January thoughts...

There are many things that try my patience- waiting in long lines, waiting for my turn at the doctor's office and waiting on the phone!  I noticed the common thread being "waiting" and realize that with technology moving at hyper speeds and easy access to information and action, I don't like waiting!  I wish that when I scheduled appointments (many times online) it would actually happen at the scheduled time.  I wish that if I needed something done, I could click and it would be done and no need for follow up.  I wish that I could get someone to help me on the phone and not wait 30 minutes on hold after the initial press 1, press 2, press 3.  Of course there are always exceptions to the rule, but people are SO busy that it is hard for them to be available whenever you need them.  They have to schedule time off phones to accomplish the pressing things on their desk so they don't get even further behind.  I understand that.  So I wondered how does CLH Insurance measure up to others expectations of us.  Will they be frustrated or will they feel we are there for them- real people when they need us. 

We have many different modes for interacting with our customers so that we hopefully manage the many different expectations that can be out there:

1.  We will personally answer the phone 7:30-4:30.  I should know because I am usually the one that gives you the "Good morning, CLH Insurance.  How may I direct your call"  I know that most of the callers need to get right to the person that handles their account, so I try not to hold people up at the start.  If they explain everything going on and then are told they will be transferred to person #2 and they have to tell the whole story again, that is frustrating to the caller. If their manager is out to lunch or not available, I give the option for talking to someone else who can handle their account, or leave a message or voice mail for their specific manager.  
2.  After hours emergency phone number is always on the answering machine 4:30 pm to 7:30 am.  If you have a claim that you need help on what to do, like a tree on your roof or fire to your home, you can call directly to our emergency phone number for the owner of the agency to help you through 24/7.  You can't wait until the next morning if water is coming through the ceiling       
3.  Contact us through our website at www.clhins.com.  Any request can be made from our company website and it is given to the customer's account manager.  I know that the time I think about getting something done is rarely during office hours.  On the website are the employee emails for directly writing to their account manger with their requests and know it is not off their "to do" list. 
4.  Customer Portal 24/7 Customers can get on their own personal portal for all of their insurance information - so EASY!!  They can sign up from our website or request that we do it for them.  This gives access to all their policy information.  If the customer has a home and auto with Allied and a boat with Progressive you don't have to go onto each of those company websites- we have all your information for you in one place.  It is wonderful to have a Brokerage that can represent many companies to get the best fit for each policy but also nice when all the info can be found in one place as well.  Let's say you also have a Medical and life policy as well- it would also be there for you.  Then when you want to make any changes to any policy, you can do it right from the Portal and the information will be sent to the account manager immediately.  An added perk is that you can print off auto id cards whenever you need them as well, without having to call in the get that done.  Many of our commercial customers enjoy being able to get their own certificates whenever they need to send to those they are doing business with that require them.  If that happens to be over the weekend, it is easily done.  I can't say enough about our Portal!! 

Give us a call- I would love to talk to you!! 
Kathy
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