Category Archives: coverage

02.14.19
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On Insurance Rates

what now

After seeing an insured go to the national carrier they are with and lower themselves from our minimum to the state minimum. 


Completely understand this younger person who needs to drive to work, pay other bills, etc.  On the other hand, 8 of our 10 options would not offer a rate so he is left with 2 of our choices and maybe 2-5 others elsewhere.  Now, we have a woefully underinsured driver on the road because this is what he can afford. So, his carrier is doing what they can to take on some of the riskier populations.  But riskier is relative to the criteria they are basing rates on.  Charging for driving infractions versus for paid claims.  But, those other 8 companies of ours, not to mention a few dozen more will then shoulder the cost of the property damage from any claims he is involved in, not to mention the potential for large medical bills.  As I learned this fall, it is very likely, in the event of a claim that exceeds the property damage, the carrier that pays it can then sue, garnish wages, etc.  None of these are positive.  None of these are healthy for the finances of the overall population.  None of these are good activities for expense ratios. But, if a contract is not enforced, if consequences for bad choices are ignored, where are we left?
We’re left where we are now.  With companies who may or may not know who they want to insure.  Then, they apply data to that uncertainty and it seems to be when in doubt, apply a higher rate.  But it gets better, see when they cannot afford that higher rate and then cancel that policy, the new company can choose to negatively impact the rate for this person. This now locks them into a typically higher rate for another six or so months, maybe longer.  Not good for anyone.
Now, in theory, they could have provided him with coverage and collected premium, maybe secured with a telematics device?  What if we took a longer play and said, you know, this person fits all our criteria and seems to have had a rough stretch 2 years ago.  But, no claims were paid out and there were no accidents reported.  Looks like he/she is in college and engaged now(we know because we are using data confidently and to the benefit of the customer, not the carrier) maybe this is a person we should work with?  

No solutions, just concepts that can be used better.

10.23.18
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Awesome marketing opportunity

But it is in disguise.  See, everything can be classified as marketing or in it’s subcategory branding.  This post, even this post from November 2011 updated in 2015  

I could use words to rewrite the same things today and it would be valid, and also useless.  So, let us use words differently and simply make a different point based on the same thing.

  • Your rate increases allow us to build our brand stronger while weakening yours
  • Your rate increases prove that you have no faith in your actuaries and your distribution methods.  Could even say a lack of faith in your capital investment strategy
  • Your rate increases show a complete lack of understanding of how word of mouth works.  It’s been publicized many times and, although I think it is tough to prove, negative news travels faster.  This is a societal flaw.
  • Net Promoter Score is a useless measurement created by professors and marketers.  Here is a simpler measure; If you have 1000 customers, are you receiving at least 500 referrals a year?  Simple, shouldn’t half your customers think enough of you to share you with friends?
  • Still firmly believe that one of if not the biggest and boldest marketing moves is to freeze rates for 12, better to do 24 months, and advertise the heck out of that.  You’ll simultaneously prove that price optimization is awesome when used correctly and add huge amounts to your top and bottom line.

Oh, and I have been operating this way, mostly successfully, for 8 years.  Sure, some of this is theory, but most are already in practice.

10.17.18
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Time for an annual review

Cleaning out some drafts I apparently never published, the paragraphs below(italics) were from February 2015.  Updates and comments in regular type.

Reviewing your insurance could be the most critical piece of personal finance.  Until the process can be automated it is on you and me to do it.  In this case, since it is just my insurance it is all on me.  I first wrote about this over five years ago.  If you searched the word “review”‘ on this site you would get several different takes.  Mostly coming from a variety of things that happened.  Here is a fresher look since my policies just renewed.  Yes, it actually happened just shy of three weeks ago and yes the paperwork has been on my desk since late December.

Why?  Well, the first thing you and I do is look at rates.  The home rate was about even and the auto rate went down.  Immediately I lost all urgency.  I also know that between my wife and I there are a handful of tickets and accidents that, like it or not, are still currently relevant to the rate.  You have to look at your rates.  PERIOD.  No, this does not mean to only shop on price, it just means you have to look at your price.  This is normal human behavior. And, like it or not, you have been conditioned by the industry to this.  BUT,  behind the scenes underwriting is tougher now than at any point during my 15+ years doing this.  We have begun to advise not canceling a lot of new property policies until we know any unplanned inspections have been completed.  Oh, and remember,  auto and home insurance + the U.S. consumer = commodities colliding.

