Agent Relations


While carriers are understandably concerned about disenfranchising agents, on matters of billing and claims the focus should be on how best to satisfy customers.


“Consumer expectations really are shifting the priority to making your customer happy, not protecting that relationship.”


Martina Conlon, Novarica


Making the shift to more direct interaction between carriers and policyholders can create some angst on the part of insurers, who are worried about agent relationships, and on the part of agents, who worry about weakening binds with their customers. But the concern can be tempered when the carrier and policyholder are carrying on commodity-like interactions, such as billing, general inquiries and claims.


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