How Agent and Carrier Relationships Are Changing in a Customer-Centric World

By David Pieffer | August 14, 2018

  • August 14, 2018 at 11:22 am
    testy says:
    Well-loved. Like or Dislike:
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    One suggestion I would have for carriers is that when you have a new ‘initiative,’ please test/test market it before you shove it down the agency forces’ throats. You will save time and resources by doing so and your agency force will be much appreciative of your respect and forethought.

    • August 14, 2018 at 4:29 pm
      Agent says:
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      We have carriers who want us to sign up for Gold Service programs where the company takes over dealing with the customer. This is not wise, since they cannot explain rate increases and often leads to losing the customer. As agents, we deal with several carriers and often can re-market the business without losing it.

      • August 15, 2018 at 9:00 am
        confused says:
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        carriers can’t explain to policyholders why their rates increased????

        • August 15, 2018 at 12:18 pm
          SWFL Agent says:
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          No, carriers can’t explain rate increases. Thought that was common knowledge. That’s why direct companies like Geico and Progressive are doing so poorly.

        • August 15, 2018 at 5:26 pm
          Agent says:
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          Still so naïve Confused? Bob wasted his time on you.

      • August 16, 2018 at 8:53 am
        Captain Planet says:
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        Let’s see. Actuaries determine the DBLC which generates the amount of rate increase or decrease on a given account. This is communicated to the underwriter. The underwriter then works the renewal, phones the agent to discuss strategy and rate need as well as the reasoning behind the need. Agent takes this information and tries to sell it. Agent, do you mean the carrier cannot “sell” the rate increase? I’m pretty certain they can explain it.

        • August 16, 2018 at 1:37 pm
          Chris says:
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          I believe that Agent was talking about carriers that want all the business placed in the “service center.” When there is an issue with a policy or premium increase the people they have answering the 800 numbers can’t properly explain it. And instead of the account being re-marketed the agency finds out they lost the account once its moved.

          • August 16, 2018 at 1:50 pm
            Captain Planet says:
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            Ah, he must be speaking to personal lines. Got you, Chris, thank you for pointing that out.

          • August 17, 2018 at 10:44 am
            Perplexed says:
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            Captain, it applies to commercial lines also.

          • August 23, 2018 at 3:50 pm
            Agent says:
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            Thank you Chris for correctly understanding my post. Other less bright individuals would rather bloviate an opposite intent. That is to their discredit.

  • August 16, 2018 at 4:25 pm
    Lou says:
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    I would never turn my hard earned business to a service center to save a few crumbs on payroll.They won’t do a better job. Remember who they bought the coverage from in first place.

    • August 23, 2018 at 3:53 pm
      Agent says:
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      Lou, there is a charge made by the carrier for handling these accounts of about 5% of commission. We aleady make too little commission on our book. Why give it up and lose business lost by a geek who can’t explain rate increases to a customer?

  • August 23, 2018 at 3:00 pm
    David says:
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    E Delivery is a disaster – delivering double digit increases before we can speak to the client as if we ok’d the increase.

    • August 23, 2018 at 3:56 pm
      Agent says:
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      Come carriers send a billing out at the new rates before the agent even sees it. We have to re-assure the client we are working on it and not pay the increase until we get back with them.



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