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Whatever Happened to Customer Service?

I spent ten minutes today waiting for a claim representative to answer the phone to discuss the adjustment of a Client’s claim. After ten minutes, a voice came on the phone telling me that my call was important to them and they would answer in 18 minutes. As my mentor of years ago would say, “welcome to my world”.

But his world is not getting better, it is getting worse. Try calling State Farm, for instance. If you do, you may find that you are required to go through several prompts, one of which tells you that they don’t have a claim number under the phone number you are calling from. Eventually, you will get to a place where you are asked to dial in “your claim representative’s ten-digit number.”


The customer service of insurance companies can be a nightmare but so can the customer service of mortgage companies. We contact mortgage companies for clients every day to help our clients get the money released from the mortgage company for rebuilds. When calling mortgage companies, you will want to have a passel of things that you can do while you are waiting for what seems like an eternity. Such projects will range from either doing work assignments or spending time on crossword puzzles just to get through to a human at these hubris-filled companies.

Besides the aforementioned, there are other symptoms of poor customer service. They include, but are not limited to:

Language-compromised representatives taking your call from a foreign country.

Covid – excuses (working from home).

Asking for the same information over and over.


Employees use scripts to answer your questions.


Interactive voice response systems.


Websites that direct you to useless FAQs.


A website that directs you to do your service.


No callbacks.


Some problems that cause poor customer experiences include insurance companies sending their reps on “storm duty.” At the same time, their other claims languish and use technology to replace human beings in answering your phone call. Response times are awful.


We want our clients to know that we will respond when you call, email, or text. Sometimes I don’t get back to my voicemail hourly, but I respond to texts and calls as often and as fast as I can, and so it is with other Brown – O’Haver employees. We train our employees to respect our clients and treat them how they wish to be treated. In a claim situation where we deal directly with carriers on behalf of our clients, we will take the hit in communicating with your insurer so you won’t have to.


No insurance claim is easy, but at Brown – O’Haver, we want to make your claims experience as good as possible. We know that while we do increase recoveries on insurance claims people hire us for the service. We are committed to showing you what excellent customer service is all about.


Tags: insurance adjusters, Public Adjuster

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