The personal lines problem isn’t customers fleeing to the internet. That’s just a symptom. The major issue is the failure to establish a relationship with personal lines clients that demonstrate an agent’s value. (Photo: Shutterstock)

It could happen, but it’s ridiculous to even think you’re doing it deliberately.

Why would any insurance agent intentionally send good clients to a competitor? It doesn’t make sense — or does it? As it turns out, a lot of insurance agents are doing just that with their auto and homeowners customers.

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