07/17/14 -- Customer Service at the Forefront

IIABNY Insider
July 17, 2014
'Are We Our Own Worst Enemy?'
Of course the answer should be emphatically no. But a recent incident that thankfully did not involve an independent insurance agency or brokerage employee should cause everyone to review the customer service they deliver. The case prompting renewed attention to the issue involved the recording of a cable company employee's phone call that went "viral" on the Internet. Coincidentally, IIABNY's Member Advocate wrote a column on customer service shortly before the incident occurred. He posted it today.

More about the incident and what our blogger wrote

Trusted Choice graphic
DFS Rejects Workers' Comp Loss Cost Hike
The New York State Department of Financial Services has turned down a proposed increase in workers' compensation premium loss costs, a state organization said yesterday. The New York Compensation Insurance Rating Board's May filing would have hiked loss cost levels by 6.8 percent, effective Oct. 1. Loss costs and rating values will remain at the 2013 levels.

In a four-page opinion and decision, the DFS objected to:
  • Assumptions about the impact of reforms on the values of permanent partial disability claims
  • An increase in the estimated impact on insurers from closing the Reopened Case Fund
  • A change in methodology for arriving at premium development factors
Sharing Houses, Autos Prompt Video, VU Q&A
The National Association of Insurance Commissioners will examine the issues of ride-sharing and car-sharing at a special session during its national meeting in August. In an online video, A.M. Best also reports that some insurance carrier trades groups would like to see NAIC's Auto Study Group address the issue of rating factors for ride-sharing and car-sharing. Meanwhile, Big "I" Virtual University coverage expert Mike Edwards, CPCU, AAI, offers a detailed answer into the question of what's included and excluded under an insurance policy when it comes to sharing and renting homes, as well as ride sharing and "personal vehicle sharing." Read his take
Reagan Consulting Opens Profitability Survey
The management consulting firm research project targets large and mid-size agencies and brokerages. Read on for details
MarketScout: Commercial, Personal Rates Diverge
Commercial insurance rates are moderating while personal lines pricing for homes and autos show a steeper increase, at least temporarily, according to the latest MarketScout pricing analysis. Get the full story
Lightning Injuries: Summer Danger Merits Attention
It is mid-summer, and many areas of New York state have found themselves in prolonged periods in which thunderstorms seem nearly daily occurrences. With thunderstorms often accompanied by lightning strikes, survivors can experience burns and cardiac damage and arrest as well as other long-term debilitating symptoms if they don't heed the warnings. The Federal Emergency Management Agency has published preventive tips you can share with clients they can take before, during and after they experience the rumble of thunder and flash of lightning. See more
Last Chance to Save; Lock in Rate, Benefits by Tomorrow
Here's a quick reminder that the price for the Advantage Profile is increasing from $39 to $49 after July 18. Hurry to take advantage of the lower price for a full year of benefits, including:
  • Unlimited "Get a Quote" and "Find Your Agent" prospects
  • Premium positioning in consumer search results
  • An enhanced profile including contact information, logo or photograph, agency services, social media links and more
Lawyers Offer Insight into Agent E&O Concerns
Want to know what errors and omissions attorneys see as the most common agent errors? How about things to remember when E&O claims occur? IIBA's Big "I" Professional Liability Program and Swiss Re Corporate Solutions have released the results of a survey that provides some great directions on where E&O claims may be lurking and how to avoid them. See the results
Space Limited for Free Trusted Choice® Webinar
Trusted Choice ® will host a 30-minute webinar on the ins and outs of "digital advertising" and how to promote your agency in your local market. Agents that register for the webinar, scheduled at 2 p.m. July 24, will learn how to drive potential leads to their agencies through having a strong online presence. In addition to the already discounted rates, Trusted Choice will give three webinar attendees an additional $500 discount on digital advertising. Winners will be chosen at random. Reserve your space
Tips You Can Use: Protect Secondary Home
Risk manager's newsletter offers some guidance you can share with your insureds with vacation homes or additional residences left vacant for prolonged periods. Read more
The ACORD NY Construction Certificate of Liability -
New one-hour webinar led by Tim Dodge 
7 stimulating sessions, 50+ solution providers, 10 demos, industry future Think Tank, Boomer Esiason keynote  #NYiDAY
How to Sign Up for Mobile Weather Alerts
Severe weather hits all corners of NY. Mobile alerts help keep you prepared...
Ask Tim acknowledges 28-year-old state law requiring non-renewal/conditional renewal notices is still not being followed
Read now

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