Customer Service

CHECK FRAUD AND COUNTERFEITING by L. Burke Files As computer and duplicating technologies have advanced and become cheaper and more widely available, check fraud and counterfeiting have grown. T...

This checklist outlines the major factors an insurance agency and a producer should consider in negotiating an employment agreement. It should not be construed as a specimen contract or agreement but merely a guide for reaching a meeting of the minds over subjects important to both parties. If you are engaged in this kind of negotiation now, use this form to check off these considerations in the blocks provided, as they are agreed upon. Be sure to consult an attorney for assistance in drafting the legal language necessary to implement a formal contract.

CHECKLISTS PROTECT AGAINST ERRORS AND OMISSIONS by Grace Bauer I recently got to babysit my two nephews for four days. My sister gave me a long list of daily things to do as well as rules t...

CLAIM PROCEDURAL GUIDELINES by Mary Beth Bolen Of all the things a customer service representative (CSR) does for clients, you and the agency are most directly affected by the clients' receptio...

Agents who’ve experienced a hard market know that claims are often scrutinized much more closely than they are in a soft market. Unfortunately, circumstances sometimes lead to the denial of claims that are covered regardless of market conditions. This document by the Virtual University faculty provides an example of what you might see more of in the months to come.

CLIENT COMMUNICATIONS CREATE GOODWILL A study commissioned by Good Housekeeping magazine concluded that the 'Decade of Glitz and Greed' has given way to the 'Decade of Decency.' Key points ...

COMMERCIAL LINES INSURANCE CHECKLIST by Jack Fries Use this checklist by Jack Fries to see which Commercial Lines coverages your clients have, those that they need, and those that you write. ...

COMMISSIONS VS. CONTINGENCIES by Chris Burand Do independent agents serve the insurance company or the consumer? One of the most perplexing aspects of the con...

COMMONALITY BREEDS RELATIONSHIPS by Jack Burke We're more alike than we think. Relationships, whether face-to-face or cyber-distanced,...

COMMUNICATE THE RIGHT WAY by Emily Huling Technology tools can present problems when theyre used carelessly. Some people dont use the most appropriate communication tool f...