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One of the most talked about issues when comparing independent insurance agents and call centers is about defining what insurance is: a policy or a service? 

Independent agent’s approach to dealing with customer’s objectives is quite different than the approach exemplified by call centers. 

The most important and fundamental difference that independent agents show is that the process of selling a certain policy is just the beginning to a relationship, whereas, when dealing with a call center, once given a policy, the relationship ends then and there. 

This relationship between customer and agent can only be found when talking with independent agents who help you through each step in obtaining the best possible policy for you needs. 

The main protocols that independent insurance agents abide by is first listening to the customers needs and obtaining basic information about the individual. 

Next, whether the meeting is through Skype, in person, or over the phone, it is smart for him or her to differentiate themselves between other competing insurance channels. 

A way of distinguishing themselves from these call centers is by abiding to the Trusted Choice Pledge of Performance.  

Here are a few procedures that each agent should remember: 

  • Guide customers through the claims process for a prompt and fair resolution of the claim.
  • Return phone calls and emails promptly and respond to your requests in a timely manner.
  • Explain the coverages and options that are available through the agency, at your request.
  • Commit staff to continuing education so they may be more knowledgeable in serving their customers. 

Although most of these are quite simple, each agent has the ability to customize the experience that they are giving to their customer. 

Here at Mitchell & Mitchell Insurance Agency, Inc. we pride ourselves on always obeying the Trusted Choice Pledge of Performance to properly deal with your insurance needs!


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