Survey: 75% of Consumers Satisfied with Insurance Agents; Prefer Personalized Service

May 22, 2007

  • May 22, 2007 at 10:41 am
    adjusterjoe says:
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    obvious none of the customers of the agency force represented here was interviewed. Instill confidence? I think not.

  • May 22, 2007 at 12:05 pm
    Rick says:
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    I\’ve been in the industry 35 years (am I old or what??)and have always had an agent representing me….except when I foolishly insured myself with the company for which I worked. (First job….still wet behind the ears)

    The key was always to find an agent in which I had confidence. It helped that by working for insurers, I got to know agents quickly, no matter what part of the country I was living.

    I would expect that today\’s generation of new insurance buyers might be comfortable working on-line and go there without fear. For me its not a fear of going on-line……its the loss of an advocate when I have a claim and the loss of professional who is staying on top of my needs.

  • May 22, 2007 at 12:48 pm
    Joeshmoe says:
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    We have a customer who has been on the books for 35 years! Excellent Customer Service and claims handling let to this success. As a young agent (4 years in) I think our internet savvy generation still understands and appreciates the value a knowledgeable Agent representative. Especially on the Commercial Side.

  • May 22, 2007 at 1:04 am
    J says:
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    adjusterjoe doesnt get it

  • May 22, 2007 at 1:11 am
    Nan says:
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    It is for real that real people like buying insurance from real people. The first client to buy home insurance from us when we opened in 1981 just renewed their policy….with satisfaction. Staying late as needed and providing personal service will always compete with the internet. Particularly when it comes to claims advocacy!

  • May 22, 2007 at 1:24 am
    JustUWait says:
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    J – You must be new to the neighborhood. (Welcome, btw) Adjusterjoe is legendary around here for his inability to \”get it.\” He pretty much sets the standard in these forums.

  • May 22, 2007 at 1:40 am
    j says:
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    I read the comments every now and then…I have never made a comment. But I have been in the \’business\’ for twenty seven years. T think I know a little about how it works :)

  • May 22, 2007 at 2:09 am
    Touche says:
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    Looks more & more like adjusterjoe pulled his name out of his cocked hat! Keeps proving he is commenting out of his league. Like Rick, I\’ve been at this 35+ years also, welcome to the club.

  • May 22, 2007 at 2:24 am
    Tooten Horn says:
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    Adjusterjoe, The article says \”Consumers said their insurance provider is innovative. Consumers cite personalized service as what they like best. 36% surveyed said they like to visit their Agent\”. The fact that these people have an Agent who is innovative, delivers personal service and one in which they like to visit is proof that they are customers of an independent agency system and that they were interviewed.

  • May 22, 2007 at 3:15 am
    Laugh Out Loud says:
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    Adjusterjoe seems to accomplish what he sets out to. Gets under your skin and you all let him! Go joe!

  • May 22, 2007 at 3:58 am
    Tooten Horn says:
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    Laugh Out Loud, You are totally so wrong.
    Adjusterjoe did not \”get under my skin\”. I responded to educate Adjusterjoe on what I thought was his sincere response to the Article. If you and Adjusterjoe use this marvelous service that the Insurance Journal provides as a joke, than that
    does really \”get under my skin\”.

  • May 22, 2007 at 4:11 am
    Laugh Out Loud says:
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    Tooten Horn..sorry if I offended you. Maybe he doesn\’t get \”under your skin\”, but he sure does \”ruffle lots of feathers\” as you will note if you read all the post and keep up with Journal daily. I think it is pretty interesting!

  • May 22, 2007 at 4:15 am
    Nan says:
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    Thanks Tooten… I usually enjoy reading the posts as I hope to read intelligent and thoughtful responses by other professionals who come up against some of the same issues. One way we all learn is by sharing insight, thoughts and experiences. This is a wonderful forum when it doesn\’t sink into political sniping or nasty rebuttals..

  • May 22, 2007 at 4:34 am
    D. Holloway says:
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    I agree, you cannot beat personal contact and an opportunity to obtain a good understanding. It is very hard to communicated today at best, because of the degree of misunderstanding due to the various dilects that are now spoken in public service.

    We are a small agency, but are often told that it is nice to hear a \”live voice\”.
    Dee

  • May 22, 2007 at 4:51 am
    adjusterjoe says:
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    about miss the point, you all get excited about nothing and get off on a totally unrelated tangent. I make a simple comment that from what many of you post here, it is hard to imagine that you could instill confidence with your lack of knowlege. Then you go beserk.

