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Suddenly, I Was the Client: A Reminder of Why Customer Service Matters

As insurance agents, we spend our days helping people protect their homes, vehicles, businesses, and the things that matter most to them. We review policies, explain coverage, answer questions, process payments, and reach out to clients when renewal time approaches. But sometimes, we get so caught up in the business of insurance that we forget what the experience feels like on the other side of the desk where customer service is important.

Recently, I was reminded of just how important that experience is.

Suddenly, I Was the Client

As an insurance agent, I have an advantage when reviewing our personal policies. I understand the terminology, know what questions to ask, and have a better idea of how insurance companies and agencies operate. I understand what is happening in the industry that can help explain and justify a premium or rate increase, as well as how I can explore options to lower my premium.

So, when we purchased a second home in Florida last year, I knew the questions to ask, but I was also learning about a new insurance market. Requirements for quotes, limits, and coverage’s can vary from state to state because insurance is overseen and governed by individual states, not the federal government. We secured what we thought was a reasonable premium for the individual home and flood insurance policies and went about enjoying our new home.

Nearly a year later, an email arrived from our flood insurance company just 13 days before the renewal date.

Payment due: 92% increase in premium.

Wait. What?

A 92% increase! Quite a bit of sticker shock. But even more shocking was that there had been no phone call from our agent or anyone in the agency to explain the increase, discuss what had changed, offer other options, or simply check in with us.

As an insurance professional, I understand that premiums can change for various reasons, such as the cost to rebuild, the overall increase in lawsuits, and, yes, natural disasters. I wasn’t expecting someone to magically make the cost of insurance disappear. But what I was expecting was communication.

And just like that, I wasn’t the insurance agent anymore. I was the frustrated homeowner trying to understand what had happened and what other options we had. Not just an email telling us to “make a payment.” I was not impressed with this customer service.

When Getting Answers Becomes a Job of Its Own

I did what many clients do when they receive an unexpected bill: I picked up the phone and let my fingers do the walking.

After listening to all the number options, I chose one and was placed on hold. Then came the offer to use a virtual assistant. I wanted a person. I kept saying, “Customer representative,” but the virtual assistant wasn’t listening. Back on hold I went, listening to elevator music interrupted every 10 seconds by a message saying, “We apologize for the delay. We understand your call is important. Please wait on the line for the next available representative.”

Finally, I was transferred to the appropriate department. After gathering all my information to access the account, the call was disconnected.

Sigh.

At that point, I had two choices: spend another 15 minutes trying to get through the system or find another way forward.

I chose to move forward.

I sat behind the keyboard and started researching other insurance agencies in our area. I scoured websites, social media, and reviews, and even used AI. A couple of agencies stood out, so I jumped in the car, programmed the map, and started my client journey. After a couple of stops and a fresh cup of coffee, I eventually walked into an office that instantly gave me that Cheney Insurance feel.

A Welcome Change

From the moment I entered the office, the experience felt familiar. The receptionist greeted me warmly, asked how she could help, and invited me to have a seat, explaining that an agent would be with me shortly. As I sat in the lobby, which was adorned with Halloween decor, I could hear her friendly tone continue every time she picked up the constantly ringing phone.

Within minutes, a Personal Lines agent came out from behind the receptionist’s desk, smiled, extended her hand, introduced herself, and welcomed me into her office.

I’ll admit, one of the first things I noticed was how clean and organized her desk was. It made me think that perhaps I had a little work to do on my own desk! But what stood out most wasn’t the office. It was the attention that she was giving me the potential client.

I explained upfront that, while I was an insurance agent myself, I wasn’t there to tell her how to do her job or brag about what I thought I knew about insurance. I was there to interview her and her company, and then listen.

I had questions. How did the agency operate? Who would we be dealing with throughout the policy term? Would someone stay in contact with us? Was there online access to our policies? How would we file a claim? And, most importantly, if we had a question or concern, would we be able to reach someone who could help?

She listened. She didn’t spend our meeting peering down at her phone when it lit up or dividing her attention between me and her computer.

She answered my questions, explained the process, and gave me a clear understanding of what I could expect.

As our conversation continued, I found myself relaxing back in my chair. I was beginning to feel confident that I had found an agency that valued the relationship as much as the business.

I finally said, “Okay, let’s see what you can offer us.”

It’s the Little Things That Make a Difference

We reviewed the home information for the flood policy, and she quickly entered the details into her computer. Within about 15 minutes, the printer was running, and I had two flood quotes in front of me to review. What impressed me was that she took the time to review the quotes as if I had no knowledge of insurance. She treated me as a client.

When I looked down at the quotes, they were both lower than the premium I walked in with, and while offering the same coverage’s as my current policy. The good feeling was getting even better.

Naturally, I said next, “Okay, let’s see what you can do for the home!”

We continued our conversation, discussed the additional information she needed for the home quote, and identified a few questions that would require me to gather details once I returned home. I thanked her for her time and told her I looked forward to building a relationship with the agency. Having someone right down the road was an added bonus.

As I walked back through the lobby, the receptionist thanked me for stopping in and wished me a blessed day.

And I left feeling good about the experience.

Once home, I sent the additional information she had requested, and 20 minutes later, there was a proposal in my inbox. I was again pleased with the proposal, as she was able to add additional credits that hadn’t been included before. She followed up with a phone call, asked if I had any questions, and whether I would like to move forward.

Yes, please!

And just like that, a new relationship was formed.

A Reminder of Why Customer Service Matters

As an insurance agent, I know how important it is to stay connected with our clients. Sometimes, a renewal conversation is about more than a policy. It’s about asking how the kids are doing, hearing about a family visit, or telling them what a great meal you had at their restaurant last weekend.

Those little moments build relationships, and my recent experience reminded me how much they matter.

I walked into that Florida agency worried that, in today’s world of technology, I wouldn’t find what we offer at Cheney what is important to us at Cheney Insurance- customer service. However, I left feeling confident that I had found people I could work with and a team that valued my business. That feeling came from something simple: someone took the time to listen, answer my questions, and make me feel welcome.

It was a good reminder that while we can’t always control insurance premiums, we can control how we treat people along the way.

And sometimes, being on the other side of the desk is exactly what we need to appreciate that.