Client shocked by notice of insurance premium increase.  If you have a client who contacts you to discuss the rate increase they found, you've already lost. (Photo: Shutterstock)

If Verizon increases my cell phone bill by $5/month, I'll get upset.

There are a few things they can do when I call up:

  1. Explain the additional value that I'll be receiving for my $5.
  2. Apologize but explain why they have to due to unavoidable costs.
  3. Credit my account the $5 to keep me as a client.

All of these might keep me as a client but none of them will leave me feeling good about the company. Why? Because I had to call them!

Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader

Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:

  • Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
  • Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
  • Educational webcasts, white papers, and ebooks from industry thought leaders
  • Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
NOT FOR REPRINT

© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

Agency Management
Sales & Marketing