Truth is, I’ll likely be in a similar spot about 10 months from now. But how can that happen? You had two NOT AT FAULT accidents. Exactly But, because of a lot of things, including a call center order taker and some weak regulations, one driver did not have enough coverage. That means I need to use my coverage *sigh*.
On the other hand, it is disappointing to know that although the industry has advanced, it really hasn’t. The excuses are still the same. The lack of interest in the customer is still there.
But what has changed? In theory, there are more tools today to help you “review” your auto and home insurance. In reality, they may connect to more companies but the tools are not much better. Carriers are spending more to find people instead of spending more to keep people.
The overall financial system we are in is fascinating. Tough to say that the good the insurance piece of this system is helping or hurting more. Yes, it allows entrepreneurship to flourish. Yes, it is the underlying fabric of the entire financial system. But, on the other hand, we do a lot of work in the personal insurance and micro-commercial space(think 1-5 employees 6 but rarely 7 figure sales). This is where you see the dysfunction shine.
So I get a call from someone at a fairly large, established agency. Had a few questions, was trying to “help” someone out. Nice enough, but not necessary. I appreciate the effort, I really do.
About two hours later I was on the phone with a new friend(some say client/customer) and was binding their policies. Could be coincidence that this person was with the same agency that the other agent worked at…or maybe it isn’t. Lets dive a little deeper;
AKA My and the Insurance/Banking industry’s simultaneous biggest problem and opportunity
AKA What #insurtech should be trying to solve but outside of me and maybe some people I have not found yet, is not.
Really it is two paragraphs. One that comes from a standard document that you’ll find in your policy forms. Yes, I know you likely do not read them. Also, the version in your state may be different. The other is a direct quote via an email. I see or hear variations of the second one every week. So here goes;
YOU Ran An Update and it f’d my day up. See at 6pm on Wednesday we were all good but when I got back on at noon Thursday we weren’t. What happened? Your update happened. Now I am out 5 hours of time not to mention will pay $100+ toy support team. Yup, double wammy.
Now I had to fix this but what dawned on me was this. You screwing my computer up is a problem but not as big as this. I work with insurance companies whose websites ONLY FUNCTION on Internet Explorer. Not Edge not Chrome just an unsupported browser. Scary, scary stuff!!
I lose some sleep and wake up thinking about yesterday’s “loss.” Not really a loss more like a time where everything seems to match up but it just doesn’t. Everything is there;
was referred by a trusted person(is there any better way)
has been with me a few years(yup, 98+% stay)
had actually met in person(shocking but happens)
helped with a non-insurance thing(helped get one a job)
So you go into the renewal time ready to follow the plan and this time it doesn’t work. Factually the overall plan always works. But, within that plan, sometimes the sub-plan doesn’t get the expected result. Take the other set of circumstances;
And I meant it. Let me elaborate. I read Tony Hsieh’s Delivering Happiness and really, really, enjoyed it. I also realized that many of the things they were doing, I already was successfully using as well. People really liked being treated good. They liked the lack of pressure. They liked the random but thoughtful gifts. Honestly, I have never even ordered from them and my wife has only used them a couple of times. But the fact is we really like them and if they had the products we needed we would buy from them.
Sat in on a webinar a week or so ago. The title of it intrigued me since I could not figure out why it was setting such a low expectation for a certain metric. Then I gave them an hour of my life and they basically explained why.
Some people don’t think big enough
Kind of reinforced me to not pay much attention to consultants who are paid for time not necessarily results. Anyhow, Lots of goofy ideas where talked about but two stood out;
The times you should be cross selling a current customer/client