Page 55 - Shaw Wall of Honor

We have decided that 2023 is getting back to the basics of insurance. There are 100 different checklists and 1,000 different coverages that we can discuss with each and every customer.
What getting back to basics means to us
• Ask all the obvious questions again: check address; entity type and has it changed; check county auditor page to see who owns the building and if they are listed on the policy; see if our insured entity owns any other properties in our county (do we insure and if not, why); how are the vehicles titled; what is the current replacement cost of the building ( this has been so standard in personal lines, but often in the commercial world we are using the tools to make the absolute best guess possible); do we have enough contents coverage; review the policy for any exclusions; does our policy match what the Facebook or customers' website says. These bullet points evolve as we learn and grow through this process.
Questions we ask ourselves: When do you visit a customer? How often do you visit a customer? Do we call? Do we email? When is enough advice enough?
What we have spent the most time on:
REPLACEMENT COST, REPLACEMENT COST, REPLACEMENT COST; condominium association documents; contractors (tool limits, installation floater limits, are they storing anything at their home and do we insure
that); which auto symbols we have and why; explaining ACV vs RC to customers; discussing how to properly insure a home-based business, especially as it relates to landscapers and contractors.
What we have found over six months. We are better as a team.
• We want two sets of eyes on each policy to review it at least once a year.
• We are creating the plan for our next customer conversation. It is common for a customer to not respond to our renewal review, but we are ready with talking points for the next time they call with a vehicle change or certificate request.
• We ALL make mistakes and miss a coverage question on a policy; however, six of us are more likely to come to the best solution for our customers.
• We come up with agency standards and then we implement them together every day.
• You can have the same issues on a $500 account that you have on a $25,000 account. Learning this together makes the process a lot less intimidating.
I make sure to point out errors of my own that I have found. We also speak freely in our meetings and I am sometimes proven wrong. Here’s the thing—wrong is okay. We are learning. That is true of all in the room, but this is being done without malice or anger. We are a TEAM. It has been transformative to my leadership and understanding of what our team, agency and customers need. I come out of many of our meetings re-energized and so proud of our work.
As is common with an agency owner, I have not vacationedwell.Iamconstantlycheckingmy email and voicemail, afraid that I have unique information that our officer or client needs.
Back to Basics
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