Moving along to some detail;

AUTO:

  • cover the basics; name, address, drivers, etc. So disappointing that so much of this can be automated and pre-filled yet common apps fill it in an insurance quoting sites do not. This is basic stuff and the compounding time is huge.
  • Check the discounts, everything there that you thought would be? Tricky, tricky thing.  Discounts are not what they once were.  You are being “rated” more ways than you or I can count. Remember, asking is often the surest way to getting but, sadly, even if you get it, you may be disappointed.
  • Has your use of the vehicle(s) changed?  Fewer miles typically means lower rates. Telematics will replace this….but not until companies understand how to apply telematics.  Either way, mileage questions border on irrelevant.
  • Remember, a multi-policy discount can be substantial.  likely need to move both plans if shopping.  This may be the biggest flaw in the entire price shopping landscape.  Not quite fraud but certainly some ethical implications.  Multi-policy discounts are potential ENORMOUS. Not disclosing this to a homeowner who is doing an auto quote is a mistake.

HOME;

  • An escrow account is wonderfully convenient and very dangerous to your wallet.  Leaving just about any piece of your financial world unchecked is a bad idea
  • The compound effect is real and can have a profound impact on home insurance.  Sure, your coverage went up by a small percent this year but when it is 3-5 years later those percentage increases are magnified.  Pro-tip, many homeowners get a discount for something called “inflation guard” or similar.  Essentially, if you let us increase your coverage automatically we’ll “thank you” with a discount.  This often goes unnoticed but is important.
  • Where is your company flexible?  Some are with other structures.  Some with personal property.  Most aren’t with the main dwelling coverage.  Untapped but large opportunity for improvement here.  Not a full-on customization of a policy but certainly room here.
  • Fact is you are getting all sorts of coverage that look good on paper but really do not do much.  it is what it is.  Often said to older customers when comparing policies “Remember, there was likely nothing wrong with your home insurance from 20 years ago.  All these extras look nice but aren’t much….”  Google the insurance silos and this is another example of them not talking.  Lemonade did some funny writing on this as well.  This piece of coverage is overdue for an (r)evolution.

 

Your own diligence is huge.  Always has been likely always will be

Finding clever tools to help evaluate the replacement cost of your dwelling and your personal property is huge. This is a whole other topic and is a mess right now.  Lots of room here as well.  Don’t believe me?  Go look in your area at the price to BUY a brand new home.  Then realize that every property insurance company has a different version/idea of what that will cost to rebuild.  Many, or most of, will be laughed at by the builder.

 

 

06.29.15
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Dear Insurance agent losing business to me;

I hope this finds you doing well.  It’s been a bit and I know things can be tough for some of us.  Safe to say it could be more challenging now than when you started in the business.   Honestly, if there was an insurance police this would be something they would want to know about, but since there is not I’ll just write this note to you.

For a while, I honestly thought it was mostly the on-line quoting machines that were making such a simple mistake.  Than I started to see more and more captives acting this way.  Yes, indpendents are not completely innocent but  I don’t take as much business from independents.  I’ve always wondered if it was 1) a mistake 2) a lack of knowledge or worse 3) a mandate from the company they work for.  In the case of the local captive agent, I am guessing it is more of a product of desperation. Really needing every phone call to result in business so you cut corners.  You cut corners you wouldn’t cut for your family but would do it in the name of  “low rates” or worse binding a policy today for a commission or some sort of contest.

Here’s the thing, by short changing your customer, you are actually short changing yourself.  In the short term you are costing yourself commission and potentially your customer some much needed coverage.

WHY?

Honestly, I have no idea.

Now take this from the sales side.  If your fellow agents are doing things one way, why would you want to go down to their level?  You wouldn’t!!!!  So please stop doing it.

How do you fix this?  Simple.  When you are quoting auto insurance, whenever possible you provide the same amount of supplemental un and underinsured motorist coverage as the liability coverage you are providing.  Really not hard.  If you are quoting $500,000 in liability, you quote $500,000 in un/underinsured motorist.  SIMPLE, now just do it.  EVERY TIME.

  • it’s the right thing to do for your customer
  • it’s the right thing to do for your family
  • it’s the right thing to do for your top line
  • it’s the right thing to do for your bottom line
  • it’s the right thing to do for society
  • you’ll close more deals because you’ll stand out
  • you’ll make the industry better

Seriously, if you need more reasons it might be time for another business.  Anyhow, happy selling.

