weekend hours expand the support to your clients.

It’s effective…
You keep your clients, gain the expertise of the CCC staff and CCC assumes the E&O liability for their services. The team offers enhanced risk management expertise and goes beyond a traditional ‘call center’ as a relationship is built with your staff and your clients. This support allows your team to focus on producing and dedicating time to more complex clients while CCC handles day to day questions and management of those clients you determine are the best fit for their care.

It’s advantageous…
How does it work? Consider this example: Agency A is growing and needs support for more complex clients. Instead of hiring two additional staff members, the agency assigns a $2 million book to the CCC, and reallocates the two staff members responsible for those policyholders. While accepting a 2-point reduction in commission – a cost that’s one-third the cost of two new CSRs – the agency earns around $270,000 from commission and cross-selling activities performed by the CCC. Agency A can focus on growth without added overhead, with peace of mind that designated accounts are being serviced by CCC.

Most importantly, the CCC feels like an extension of your own agency family. Providing the highest quality service and personal engagement, the CCC ensures that your clients are treated as your staff would serve them. To learn more, visit the Cincinnati Customer Care Center on www.cinfin.com.

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