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Whatever Happened to Customer Service?

Whatever Happened to Customer Service

I spent ten minutes today waiting for a claim representative to answer the phone so that we could 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 a number of 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 be the customer service of mortgage companies. We contact mortgage companies for clients every day to help our clients get 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 using scripts to answer your questions.

Interactive voice response systems.

Websites that direct you to useless FAQ’s.

Website that directs you to do your own service.

No call backs.

Some of the problems that cause poor customer experiences include insurance companies sending their reps on “storm duty” while their other claims languish and using 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 or email or text. Sometimes I personally don’t get back to my voicemail hourly, but I personally 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 to treat them how they would 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 it can be. We know that while we do increase recoveries on insurance claims people actually hire us for the service. We are committed to showing you what excellent customer service is all about.

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