Did you folks happen to catch the premiere episode of "Undercover Boss" on CBS Sunday night, after the Super Bowl? It's about CEOs taking on lower-level jobs in their companies, where they get their hands dirty and see how their operation really functions. I think it would be a great idea if insurance industry CEOs did that at least once a year–on- or off-camera!
Wouldn't it be great if an insurance company CEO had to go out with adjusters to settle some difficult claims? Or if they had to man the phones for a few days in the Claims Department and deal with enraged claimants?
What about if they had to underwrite and price some hard-to-place accounts? Or go meet with their independent agents (especially if they had to deliver the bad news in person that an agency was in danger of losing their appointment with the carrier if they don't deliver more business, or are having their commissions cut, or that the carrier is pulling out of a line or state altogether)?
On the agency side, how about principals taking on the role of a CSR for a time and dealing one-on-one with customer problems or questions? Or doing some warm calling on prospects, asking for X-dates to round out existing accounts?
I'm not saying this would make great television, but as a matter of policy, I think it would help educate those at the top by giving them first-hand knowledge of how their operations work in the real world.
Perhaps they would even make some changes in standard operating procedures or working conditions as a result.
What do you folks think of this idea? What other kinds of gigs would you suggest for insurance company and agency CEOs?
Are there any CEOs out there willing to pick up on my challenge and actually do this??? Or better yet, are there any out there already doing something like this? Let me know.
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