Friday, August 29, 2008

Talk about your customer service!

Just a little while ago, I was sitting here at my keyboard getting some on-line home owner's insurance quotes. The very first company I queried was Liberty Mutual. I dutifully filled in all of the requested info on like three or four pages. I got a quote and printed it. Not five minutes later, a guy with a heavy Hispanic accent (whom I'm sure was calculatingly assigned to call Senor Moreno) called me on the phone. It seems that as luck would have it, if I had the time, they just happened to have a licensed agent on hand who could speak to me about a policy. I told the guy that they have not yet poured my foundation; that my anticipated closing was not until December 1st. No matter: they would be happy to talk to me now. I figured, what to hell, I could go on typing while talking to the guy the first guy was going to transfer me to. So, I'm sitting there typing in another request for a quote while I'm holding for the transfer. A few minutes later, the first guy comes back on and tells me that the second guy is with another customer, but is most anxious to talk with me, if I just have the time to hold another couple of minutes. Still typing away, I agreed. Five minutes later, the second guy, also with a Hispanic name and heavy accent, comes on the line. After all of the usual disingenuous pseudo-pleasantries of such a call, he cheerily informs me that he sees on his computer that I live in a coastal area in which his company no longer writes homeowner policies. Now that's service!

11 comments:

St Marys Resident said...

Sounds like even insurance has been out sourced on 800 numbers...problem is when you have a claim you are going to wish you had a local agent!

Jay Moreno said...

If a local selling agent has a good price from an A+ rated carrier, I'll gladly do business with him. In fact, many of the quotes you get on-line will refer you to a local agent.

As to claims, most companies have gotten away from letting their selling agents have any involvement whatsoever with the claims process.

St Marys Resident said...

Tell that to my friend that had a giant pine tree fall on her mobilehome two weeks ago...her Farm Bureau Agent was on her roof along with a contractor within two hours. She was impressed!

Jay Moreno said...

Was this a local agent? If so, who was it?

St Marys Resident said...

Andy Gowen from the Folkston Farm Bureau

Anonymous said...

I would highly recommend Brooks Joiner with Cotton States in Kingsland. We have all of our insurance with him, and have been very happy with the service.

Jay Moreno said...

But are you happy with the competiveness of your premiums?

Anonymous said...

Jay said:

But are you happy with the competiveness of your premiums?

You bet, we shop it around. My wife has extensive knowledge in the insurance industry, and know what to look for. And no, she does not work for Brooks.

Jay Moreno said...

I'm a former personal lines P&C agent myself. I'll give Joyner a shot at it.

Anonymous said...

Jay,

Keep in mind that your Hispanic friend may be able to write coverage in the coastal area, but cannot at this time. With 2 named tropical systems in the works, most if not all insurance companies do not bind any new coverage while a named storm is active.

Anonymous #23

I also wrote the posts about Brooks, just forgot to add my name.

Jay Moreno said...

Yeah, I'm aware of that. The guy was quite clear that his company just did not write coverage in coastal areas period anymore.