Kelly Frontroth, API, AAI, CPIW
2012 SC Outstanding CSR of the Year Award Kelly Frontroth, API, AAI, CPIW of Hutson Etherredge Companies in Aiken has been named the 2012 SC Outstanding Customer Service Representative of the Year. This award is the highest honor in our state for insurance customer service reps who have distinguished themselves through contributions to their industry and profession. She will be recognized at this year’s annual convention awards banquet.
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Once nominated, Kelly was required to write an essay from the following prompt: Given the emphasis that many of your clients place on price, identify and explain four important actions your companies have taken, or could take, to help you and your agency become more competitive.
(Winning Essay)
he answer to clients who place emphasis on price is easy: offer competitive rates. But wait. What would I be asking my clients to give up? Insurance is a business, and by both business and regulatory standards companies must remain profitable and be able to fulfill their obligations to pay claims. So how can a company remain profitable, fulfill clients’ needs and help my agency to become more competitive? The first action for a company to take is to make sure they find stability in the market. It negates the point of having competitive rates if those rates are developed just to get the customer in the door. Competitive rates must remain competitive. Clients understand rate increases, but they will not tolerate rate explosions.
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South Carolina Agent & Broker • Fall 2012
A company must develop products with competitive pricing. After stability, this is the secondmost important action a company can take in helping an agency become more competitive. Different clients have different needs. Times have definitely changed from “one product fits all.” There are clients who want to be covered for whatever may occur. Many personal lines companies have implemented an accident forgiveness or minor-violation forgiveness program. This coverage may be built in or added as an endorsement. The charge is made on the front end, and clients do not experience a large rate increase when an accident or violation occurs. Other clients are willing to retain more exposure for better premiums. Credits are a great way for premium to be reduced for a client