A 180-degree View of the Customer
Robert Regis Hyle | October 20, 2014
I believe in the agency system because I still like to talk with people who give me their full name and reside in the community where I live. Sure, it’s old fashioned, but when I want to complain about something, like my ever increasing homeowners’ premium, I have a place to vent.
For all the spouting we hear from carriers and agent about a 360-degree view of the customer, a call I made last week to my agent gave me a tremendous example of what I would call a 180 degree view.
I called for an explanation of why my premium keeps rising even while the value of my house, at least according to the Dearborn County, Indiana auditor, keeps dropping. The agent promised to get back to me. I’m pretty sure I left my telephone number, but even if I hadn’t, I’ve been a customer of the same carrier and agency (although under a different owner) since my wife and I bought our house in 1987.
Four business days later, I had not received a call-back, so I made a second call. I got the agent on the line and she informed me that she had called me back and gave me the number she said was associated with my policy.
As she read off the numbers, I didn’t know whether to laugh or cry. The digits she recited was the phone number of the house my wife and I lived in before we bought our current home. We abandoned that phone number when we moved into our current home 27 years ago.
The agent didn’t seem to comprehend the craziness I was hearing. She said if that was no longer my phone number she would be happy to enter a new number in her files.
Finally, I stopped her.
“It’s been 27 years since I’ve had that phone number. Twenty-seven years,” I said, repeating myself so she would understand the complete ineptitude of the situation. “I’ve made dozens of phone calls to your agency over the years, I’m listed in the telephone book, and, if you really needed to, it would take about two minutes online to find my correct phone number.”
I wanted to end the conversation right there and I should have because her explanation of my rate increases wasn’t much better than her ability to return my phone call. I’ve been with the same carrier for over 35 years now, so I’m not going to throw away that relationship because one of their agents has an outdated agency management system.
But I plan on dealing directly with the carrier on insurance matters in the future, at least whenever possible, in the hope that they have a more current view of who I am and what type of customer I am. I can’t say I’m overly confident in that approach, but hopefully they can figure out what my phone number is.
- ITA Pro Magazine May/June 2019
- Spotlight on the 2019 IASA Conference
- ValueMomentum Selects Erie as Site of Regional Development Center
- Capgemini and Majesco Become Alliance Partners
- Electronic Chat with Dr. Dan Shoham
- Electronic Chat with Todd Greenbaum
- Martha Notaras: The “Outsider” with an Amazing Inside View
- ProSight Direct Offers “Effortless Insurance for Today’s Professional”
- Electronic Chat with Larissa Tosch
- Martha Notaras Will Join ITA LIVE 2019 as a Keynote Speaker
- Five Things to Consider When Evaluating Your Cyber Risk
- ITA Pro Magazine, January/February 2019
- Major Ransomware Attack Could Hit U.S. with $89B In Economic Damages
- ITA Announces 1st of Three Keynote Speakers at ITA LIVE 2019
- Electronic Chat with Jeroen Morrenhof
- Legacy Systems Are Dead. Really? Don't Count On It.
- Now Accepting Nominations for the 2019 ITA Bridge Awards
- It's time to register for ITA LIVE!
- Registration is Now Open for ITA LIVE 2019!
- What to Expect from a Digital Experience Platform Implementation
- ITA Pro Magazine September Edition is Now Available
- It's National IT Professionals Day
- Save the Date for ITA-LIVE 2019
- OneShield Software and UrbanStat Work Together to Improve Real-Time Analytics and Risk Decision-Making
- ITA LIVE 2019 - SAVE THE DATE!
- Insurance Technology Association Announces New Editor-in-Chief
- August 2018 Edition ITA Pro Magazine is Now Available
- Enterprise Architecture in an Agile World
- Top 10 Tips for Securing Your Mobile Devices and Sensitive Client Data
- Industry Insight: 4 Global Insurance Trends in Digital, Data, Content Services and Security
- Diving Deeper into Prioritizing Your Strategic Digital investments
- Why Content Rules
- How Mass Personalization Will Open the Small Business Benefits Market
- At Year End 2017, Will Your Organization Be Protected from Cyber Risks?
- Do Insurance Bots Dream of Mitigating Risk?