  • May 22, 2007 at 4:52 am
    bill schneider says:
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    Adjusterjoe brings to light, once again, the continuing saga of \’know it all adjuster\’ and the so-called \’professional ins agent\’. Is there any agent out there who has had a client come to the agency after speaking with an adjuster and saying, \”The adjuster said that the agent should have explained the policy from the first page to the last one to me. If the agent had done that, I should have known what\’s covered and excluded\”. Adjusterjoe, however, has undergone extensive training learning the policy at various policy schools where various situations were presented to him and then had to pass an exam over coverage questions. The agent in the meantime is told to \’not get involved in the claims process beyond reporting a loss\’. Satisfied customers are those that both agent and adjuster act as business professionals with the customer at the moment of truth…a claims event. For example: Client purchases a Brand New Vehicle. Agent endorses the auto policy and informs the client about \”gap\” insurance. Client rejects it. Client has a total loss. Adjuster offers ACV based on clearinghouse values, newspapers, dealer quotes, deprecitation, deductibles…valued at $7,000 less than Lienholder amount on the vehicle. Adjuster, short of calling the client \’stupid\’ says, \”Well, didn\’t your agent explain to you about how we go about determining ACV, etc., etc., …. Any wonder what ADJUSTERJOE thinks as he does!!

  • May 22, 2007 at 4:59 am
    adjusterjoe says:
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    bill: WRONG!!!!!!!! I have never spoken badly of an agent to an insured regardless as to how stupid I might or might not think the agent is. That is not professional and is not tolerated. We all are here to serve our clients (who by the way pay our salary in the way of premiums) and I was not there when the policy was sold. I usually say something like, \”That is between you and you agent. I was not here when the polciy was sold and cannot comment on what was or was not said.\”

  • May 22, 2007 at 5:11 am
    RAL says:
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    Bill, you are right, most agents know what they sell, but in regards to the flood policy, many agents do not know the coverage and I have had many agents tell me this!

  • May 22, 2007 at 5:19 am
    bill schneidera says:
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    Adjusterjoe. No need to get your hair undone. Your reply pretty much sums up my comments about maybe a few hundred adjusters. There is just no blanket large enough to cover about what you say to our clients. But you do tell them that you were not physically present when the purchase was made; and, of course agents should not be so presumptuous to believe that you would never ever tell the client about an agent\’s omission to explain every coverage detail in the policy. It just wouldn\’t be professional of you to do that, now would it? But it\’s OK to admit that you tell them that you were not present when the client purchased the policy from the agent. OooKkkk…. yeah, right.

  • May 22, 2007 at 5:28 am
    adjusterjoe says:
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    POOR POOR BILL: If I was not present, I cannot comment at all about what was said. No, I do not say anything derogatory about agents to insureds. I understand that GOOD agents try to go over the main questions that arise in the claims process and cannot read the policy line for line to the insured. LISTEN: I was not present when the policy was sold; therefore I DO NOT COMMENT at all about what was or was not covered in that discussion.

  • May 22, 2007 at 5:32 am
    Laugh Out Loud says:
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    Joe…I see what you mean, they do twist comments out of context!

  • May 22, 2007 at 5:32 am
    adjusterjoe says:
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    Some of my better agents call me regularly about coverage issues and I am happy to explain to them. And you are right, flood is one of the most questioned. Although I have tried to phase out flood (for me) due to it being too political and corrupt.

  • May 22, 2007 at 5:34 am
    adjusterjoe says:
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    Is it their reading comprehension that bad or is it intentional twisting?

  • May 22, 2007 at 5:36 am
    adjusterjoe says:
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    With a couple of them, it is sheer ignorance.

  • May 22, 2007 at 5:40 am
    Laugh Out Loud says:
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    I think they read the first couple of words and immediately draw their own conclusion.

  • May 22, 2007 at 5:53 am
    j says:
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    Well I see its time for me to leave this alone… You guys have fun! I promise not to comment again on this site

  • May 22, 2007 at 6:40 am
    bill schneider says:
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    Yep. That\’s what most of us did…read Adjusterjoe\’s 3 lines and then felt that urge to respond on behalf of the agencies: \”obvious none of the customers of the agency force represented here were interviewed. Instill confidence? I think not.\” That\’s what I call painting with a BIG WIDE BRUSH. This unfounded comment would lead us to believe that Adjusterjoe and his palliative friend must have been present when the survey was done. That also might come across as whiffing each other\’s dirty socks and both ot them enjoying it. We can be crass too. I think J\’s got the right attitude. Enough to this tangling with skunks. Over and out.

