Full Service Car Insurance
November 15th, 2007
This past Saturday morning I was rear-ended. Good times.
At any rate, this is always one of those times when you have the chance to examine how a company really lives up to their promises. So here are some of my observations from the wonderful world of claims:
- The first person I called at Progressive - the first thing she said was, “Oh, I’m so sorry! Are you okay?” She sounded more like I had just called a friend, not an insurance company. Not bad.
- The people at Geico called to accept responsibility in less than 24 hours. Not bad.
- Progressive’s claim numbers are 9 numbers, Geico’s are 12. {shrug}
- A couple of weeks ago… Progressive sent me an email with a deer advisory for my area. Weird…
- The companies don’t seem willing to talk to each other… I have to call each of them several times conveying messages and instructions from the other using industry vernacular that I just plain don’t understand. Certainly no possibility for error there… right? Not great.
- Geico gave me some information that seemed a little nuts, I asked him to clarify, and he simply repeated the exact same sentence - clearly the company line - a little louder and snippier, rather than actually addressing my concern. Not great.
- Progressive quoted me the wrong discounted price for my rental car. Not great.
- Enterprise gave me the actual price and explained that “we just don’t really talk to each other that much.” Not great.
- Some people just don’t have a sense of humor. Maybe they’re used to dealing with people who are a lot less jovial than I am… but I would see that as even more reason to enjoy the chance to chuckle. But boy howdy! I’ve dealt with 6 different people from two different insurance companies, as well as 2 people from the car rental place… and exactly half of them were not humorless automatons. Is it in violation of EOE rules to hire based on sense of humor? I wonder…
Anyway, I’m not sure whether this post really had anything to do with anything… Veedub’s gonna kill me when she reads it. But really, I guess my point is that insurance companies are in an unenviable position where marketing is concerned. They have to convince us to choose a company we hope we’ll never interact with and pay for services that we hope we’ll never have to use. And it’s not until we finally need them (during a stressful situation, no less) that we get to test out the claims they make in their communications… and we’re probably not in the greatest mood when we get there. But I think of how many opportunities they had to make my life easier over the last few days, and how few were taken. I guess it all comes back to a company’s willingness to communicate - whether it’s with customers or with other companies… communication is key.
Other posts by Jennifer.
Mr. Steve says:
Sure this post has a lot to do with a lot of things…especially my particular favorite (for obvious reasons)…TOUCHPOINTS! I mean really…I don’t call Geico expecting to get a real, honest to goodness Gecko, but I do expect to get someone who presents that kind of personality. For heaven’s sake, you work for a company with an anthropormorphic lizard…don’t take yourself so seriously.
Oh, and Jennifer…next time you’re worried about where a post is going, just throw in a chart, or better yet, a circle.
November 15th, 2007 at 7:56 amCam Beck says:
My wife recently got into an accident and had to deal with Progressive as the insurance carrier for the person at fault.
Although I’ve looked at their prices before and found them to be a bit steep, I was impressed by how quickly they handled the claim. Our insurance carrier on the other hand… [grumble].
What you say is exactly right, though. But I have to make one point: Their position is unenviable only if they’re not ABSOLUTELY DEDICATED to helping their clients out of the bind they are in, which is often considerable if they have to call the carrier in the first place. Do that well, and they’ll have endeared themselves to the customer for life.
It’s no accident that USAA is one of the most respected brands in America.
November 15th, 2007 at 10:25 amJennifer says:
Cam - that’s a GREAT point. If they’re determined to do everything in their power for their customers, then what do they have to worry about? True for companies across the board. Don’t try to convince me you’re remarkable. Just be it.
And I think I may be the one person at Brains on Fire who has not succumbed to the circle, Mr. Steve! Give me corners, or give me death!
November 15th, 2007 at 11:19 amFire Insurance » Fire Insurance November 15, 2007 2:15 pm says:
[...] Full Service Car Insurance I?ve dealt with 6 different people from two different insurance companies, as well as 2 people from the car rental place? and exactly half of them were not humorless automatons. Is it in violation of EOE rules to hire based on sense of … [...]
November 15th, 2007 at 2:17 pmdavid benardo says:
Allstate has replaced (2) totaled cars for us in the last 3 years. Each time in less than a week. Good hands.
November 16th, 2007 at 7:11 amTERRY TOFFLEMYER says:
We are now dealing with Progressive-one of thier “clients” rear ended us at a stop light. They trying to “total” the car for less than then loan balance (under $5,000). And in general making our lives as miserable as possible. We pay insurance to our provider, but they are unwilling to go to our aide. As consumers I’m wondering what recouse do small fish have to get some equitable (not profitable) treatment? Any suggestions?
December 6th, 2007 at 8:01 pmInsurance Company National Life says:
Auto Insurance Rate. National Rating News…
There are a lot of national rating institutions that take carry about insurance rate control. This control is important to keep on defined level insurance rate in the country for countless numbers of insurance companies….
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