Now that we’ve all celebrated (or hated) Valentine’s Day, let’s turn our focus to an oft overlooked relationship in our lives: the one with your insurance agent. Quick! What’s his/her name? If you know without looking, that’s a good start, but I should stop here to add that if you don’t know the carrier of your insurance, then you aren’t ready to speed date. You need to take it slow and start at the beginning. The following questions should be asked as soon as introductions are made because the answers could quickly reveal compatibility or lack thereof.
1. What’s your specialty?
At Herron-Connell, we write all lines of insurance: home, auto, life, health, business/commercial, disability, specialty, umbrella and more. You can see how having so many options could spread one person thin on their expertise level, so ask if your needs line up best with their qualifications. You may partner up with more than one person in an agency–it’s not cheating!
2. Are you an Independent Agent or a Direct Broker?
An independent agent is not monogamous. They aren’t committed to one particular insurance company so has a wider range of options and carriers to choose from that would ideally best benefit the customer. They can play the field, to keep the analogy going. A direct broker or a captive agent only represents a specific company, like State Farm, and they cannot shop around for a better rate or other options should you lose coverage or get dropped for multiple claims, for example. Herron-Connell is an independent agency and can mix & match if a combo package isn’t best for home and auto, or different carriers have lower rates in multiple areas.
3. Do I get any discounts?
Everyone wants to save a little money, but this question will also reveal the agent’s knowledge and willingness to help. If you feel like they don’t want to take the extra steps to save you money, or heaven forbid, give you any sort of evil eye, run. This dismissive treatment is a giant red flag flapping in the wind of a customer service desert. Discounts could include a good driver discount, a multi-policy discount for bundling home & auto, a lifestyle change; it is a matter of asking and clicking boxes on the application, not very time-consuming or labor-intensive.
4. What’s your home number?
Just kidding, that’s a little much, but ask what you should do if/when you have a question or need help after office hours. Insurance incidents don’t only occur during the week between 9-5. Whether you have a car accident, need help getting a claim paid or something less urgent but important, your agent should be available and willing. When they are not accessible for any reason, they should provide after-hours contact information so that when you need assistance, you have options.
5. Got any references?
Considering all of the personal information your insurance agent asks you, it is completely reasonable, nay, responsible of you to ask them for client references. They may have nailed the interview or first impression, but what happens the day after. Will they take your call? Will they even remember your name? What others say about them counts much more than what they say about themselves. If the words trustworthy, helpful, knowledgeable never show up, them you should probably ring the bell and move on.
If you aren’t comfortable asking these questions, try emailing them to the prospect. This relationship is important and should not be one-sided. Hopefully, if all goes well, you will only hear from them before time comes for renewal or if you run into them at a ballgame or some place. But, taking the time to ask these questions before you make a long-term commitment can help avoid unnecessary heartache and frustration later.
Crossing T's and Dotting i's 