  • May 23, 2007 at 7:26 am
    JGD says:
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    It appears that the consumers that were polled are all ones who currently use agents(it says 3/4\’s of consumers are very happy w/ their agent & remained committed to working with them, etc). So they apparently did not poll any of the consumers who are already working with direct writers. If that is the case, then I don\’t think the numbers are as good for agents as the writer would like us to believe. It seems like this survey was set-up to make it seem that all consumers prefer agents, but since they didn\’t poll people who don\’t use agents, it really is not a true picture of the industry.

  • May 23, 2007 at 8:52 am
    Jewel says:
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    Anyone notice that fakeadjusterjoe is posting under his name and also laugh out loud (or so it seems)? So, he is essentially having a conversation with himself. As if that isn\’t funny enough, then \”laugh out loud (aka joe)\” says that it\’s cool how joe gets under people\’s skin. Yet, it is obvious from his FRUSTRATED comments that some of you get under his skin as well. Good job! I must have gotten under his skin so much that he SAYS he doesn\’t read my comments anymore. That\’s how good I am at making him upset (proving him wrong, etc.). As for the reading comprehension comment, he is definitely one to talk. As Dale said (or Mark, one of you guys!), he invented the concept. He twists more words than someone attempting a tongue twister.

    Anyhow, good comments on the subject. It was interesting reading everyone\’s comments but Joe\’s. :)

    P.S. \”Is it their reading comprehension that bad or is it intentional twisting?\”- fakeadjusterjoe

    Not only is his reading comprehension lacking, so is his grammar. Pot- You might not want to call the kettle black.

  • May 23, 2007 at 9:46 am
    Mark says:
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    Good point on who was polled. Most studies I\’ve read seem to show that younger customers shop and buy via the internet. As they get older and feel they have greater needs and need more service, they tend to migrate towards an agent.
    Being an agent, I\’ve always felt that if I didn\’t add any value to the transaction, I wasn\’t doing my job. And yes, there are some really good agents and some bad ones. People who call my office rarely get our voicemail.

  • May 23, 2007 at 10:57 am
    Super Agent says:
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    I wrote an account of over 1,000,000 just last month through voice mail only!

    It can be done. Just offer superior products and services.

  • May 23, 2007 at 11:18 am
    adjusterjoe says:
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    poor poor bill schneider. Although I was not familar with him and my comments obviously could not have been directed at him (Unless he is also posting under one of the other unknowledgeable ones names) prior to this thread, he has shown he is clearly one of the ones who has not a clue and is always on the defensive due to his lack of knowledge.

  • May 23, 2007 at 11:21 am
    Courtney says:
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    My father has been with the same American Family Agent for as long as I\’ve been around (29 years). And even though I\’m in a different city, I\’m with American Family as well. Granted I used Progressive.com to find her, but every time I call her she answers the phone herself and my request is received within days. Even if an online provider were to be cheaper, I would still feel more comfortable sticking with a company like American Family and a personal agent.

  • May 23, 2007 at 11:27 am
    RAL says:
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    Voice Mail and internet may work for some people,and I am not putting it down, but I still prefer the personal contact. I am sure most people are more comfortable with that face to face contact. Maybe in the future, the younger generation may feel more comfortable with internet and voice mail.

  • May 23, 2007 at 12:01 pm
    Tried Direct says:
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    Tried calling Geico, etc., direct. Person on the phone could not answer simple questions without sounding scripted & I\’m sure they were reading their response. On top of that, they couldn\’t do what my friendly, local, real person with voice mail could do. So much for direct!

  • May 23, 2007 at 12:09 pm
    Courtney says:
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    First, I want to say that no, I do not post under the same name, but I\’m not trying to find myself on this website nor be known to you all.

    Second, I do not dispute Jewel\’s intelligence. I\’ve asked her for clarification on articles before and she has been most helpful.

    But what irks me about her is this…she reminds me of the people Daniel Quinn and Any Rand write about in those books. She is an \”other,\” a \”second hand thinker.\” Very rarely does she have a thought on her own. She waits for other people to type and then attacks them for their grammar, for their incoherent typing (which isn\’t one of the points of this site is just to have a quick, knee-jerk reaction?)

    On one particular thread some time ago, she attacked what I was saying and I was so confused by what she was questioning, I simply gave up. Because, most importantly, I could care less if you agree with me or enjoy what I\’m typing. This is a post for opinions. And I, just like you, are entitled to mine.

