Andy Neary argues that insurance companies must earn advisor trust by retaining customers and delivering an experience customers didn't expect. He emphasizes staying focused on being the best, not the biggest, and leaning in during critical moments like when a procedure might be canceled.
Chapters
If you're looking for the best, we're going out every day. When we look at trucaptive, we look at things like when you trust us with that person that is your customer, it is our job to retain that customer for you because that's how you put food on the table. It's our job to keep them. You just place something that is your livelihood with us, and that's a responsibility twofold. Our responsibility too is to provide that experience to that customer so they have an insurance experience that they have not experienced experienced yet before that they don't believe exists. And it's just basic common sense. But the idea is you're going to get a company that is focused on being the best, not being the biggest. When somebody is at a procedure and for some reason there's a static where they can't get the procedure done and they're about to cancel the surgery, we're going to be there. We're not going to run, we're going to make phone calls. We're going to be in person if we need to be. You're going to get somebody that is so dedicated to leaning in. I don't think you're going to find somebody else that is that addicted to being a partner than we are. So again, if you're looking for the biggest, that's not us. You're looking for the best. We're going out every day trying to get better so we can continue to be that person in the market that says, hey, we're here. We deliver year over year rate stability, we deliver great customer service and experience, and we continue to be in the market of learning new things and new ways to deliver a better experience and not resting on the fact that really what we have built doesn't exist in the market today. Well, let's build the next thing for tomorrow so we can be prepared to usher in the next tool or technology that will help embody what we've built before in the next.