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...o worry about such things as the furniture legs being refinished since they we...’d insist on having the legs on our furniture fixed and would be looking for a...

... water damage claim three years ago when the sewers in their neighborhood backed up, flooding their basement (this and one small Auto fender bender 20 years ago have been the only claims) . They were very impressed with how professionally and speedily their claim was managed. Their adjuster was reassuring and knowledgeable. During the damage assessment process, Mary told the adjuster not to worry about such things as the furniture legs being refinished since they weren't really noticeable. She felt that because the insurance company was being fair and professional she wanted to cooperate as much as she could. After their claim, Mary and Andy were very pleased that their business was with a professional firm like ABC Insurance Co. In addition they invested $10,000 in grading and weeping tiles so that their basement wouldn't flood again ... needed to retain those relationships. Second, insurance company decision makers are disengaged from customers and their needs. The closest they come is through sterile research that analyzes internal company data and actuarial models. Unfortunately, this information lacks nuance, doesn't view the customer as a human being, and only provides data on past activities — ignoring what would happen if customers were treated differently. Because no carrier or distributor has enough information on its customers to cultivate profitable relationships with them, it's all too easy to ignore their demands for quality service. This deadly two-step means that we're missing profitable opportunities with existing customers and new prospects, using rate increases as a blunt instrument to correct poor financial results, and treating customers disrespectfully. We've inadvertently created a process that disappoints and alienates customers faster and more efficiently. ...