SPECIAL REPORT
5-STAR BROKERAGES
THE VALUE OF EXPERTISE BRIDGING THE gap between the client and the carrier, insurance brokerages are an important cog that keeps the industry running smoothly. And even amid hard times and hardening markets, many brokerages have been able to distinguish themselves by going the extra mile for their clients. To uncover these standout brokerages, IBA surveyed hundreds of clients on what they look for in a brokerage and how their own brokerages rated in six different categories. Overwhelmingly, the most important factor for insureds when choosing
a brokerage is customer service. For Jeff Arnold, CEO of 5-Star Brokerage RightSure Insurance Group, that all comes down to the customer journey. Whether they’re communicating with clients via phone, web chat, email or text, Arnold says, RightSure employees do what they can to maintain a customer-centric focus and deliver a topnotch experience. “We like to say that the experience you have with us will be such an exceptional, unmatched experience that you’ll not only buy from us, you’ll tell your friends, too,” he says.
“Our people are the greatest and most highly educated group of insurance geeks you’ll ever meet” Jeff Arnold, RightSure Insurance Group
WHAT ARE INSUREDS LOOKING FOR IN A BROKERAGE? Customer service
98% Product knowledge
97% Getting the best possible coverage for their requirements
97% Speed in fulfilling requirements
95% Ability to get the best deal/pricing
95% An understanding of their business
95%
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Cheri Amaro, COO of another 5-Star Brokerage, The Liberty Company Insurance Brokers, agrees that communication is paramount. “We have an environment where there will always be growth opportunities on new products and coverage in the marketplace to remain at the forefront of industry developments, and we pass this knowledge on to our clients,” she says. “We also encourage calling clients over emailing as the main form of communication to better understand their needs and forge deeper relationships.” Robert Holmes, president of 5-Star Brokerage Spectrum Weather and Specialty Insurance, says his company’s goal is “to make the process of acquiring a weather insurance policy as easy as possible for our clients, while making sure that all questions are answered and any concerns are addressed.”
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