Customer Service Performance StandardsOne of the major objectives of our agency is to provide the best service humanly possible. We firmly believe that we have the people and the facilities to enable us to provide the best service of any insurance agency in our area. Meeting this objective is vitally important, especially today, because insurance cannot be sold on price alone. The saying "If you sell on price, you'll lose on price" has never been more true. We must provide our customers with the added value of excellent service they will not get elsewhere.
Toward this end, we have established the following performance standards for customer service:
CLAIMS -- service in the event of a claim is why we're here! In order to begin the claim process on the right foot, 75% or more of all loss reports will be completed in full before submitting to the carrier for processing. We realize that the insured may not have all the necessary information for the claimant at the time the loss is reported, but they will certainly have all the information relative to themselves. Therefore, in addition, we expect that 99% of all loss reports will have all information on the insured completed in full, including all phone numbers, driver information, loss date, property or vehicle damage description, etc.
CHANGE FORMS -- we don't want to make a policy amendment more than once, so it must be done right the first time. 100% of all policy change forms will be accurately completed in full before submitting to the carrier. Further, all change requests will be submitted to the carrier within 48 hours of the time we are notified of the change.
APPLICATIONS -- one of the first impressions for a customer of our competence is the accuracy with which their policy is issued. We expect 100% of all applications to be submitted with all information complete. In addition, any required photos or other applications attachments will be submitted to the carrier's home office within 3 days of taking the application.
REVIEWS -- 100% of all pre-renewal reviews scheduled each month will be completed when due in the manner prescribed. This is necessary to ensure policy accuracy and minimize E & O exposure.
LIFE APPLICATIONS -- additional underwriting requirements for policy issuance will be completed within 5 working days of the day we are notified.
CORRESPONDENCE -- we expect timely response to our correspondence, and will give the same in return. All correspondence requiring a response will be answered by the diary date shown on the letter, or within 5 days if no diary date is shown. If an underwriter sends a letter requesting information by a certain date, and we still do not have that information, a note should be sent to the underwriter to let them know that we don't have an answer yet, but that we are continuing to work on it. The need for someone to send us a second request should never be necessary.
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To contact G.C. Weimer Insurance Agencies, e-mail info@gcwinsure.com
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