 

Sincerely,

 

The agent taking your business

01.22.15
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Let’s go shopping

So it is time to take my own advice again.  With renewals for auto and home insurance pending I decided to do some shopping.  I’ve definitely written about what to do when your rate goes up but this time I did things  a little different.

START; Unfortunately my home is basically unmovable, two claims in less than five years.  So I look at what the rate will be without a multi-policy discount.  But wait, it gets a little worse.  I had a stretch in 2012 and early 2013 with three tickets.  Not good.  But, on a plus side, my wife’s two claims are now over five years old so they fall off.

  • no your record.  no that all claims/tickets are not being treated equally
  • time on a record will vary as well
  • make sure you are not being charged inadvertently.

Now that I know my record and know my real home rate lets go shopping.  So I am trying to avoid the “lead” companies so chose; State Farm, Liberty Mutual, Nationwide, Comparenow, The Zebra, Coverhound, Geico and Esurance.  Remember; there is always a better rate available but your time is likely worth more than what savings you’ll find.  Best to limit your search. So I learned a whole lot.

  1. The future is on-line, yes you already know that, but in insurance we are still in the early phases.  Lots of room for improvement.
  2. Expect to give some basic personal data.  Your date of birth and address as well as those from other drivers
  3. Don’t be uncomfortable; if your vehicle information, prior insurance information and driving history comes back automatically it is ok.  Saves you time.
  4. Might as well disclose your tickets and accidents.  Saves you time
  5. PLEASE PLEASE PLEASE read the fine print.  There was lots of it.
  6. READ CLOSELY, there were lots of not so good things with the coverage sections.  I find many to be unethical and quite shameful but then again I’m human
  7. Some of these sites really need to work on their writing.  Lots of inaccuracies and false statements.
  8. Pay attention to ESTIMATES everyone had a disclosure about when a rate was accurate.  Some only provide estimates then sell your data to the companies
  9. You would not want your family to be hit by a car with what most of these options consider great coverage
  10. Computers are not human and this exercise further confirmed that the programmers behind the sites could use some education

My observations are a bit different than most since I am in this business.  I also have a lot more observations about how inefficient these sites actually are.  But where would I start?  Anything(just about) that saves me time is a good thing.  Copywriting/Content writers whatever they are called are pretty important, they should really sit down with the attorneys and think things through.  Could easily list 3-5 errors on each site.

Final thought; Geico and Esurance provided a pretty impressive “experience” despite their awful recommendations.  Like the rest of your life, it is buyer beware.  Computers can replace humans for many basic transactions but I have yet to find a site close to me or many of my counterparts.

09.07.14
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So I cracked my Windshield, now what?

Well Glass coverage, as it is commonly called, comes with your comprehensive coverage.  Pretty common here in New York and to be honest, I have no idea why you would want to have comprehensive coverage and not glass coverage.  Really, it comes down to a math equation.  Average new windshield cost is $200+ mine just cost my insurance company $341.22.  My comprehensive coverage is about $100 a year.  Not a bad gig for me nor is it a bad idea for most people.  Honestly could be the best value in all of insurance, also the most used.  Goes right there with your Towing and Labor coverage.

So about my experience.  Well the call in was as to be expected.  You call in to a call center on a Saturday morning and you get what you get.  So on Tuesday morning, since the shop is down the street from me I stopped in.  Pretty interesting to see how many windshields just one shop is prepared to fix in a day.  Now I would be the next morning so I made my arrangements and moved on.  Drop off went smooth then got bumpy but hey at 9:30 my car was ready as planned.  Bottom line, it was a basic solid experience.  Not much to talk about.

  • Nice that they vacumed out the car
  • Nice that they left some sort of Febreeze air freshner
  • Nice that it was basically “sign and drive”

Beyond that I was left wondering if I have any other options?  I know you are allowed to go wherever you want but to be honest do not eve know of anyone who can be close to as convenient.  Should there be?  yes, my guess there is a huge opportunity here, especially with some clever marketing.

For another time; should glass coverage be so inexpensive?

Should it just be included in comprehensive and not even an option?

Just some thoughts.