    Now, when I come to this website looking for further opinions on a subject, I have to read asinine posts about how adjusterjoe must have 8 different identities. I pose this question in a Jewel style format….\”how do you know they are one in the same? is the grammar style the same, spelling errors the same, thought process the same???\” oh wait, you know what? who cares? NO ONE!

    Bottom line, if Jewel could just engage in her own thoughts and leave it at that, I think her posts would be great, relevant, even thought provoking. But instead she belittles herself and readers around here by attacking others and simply sucking thoughts off of everyone else. I would much rather be a creator than a critic!

    And that\’s why I don\’t like Jewel.

    Besides who gives a $hit if anyone knows you on Insurance Journal dot com.

  • May 23, 2007 at 12:30 pm
    bill schneider says:
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    Adjusterjoe. Is that a first/last name? Nonetheless, you\’ve been smoked out of your cave! Try sticking to the subject for once. Your neblulus, ambiguous, and vague comments do not cut the muster to the agents reading them. As an agent, I dread \”so-called\” adjusters who hide behind the word \”professional\” as they hold themselves out as \”knowing\” to service our clients. You\’ve shown that you cannot stick to defend your \”illusory\” comments, but like most cornered disoriented scoundrels you cast aspersions to anyone who\’ll hear them. And, msy the good Lord forgive me, as an agent, I\’ve raised my sword-and-shield against you. I must leave you and your diatribe to yourself.

  • May 23, 2007 at 12:56 pm
    Jewel says:
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    P.S. Obviously you HAVEN\’T read my posts. But that\’s nice what you think Courtney. I have never once stated my own opinion, used any facts, or had anything useful to say. You win the great IJ.com debate. Way to go!

    By the way, the only part of your post that you have correct is that I do get on people for their grammar or spelling. If someone is going to point fingers at others for such things and then \”commit\” the act themselves, I will certainly point the finger right back at them (and I realize a typo is a typo). Oh, and P.S. the point of your whole post was to belittle. You live in the land of hypocrisy, don\’t you? :)

  • May 23, 2007 at 12:56 pm
    adjusterjoe says:
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    bill, you prove my point better than I ever could. You are always on the defensive due to your lack of knowledge. Learn about the insurance industry before you try to tell those of us who are knowlegeable your dumb thoughts. And I reiterate, I would not even talk bad about an agent as dumb as you to an insured.

  • May 23, 2007 at 1:00 am
    Jewel says:
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    And the person who posted the comment under the name Jewel is really? Because I know *I* didn\’t post that comment…

  • May 23, 2007 at 1:03 am
    Jewel says:
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    You decided to write a small chapter about why you don\’t like me because I was defending people? That\’s funny. If someone you knew was being harassed, would you run away and hide? I don\’t always have to comment on the content of an article. Obviously, neither do you.

    I hope you spend some more time writing about me. It sure does make me feel special.

  • May 23, 2007 at 1:03 am
    adjusterjoe says:
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    Courtney: The best thing you can do is place Jewel on ignore as I have done. Do not address her in any manner as she, as you say, has no original thoughts nad cannot grasp the simplest of concepts. It is impossible to have an intelligent conversation with someone without intelligence. BTW, I post only under one name, contrary to Jewel, who posts under several names. And lastly, for Jewel to comment on grammar is ludicrous. The complaints she has are with correct garmmar that she is too ignorant to realize is correct.

  • May 23, 2007 at 1:37 am
    Tooten Horn says:
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    Courtney, What makes you think any of us care about why you don\’t like Jewel.
    This format is for opinions about the \”Article\”. I have worked both as a Direct Writer and now as an Independent. My opinion – the Independent Agent is in a much better position to serve consumers. First, the Independent Agent can have access to as many insurance companies as he/she can handle. This, of course, is far better for the consumer. Secondly, the opportunity for great personalized service is more available to an Independent. I believe service is what most consumers are looking for. That, and an educated Agent they can trust. I have had clients leave me for direct-writer prices, only to have them return due to lack of service.

  • May 23, 2007 at 1:45 am
    adjusterjoe says:
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    Tooten: I have to agree that independent is the way to go, but all of the Big I agents I know have problems meeting the premium requiremnts for more than 1 or 2 major carriers at one time. Used to be a local agent could get an appointment with a carrier. Now it comes with a requirment of $1 mil in premium or someting similar. In a given small market, many also limit the number of local agents with whom they plant (somewhat exclusive). So in reality the avenues to a local are limited but still better than that of a captive.

