One bad claim experience can send a great client packing. Watch today’s episode.

Why do clients leave? You know, I've seen it happen. Everything could be good with an agency and a client has one bad claim experience and all of a sudden RFP goes out or they're looking for another broker. Why does that happen? I think a lot of producers who are on the, you know, who have those clients, who are making the commissions on those clients, that baffles them. Like, wait a second, you're leaving? Why is that one bad claim experience so impactful on that client?

Because I think at the end of the day, you know, insurance is sold on a handshake and a promise. A lot of times, these producers go into these people's offices, and they sit across from somebody, and they say, "Man, something bad happens, you're gonna be taken care of." And then something happens, and they're not taken care of because it's possibly not covered, you know. I think a lot of times, customers leave, not necessarily because of a bad claim, but possibly because their producer or agent has not fully explored the account. To see the coverage gap, or doesn't understand the industry well enough to be able to set proper expectations for how things should move forward.