The insurance industry is embracing digital technology, combining the best aspects of the new and old ways of doing business. Being able to access policy information, quotes and claims status online 24/7 allows insurance brokers to be available to their clients all day, every day, even when their offices are closed. However, digital technology will never replace the personal relationship building that can only happen with direct contact. Adam Mitchell of Mitchell & Whale Insurance Brokers wants his customers to have the best of both worlds: a live person to talk to who cares whom they can call them when they have questions or need help, AND access to information when they want it, no matter the hour. See Adam’s interview.
Consumers are increasingly turning to the Internet for their insurance needs. Approximately 71% of consumers research insurance online before they ever pick up the phone. And not surprisingly, mobile devices are playing a bigger role in online shopping. In fact, 40% of consumers use their mobile device to research insurance. People shop online for insurance for a number of reasons. Many like the immediate answers shopping this way provides.
Adam Mitchell is aiming with his brokerage to give clients that immediate gratification, while still discussing options and handling all of the questions that need to be answered before a policy can be written. According to Mitchell, the industry average time between an online customer requesting information and a call back from a broker is 48 hours. At Mitchell & Whale, they’ve trimmed that time frame down to less than 50 minutes and they are aiming for an even faster response time. Says Adam, “the faster the response, the greater your closing rate is going to be.” After all, better customer service is going to lead to more customers and more satisfied customers.
At Mitchell & Whale, we understand that insurance can get a little complicated. If you ever have any questions or concerns about your insurance coverage, we’re here to help–both online and in person. Don’t hesitate to contact us at 1-800-731-2228 or email us at email@example.com. We’re always happy to assist in any way we can!
Want to add to this story? Let us know in comments below! Mitchell & Whale is a fast-growing insurance brokerage in Ontario, striving to make insurance _not suck_ one customer at a time. Give us a call today to discuss any of your insurance needs at 1.800.731.2228.