Customer Service Lessons From My Insurance Company


I recently found that my wife is working for a business, and neither of us recognized it. To make things worse, her operating conditions are somewhat bothersome, it is not a rewarding place and the cover is not all that good.

I need to back up a bit.

For almost 20 decades, we have been clients of the identical insurance company. We have completed multiple coverages for home and auto, staying with the business by means of a dozen cars and homes. For instance, that’s nearly as long as we have been wed and the life span of our accounts may be a little brother to our own daughter.

Before I proceed any farther, I need to be explicitly obvious. This isn’t an angry client rant and we are not likely to depart, but I’m not mentioning the business by name since that is not the point. I need to be certain we remain focused on the major thing: my spouse’s secret occupation.

Recently, we found a $100 rise to our invoice. As the wonderful director of our finances, my wife phoned the 800 number to inquire what had occurred. The matter, in summary, was that the wrong box has been assessed in the processing of a canceled claim. No funds have been issued by the claim. No claim was really generated. Only an errant mouse click plus a $100 increase on the bill.

Thus began a narrative that I’m convinced a vast majority of people have lived. We had been at half a dozen telephone calls over the course of over five hours. In that moment, my spouse became a de facto coworker of a number of individuals. She also went through some diligent training and obtained a fantastic comprehension of their methods from hands-on expertise. Here Is What she learned:

1. The company did not enable its front-line service groups to address problems.

When they did, the very first conversation could have gone something like this: “Yes, Mrs. Krajewski. We have discovered the issue and I will get it repaired for you. It’s not necessary to pause on the telephone. I will send you a text message into the amount you are using when it is adjusted. Sorry for the hassle, and I hope this makes your day a bit better. Thank you for being such a wonderful customer!”

Rather, there was a bothersome volley of notes removed and read, data repetitively passed, attribute delegated, instructions to predict various sections and no corrective actions taken. But all that is required is 1 individual who can hear the issue, understand it and act as a winner in your behalf to resolve it.

2. The business’s systems were obsolete.

Each of our calls has been basically a brand new beginning. Meaning despite notes were shot, there was a disconnect in sharing our story from person to person around the support group. My wife needed to re-explain the issue each time, leaving the narrative up to new interpretation and response from every new representative. They ought to have recognized my spouse’s telephone number and hauled her into the exact same person she had started working with.

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3. The organization’s service ethic did not start with its clients.

This can be tied directly to the two points over, and it affects absolutely everything. The genuine issue facing companies today is that the necessity to approach their customer support integrity from a new place, making no assumptions. That starting position needs to be, “what exactly do we need our clients to sense?”

Answering this query produces a genuine north where the whole business may navigate.

When you understand what emotions (and activities) you need to evoke from your most precious asset, you are able to engineer the mechanics required to bring them around. The procedures, policies, individuals, etc., will be the gears on this system. When those gears are set up, apply “petroleum” to assist them function easily. This oil is the technology.

As I write this, my spouse is still working for our insurance provider. Her attempts are Sisyphean. Her salary will be zero because she is working for the reason of never paying more than we owe. It should not be this way, provided our long-term connection.

Business leaders, ask yourselves:


  • 1. Are we serving the client, or will be the clients serving us?
  • 2. Does our company let our visitors to provide real support to our clients?
  • 3. Do our systems ease our people with a definite, human link with our clients?

If you are in a position to answer “yes” to one of these questions, then please share your success stories from the remarks.

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