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Study: Agency CSRs Prefer Personal Access to Underwriters

At a time when many insurance carriers are centralizing their underwriting models and interacting more through technology, a recent survey commissioned by The Hanover Insurance Group, Inc. has found that agency small commercial customer service representatives and account managers still find direct access to local underwriters extremely critical to doing their jobs quickly and efficiently
April 3, 2012

At a time when many insurance carriers are centralizing their underwriting models and interacting more through technology, a recent survey commissioned by The Hanover Insurance Group, Inc. has found that agency small commercial customer service representatives and account managers still find direct access to local underwriters extremely critical to doing their jobs quickly and efficiently.

“While our business has undergone tremendous changes in recent years as a result of technology, one thing has remained the same—personal interaction with knowledgeable underwriters is a key component to doing business,” said Michael Keane, president of small commercial. “With this in mind, we continue to make investments in our operating model not only to offer access to important technological capabilities, but to provide our agent partners with the access to local underwriting decision makers with authority that they want and deserve.” -more-

http://www.snl.com/irweblinkx/file.aspx?IID=103541&FID=12992647

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