Hanover Says Its Newly-Enhanced Service Is Just Another Reason Why Hanover Is The Best Partner for Independent Agents
Agency Checklists has been interested in the growth of insurance customer service centers, although here in Massachusetts there are only a couple presently operating. So, when we saw that The Hanover had announced that it has significantly increased its Customer Service Center’s capabilities in order “…to enable independent agents to provide greater value to their small business and personal lines customers,” we thought it was worth it to take a closer look and to see what agents think of these service centers.
The Hanover’s Customer Service Center for Massachusetts agents, is located in Worcester, MA and with this latest announcement will offer a bevy of new personalized services to agents including:
- Co-branding with agents, such as letters sent to customers on agency letterhead;
- Agency-specific toll-free numbers with personalized agency greetings;
- Custom marketing materials that reflect and reinforce an agency’s brand;
- The ability for each agent to choose the level of service delivered;
- Accounts processed through the service center;
- Constant communication and custom reporting to keep the agencies apprised of customer interactions and changes.
The company says that the aim of its service center is to work as an extension of its agent’s partners’ operations. For example, the company is promoting that all calls will be answered by a “live,” licensed professional and will offer extended service hours for greater customer service. It also offers annual personalized outbound phone calls to every commercial customer serviced by Hanover’s service center. In addition, licensed professionals will now be available to support agencies that receive inquires from potential customers. Hanover’s service center will be able to help agents review needs and provide quotes, as appropriate which the company says results in successfully closing nearly 50% of quotes. Finally, Hanover will also provide disaster recovery to agencies if they ever become inaccessible to due to a catastrophic weather event.
As Kristen Park, vice president of operations explains, “All of our enhanced services were developed in conjunction with our independent agent partners to create a concierge-like experience, which builds on the company’s innovative model and is geared to help enable agents’ succeed. And our unique approach of working closely with agency customer service representatives on structuring our service center support model further demonstrates our commitment to an agency focused approach.”
One agency in Massachusetts that has already been using the Customer Service Center, is the Appleby & Wyman Agency. Founded in 1903 in Concord, MA the Agency currently operates out of three locations in Beverly, Dedham and Westford. Agency Checklists got in touch with Lisa Marciano, CPCU, CIC, Appleby & Wyman’s Senior Vice President of Operation to discuss her agency’s experience in using the Hanover Customer Service Center.
What is the most important thing agents should know about using a Customer Service Center like The Hanover’s?
The service center is a team approach to serving the client, you are not sending your client off to the carrier for servicing. Both the carrier and agent are working together to provide service. It is an extension of our service team.
What are the advantages for agents in using a service/call center like Hanover’s?
It allows the agency to service our clients faster and better. They [Hanover] send out the paper in commercial lines, they will call out to try to round accounts, if we take a call we can send an email to the service center to process any necessary endorsements or follow-up.
Any disadvantages?
Lack of documentation in our agency management system from what the carrier did. There needs to be a way to download all activities from the service center into our system. We can always call the service center to find out what happened by that is not very efficient. Second, they can only service the accounts they write. So if a client needs a certificate of insurance and one policy is with the service center and one with the pool you have to give them two certs.
Was it easy to incorporate this service into your agency?
No, it takes a lot of detail leg work, change in workflow, managing and adjusting to each of the service centers, managing and training staff, cleaning up your database. A carrier service does not solve all of your servicing challenges but it does help with improving efficiencies.
What else you would mention to agents contemplating this service?
There needs to be a procedure in place for any issues that come up from the staff or clients and any challenges need to be fixed clearly.
How much does it cost?
The cost ranges from 1/2 point to 2, maybe 3 points of commission if it is a small book.
What else you would mention to agents contemplating this service?
There needs to be a procedure in place for any issues that come up from the staff or clients and any challenges need to be fixed clearly.
Any final thoughts?
Changing how an agency operates and implementing a service center is a big step , requires some thought, and the acceptance that there will be some glitches along the way. Nothing is perfect!
Agents interested in learning more about The Hanover Insurance Group’s call center can contact:
Rochelle H. MillerNational Account Manager – Commercial Lines Customers service Center
645 W. Grand River Avenue
Howell, MI 48843
Telephone: 517.540.4704