- Conditioned to Respond
- Managing & Mobilizing Insurance Data in a Connected World
- Race to the Finish Line
- New Tools, New Opportunities in Claims
- ITA LIVE: Reaching Insurance Industry Crossroads
- Advice to Insurance IT Leaders: Keep Your Eye on the Ball
- New Date, Venue for ITA LIVE 2017
- Guidewire Makes Major Push to Small and Midtier Market by Acquiring ISCS
- Insurance Disruption is Happening Right Now
- Insurity Adds Strategic Investment Partner, General Atlantic
- Beyond Transformation: The Convergence of Finance, Risk, and Actuarial Functions
- The Rapid Evolution of Consumer Protection Regulation
- Talent Hunt: Finding, Attracting, Retaining Top People
- Insurers Flexing Their Distribution Models
- Technology Driving Disruption in Insurance
- Fear of ‘Next Bubble’ Challenges Life, Annuity Carriers
- Technology Allows Commercial Lines Insurers to Stand Out
- Single Sign-on Viewed as Biggest Tech Challenge for Agencies
- ISCS Observes 20th Anniversary; Scurto Predicts Major Changes Ahead
- Policyholders and Their First Impressions
- Progressive Making Progress on the UBI Front
- High and Dry: Insurers Search for Disaster Recovery Plans
- Insurers Sign The (Un)Dotted Line
- Reflections of a Retired Insurance CIO
- Mobile Device Management Just One Answer to BYOD Issue
- Lessons from GEICO and Progressive on Winning the Critical Buying Stage
- You Are a Target for a Cyber Attack
- Web-based Systems are the Next Evolution in Claims Technology
- Gaining a “Wow” Experience from Web Users
- Time to Shift from Business/IT Alignment to Business/IT Alliance
- Healthcare Insurers Changing to Consumer Model
- Organization is the Key for Selecting Software Vendors
- Analysts Expound on the Needs of the Mid-tier Insurance Market
- Finding the Cure for Obamacare’s Website
- New Software Solutions Benefit Insurers on the Inside and Outside
- Products, Market Impede Investment in Systems for Life Insurers
- Combatting Cyber Threats: Predict, Prevent, Persist
- The Future of Telematics Heads Beyond Insurance
- The Shame in Cyber Security Lapses
- Building Policy Administration Systems for the Future
- Insurers Look Into The Eyes of Their Policyholders
- It’s a New Dawn for the ITA
INSURANCE IT NEWS
- Personal Lines Insurers Must Innovate and Adapt to Address Predictable Market Changes in the Long- and Short-Term, Says Novarica
- Resort will integrate InsuraGuest’s InsurTech software toprovide hotel guests with protection policy at time of check-in
- Business Owners Combating Distracted Driving with Telematics Technology
- George Jones Assumes CEO Role for Westhill
- Insurers Need New Leadership Skills to Drive Transformational Change, Says Novarica
- Majesco Congratulates MMG Insurance On Receiving the NAMIC Award In Innovation
- Need for Speed-to-Market Driving Nationwide Platform, Powered by Bold Penguin
- Guidewire Software Announces LTI as New Consulting Alliance Partner
The Email Chat is a regular feature of the ITA Pro magazine and website. We send a series of questions to an insurance IT leader in search of thought-provoking responses on important issues facing the insurance industry.
ITA LIVE 2019
The tide is up! It's time to register for ITA LIVE 2019, our annual educational and networking conference! Our theme is "The InsurTech Revolution: Cutting Through the Hype." and we'll be bringing in a torrent of industry thought leaders, amazing insight and wonderful perspectives on the world of insurtech and its impact on the insurance landscape.
ITA LIVE 2019 will present real-life examples of true startup technologies that are helping insurers gain real advantage -- and a competitive edge -- in the marketplace. We’ll highlight the more successful InsurTech partnerships, while offering case studies that demonstrate exciting innovation and cutting-edge techniques impacting all aspects of the insurance ecosystem.
Ride the wave to LIVE 2019. Sign up today! We look forward to seeing you in May, 2019!
BLOGS AND COLUMNS
Nowadays, transformation is a top buzzword in the insurance world. But beyond the buzz, it reflects what is happening in the insurance industry today... READ MORE
I am so excited to share our latest research report, “Bringing New Focus to the Transformation Journey: Accelerating Transformation with a New Lens... READ MORE
You have surely heard it said that small businesses are the growth engine for America. Today, the phrase has a special ring to it for benefits... READ MORE
With stagnant growth and lingering low interest rates, the life insurance industry faces a challenging future... READ MORE
Finding insurance carriers willing to write commercial lines risks has always been a challenge for producers... READ MORE
As Guidewire Software prepares for the start of Connections, its 11th annual user conference that begins on Nov. 2, Brian Desmond, chief marketing... READ MORE