NU Online News Service, April 15, 2:44 p.m. EDT
Independent agents feel the most important thing in their relationship with an insurer is good claims handling, according to a survey by and industry trade group.
The findings were reported by the Glenmont, N.Y.-based Professional Insurance Agents Associations of Connecticut, New Hampshire, New Jersey and New York State Inc.
Agency principals rated "adjusts claims fairly" and "pays claims promptly" as the two top factors when evaluating an insurer.
Besides the two claims-handling factors, the principals awarded their highest average ratings to criteria involving communication, underwriting and service.
Rounding out the top-10 list, in order of importance, are:
o communicates clearly, honestly
o resolves issues quickly
o underwriter knowledge, experience
o listens, responds to agents
o easy, intuitive technology
o stable markets
o consistent underwriting
o competitive pricing
Of 456 people who participated in the survey, 355 were agency principals. Other participants described themselves as sales, service or underwriting staff.
Across the board, all staff ranked claims handling highly; both fairness and promptness made everyone's top priority list. Agency staff members in particular expressed value in having "go-to" company contacts for underwriting and service.
The results of the study will be used to shape the PIA's 2009 Company Performance Survey, which will be launched in May in a new format based on the results of this survey.
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