 

02.24.14
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Buy an insurance policy with time not money

Sort of.  Let’s talk about life insurance for a minute.  Definitely needs to be at or near the top of the list for everybody.  Key here is getting something because reality is that something is better than nothing.  The majority of the population can use some financial help when a loved one dies.

This help can be to cover a funeral or other last wishes.  It is also important to take some time to grieve.  Then of course there are all those household expenses that might be your responsibility.   Maybe you have just taken out this policy just so you can leave money to family members because there is no one depending on your income.  These are all great reasons to have it in place.

What about the emotional part.  What if your actions on this planet were actually being invested for you?  The return would then be an almost immeasurable amount of love and support when it is needed most.  Now those do not amount to  dollars and likely cannot be used to pay bills but there is something to be said for good feelings and support.  Is that “policy” as important as the one that gives actual dollars?  Depends on who you ask.

Can you have one without the other?  Sure, it is easy to simply buy a life insurance policy.  The other one actually requires effort and time.  See you cannot buy genuine support and feelings.  You cannot buy genuine, unsolicited emotions and support…but you can earn it.  Since you cannot buy this kind of policy and can only earn it doesn’t that immediately make it more valuable.  Money cannot purchase unsolicited, genuine feelings.  It cannot make people choose to share and be there for your family when they do not need to be there.  You can spend(see donate) a lot of money and probably get a church full of people there.  Can probably even get some nice post death awards.  But what are those worth?

Key here, I guess, is you can have one without the other but why would you want just the one.  I think your family would want both.

Just some ideas.

12.02.13
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Seriously a pig in a blanket?

When will insurance companies actually step up and make a difference?

My guess is when the public steps up and demands it.  A pig in a blanket, the same pig using an app to do car changes when it should be engaging with the people around it.  A goofball called mayhem?  Jobu(major league reference) doing voice overs for people getting bonus checks.  Seriously would you cut a branch down over your neighbors car.  And it keeps going.

The one that will really win is the one that treats you as educated people who are interested in value with your insurance not comedy.  The only comical thing is that we allow goofy advertising to take the focus off of one of the most profitable business sectors in the world.  Ironically it would be even more profitable if it spent less on advertising to new customers and more on taking care of existing customers.

just some thoughts.

06.05.13
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Yes, renters insurance is unselfish

Let’s face it if you are in insurance renters insurance is a “throw away” kind of policy.  Doesn’t cost much therefore many agents do not like to spend time on it.  Some of us happen to love it.  Because it is so inexpensive it should become more like a “Well it is so inexpensive why wouldn’t you…”  And that is almost exactly right.  It is also a really great thing to do for you and your landlord.

The obvious coverage is that is protects your “stuff” which is great.  Well it also provides coverage for you to live somewhere while the home/apartment/condo you rent cannot be lived in because of a claim.  Not bad.  There is also liability coverage in case something happens on your property and you are sued.  Not bad.  All of this for maybe $20 or less a month.

You are also helping your landlord.  Yes, many times your landlord will get a small discount on their insurance if you have renters insurance.  In fact by you having coverage you may also allow your landlord to get more companies to insure the residence.  It is always wonderful that while helping yourself you get to help others.

Thanks for reading!  Hope you will consider sharing.

04.22.13
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$8 to park at a hospital?

Seriously, that is what it cost when I went to visit my grandmother at the hospital.  That is awful, I have paid less to go to professional sporting events.  $8 can provide adequate nutrition for at least 1 person if not 2 for a day but instead it bought me a parking spot for 1 hour.  There is more than enough evidence that it is the presence of loved ones that truly enables healing yet they make it difficult.  So let’s dive a little deeper;

You enter a very nice lobby with some wonderful statues and a very comfortable atmosphere, but than you go up the elevator.  The hallways are immediately darker and you go into your room with two people inhabiting space that is better fit for one.

“But Grandma at least you have the window…”  Than I looked out that window on and off for the hour I was there and realized a window is pretty useless if you cannot get fresh air and have something appealing to look at.  But hey why would a multi-billion dollar operation want to make your experience better?  See Apple or any nicer hotel that does successfully try every day.

Oh and on the insurance note; overheard a woman being denied appropriate treatment because she did not have insurance.  Here is the Hippocratic oath, nothing about insurance in this but than again what else would you expect when you submit to letting a corporation dictate health care.  So much for the system protecting those that need some help.  

Either way , just some thoughts.  Pardon the negativity, I could not believe I was  actually hearing it out loud.