agent alliance xyz disaster recovery, inc. —we connect agents to their insureds. “all rights...

AGENTALLIANCE

XYZ Disaster Recovery, Inc.

—We connect agents to their insureds.

Ó “All Rights Reserved” Delta Business Solutions

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What’s in it for me?

When clients recognize that their agent is their

most vital source for controlling risks in their

home, they become committed to the agent

in ways that conventional

advertising and marketing could never

elicit. 2010 “All Rights Reserved” Delta Business Solutions

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Key Objectives of Alliance

Decrease Claims Ratio Prevention

Increase Client Retention Define & control customer experience

2010 “All Rights Reserved” Delta Business Solutions

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Key Objectives of Alliance

Create Customer Engagement Agent is vital source beyond the

insurance purchase

Increase Sales Create a path to additional offerings


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The Customer Experience

Expectations – Reality = Experience


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Expectations – Reality = Experience

Who controls the customer’s Expectations? When they make the toll free call to the

carrier? When they call the Agent or XYZ?

Who controls the customer’s Reality? When they make the toll free call to the

carrier? When they call the Agent or XYZ?

Who controls your Customer’s Experience? 2010 “All Rights Reserved” Delta Business Solutions

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Let’s make sure it’s you!

Who’s controlling your Customer’s Experience?


AGENT ALLIANCE

Crafting the Customer ExperienceÓ “All Rights Reserved” Delta Business Solutions

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Media Program

Ongoing Strategies


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Reduces claims, engages agent/insured

Prevention Videos


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Media Program

Prevention Videos Short videos with prevention & safety tips Personalized Agent introduction to video Posted to private web interface for

exclusive access by Agent’s clients


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Reduces claims, engages agent/insured

Prevention & Maintenance Tips [Mailers/Email]


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Media Program

Prevention & Maintenance Tips Prevention tips and education for clients Agent contact information is on front of

sheet May be emailed or snail-mailed to customer

list


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Staff Training- Property claims handling checklist & tips

Ongoing Strategies


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Products/Reminders Water shut-off reminder tags Museum wax Fire extinguishers, CO Alarms Stainless braided supply hoses,

laundry hoses

Ongoing Strategies


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Questionable Claims(No coverage or below deductible)

Claims Strategies


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Questionable Claims

XYZ performs initial inspection/assessment

XYZ generates Preliminary Assessment Invoice

XYZ informs client of potential non-coverage or deductible limitation and reviews services

XYZ informs client that, although normally billable, Agent has covered the cost of Invoice

Client is given recommendations and resources to repair the damage


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Typical Claims

Claims Strategies


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Typical Claims

XYZ makes initial assessment of damage & determines client’s emotional issues

XYZ may provide Homeowner Policy Information Sheet to educate clients on coverages


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Insurance Information Sheet


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Typical Claims

XYZ makes initial assessment of damage & determines client’s emotional issues

XYZ may provide Homeowner Policy Information Sheet to educate clients on coverages

XYZ sets up email loop for job so agent, owner, adjuster, and others may stay informed

XYZ contacts agent regarding: cause & extent of damage and emotional concerns of insureds 2010 “All Rights Reserved” Delta Business Solutions

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Typical Claims

Emotional EngagementWe recommend that Agents contact the

insured to review causes & extent of damage, acknowledge insured’s emotional concerns, offer additional service.

We have found that this emotional engagement solidifies relationships and ensures customer loyalty.


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Large Loss Claims

Claims Strategies


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Large Loss Claims

XYZ follows processes of typical claims with some variations

Agent to participate in project ‘kick-off’ meeting

Agent invited to other critical meetings XYZ posts documents to site at Box.net

allowing access to all parties involved in claim


25 After-the-Claim Strategies


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Satisfaction Survey

XYZ conducts a survey at the close of claim: Assesses client’s satisfaction with the

experience (expectations vs. reality) Employs questions to reinforce client/agent

relationship Prepares insured for follow-ups by agent for

referrals, additional coverage, & policy upgrades/review


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Gift Delivery at Completion of Claim

Agent & XYZ deliver gift of safety equipment at the close of project (i.e., fire extinguisher, CO alarm, braided supply hoses, etc.)

Reinforces Agent/Insured relationship, builds loyalty, opportunity for referrals


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Open House Celebration

On claims where the insured family is displaced from home for weeks or

months: Arrange open house to celebrate the

completion of project and to welcome client back home

Homeowner has an opportunity to thank everyone involved and show remodeled home to neighbors

Agent has an opportunity to get referrals and build relationships by showcasing the restoration of the insured’s property


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Objectives vs. StrategiesAre we winning? [Expectations-Reality=Experience]

Decrease claims

Increase client retention

Create customer engagement

Increase sales

Media Program Training Products/Reminders Findings/Recommendations

Report Invoice Homeowner Policy

Information Sheet Emotional Engagement Kick-Off Meetings Satisfaction Surveys Open Houses

Alliance Objectives Key Strategies


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XYZ promises the exclusive value services included in today’s presentation to the Alliance members. Only a limited number of agents participating in the Alliance will be offered these services.

Membership Promises - XYZ


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Member Agents promise exclusive referral of all incoming claims to XYZ for claim management, remediation, & repair using the Alliance strategies.

Membership Promises - Agents


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We look forward to mutually sharing in the benefits of our Alliance.

WELCOME ABOARD!

XYZ Disaster Recovery Inc.


agent alliance xyz disaster recovery, inc. —we connect agents to their insureds. “all rights...

Documents

customers experience

questionable claims

customer engagement

deductible claims strategies

control customer experience

agentinsured prevention

customers expectations

customers reality