  • May 23, 2007 at 2:12 am
    Jewel says:
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    it\’s over. You made your point Courtney. I do it, he does it, you do it. Lots of people who post on here spend time talking about other people.

    The end… now it\’s time to talk about something relevant. Do you have any thoughts on THIS topic?

  • May 23, 2007 at 2:22 am
    Courtney says:
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    I did Jewel…if you would like to read it, feel free…I just made a comment saying I prefer a personal agent as opposed to an online agent. So I can see why so many people feel the same way. That\’s it. If you agree, GREAT! If not, hey, that\’s ok…it doesn\’t make either one of us ignorant nor stupid!

  • May 23, 2007 at 2:31 am
    Jewel says:
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    I never said anything of the sort.

    As for this article, I usually prefer the online approach, but not in this case. I would much rather speak with someone that has a clue about the product being sold.

    There\’s not a whole lot more that I can say about this article. Maybe there is another more interesting article to comment on… I think I will look for one.

  • May 23, 2007 at 2:38 am
    Gill Fin says:
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    who wanted to work in an agency because Pemco measured how long their CSR\’s were on the telephone with clients. They needed to average six minutes or less. I asked her if they really measured and she said yes, at the end of each month they sat with each CSR and went over their phone calls. If they werent quick enough Pemco would assign them to night shifts or weekends. This young lady wanted a better opportunity to help clients and felt pressured to get off the phone in a hurry to save her job. We will only lose our position as agents with agencys if we give it away. By that I mean we need to continue to separate ourselves from the money grubbing direct writers, who by the way don\’t cost less than us anyway. Home phone number on card? Yes, the last 15 years. Always answer the phone – never go to voice mail? 99% of the time. Care about clients, meet them in their homes, act as a center of influence in the community with volunteering and donating?
    Yes, 15 years. Are we perfect? No, but trying damn hard.

  • May 23, 2007 at 2:53 am
    Mark says:
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    Amen! The last time I checked I didn\’t see anyone from Progressive or GEICO volunteering at my daughter\’s elementary school events.

  • May 23, 2007 at 5:58 am
    Rosie/Jewel Fan says:
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    C\’mon now. A little banter back & forth is pretty good, but it\’s deteriorated to sniping! Isn\’t it time for Rosie to check in on us?

  • May 23, 2007 at 6:42 am
    Direct says:
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    Called your local, ever responsive to customer\’s needs, agent lately? Bet there\’s a good chance you got his voice mail.

    Called GEICO? Bet you spoke to someone right away.

    It\’s over for the indy agent in auto. Homeowners is next. Then some day commercial as well.

  • May 25, 2007 at 2:40 am
    Mary B. says:
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    adjusterjerk would get it if he only had a brain…

  • May 25, 2007 at 2:54 am
    Mary B. says:
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    actually (adjusterjerk) it is your p*ss poor attitude, horrid writing \”skills\”, your derogatory comments to others and your holier than thou attitude towards others that make people despise you. Also many people have to wonder what is wrong with you since you are still an adjuster after being in the business for forty some-odd years. What no learning, growth, promotions or advancement in your carrier? Makes many a people extremely skeptical of you and your words.

  • May 25, 2007 at 3:04 am
    steve says:
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    Wow someone (courtney) is even more stupid than adjusterjoe. Who would have thought? Could someone please tell me what \”garmmar\” is and I have been unable to find the meaning of that word. Thanks.

  • May 25, 2007 at 3:07 am
    Jewel says:
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    steve-

    That was obviously a typo. She meant grammar. Even I am not that petty! ;)

    P.S. No one is more stupid than fakeadjusterjoe. Not even Melanie- because I really think she can\’t help it.

  • May 25, 2007 at 3:10 am
    steve says:
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    I know Jewel. I was joking around. Need some brevity here after all the cr@p spewed by courtney and adjusterjoe. Many of us out here enjoy your posts jewel, keep up the great work. hopefully we can weed out the fools like courtney.

  • May 25, 2007 at 3:15 am
    Jewel says:
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    Oh, sorry. Hard to tell on here sometimes. Too tedious to keep asking if someone is serious. Courtney was cool on another thread and had a good comment so that works for me. adjusterjerk is still an idiot, so insult him all you want. (Obviously, feel free to insult anyone you want as well.) ;)

    In any event, have a great long weekend! Is it 5 o\’clock yet?!?!?

  • May 25, 2007 at 3:18 am
    RAL says:
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    Adjusterjoe seems to be making the rounds! Seems he has been mentioned on several posts, hmmmm, interesting!



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