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Posted by Steve Pieroway on October 23, 2014

The Customer Satisfaction Trap

A recent study by Accenture reveals that, "upwards of 40% of otherwise 'satisfied' auto and home policyholders" were likely to switch insurers. Am I surprised? Not at all.

 

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Posted by Steve Pieroway on April 30, 2014

What is trust?

In the last blog post, I discussed the nature of insurance in terms of how well consumers are able to evaluate the service provided by brokers.

Insurance, especially the more complex commercial environment, is not easy to evaluate. Unless a business owner has a background in commercial insurance, they have no way of telling how well their broker is doing their job. They have to go on good faith, or trust.

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Posted by Steve Pieroway on April 22, 2014

Commercial-insurance: Search, experience or credence?

Pop-quiz: can you tell if your lawyer or doctor is doing their job as effectively as possible? Even after you hear them explain their opinion on something, are you left wondering if it's the right call?

I often am. In fact, I have the feeling of, "I want to trust you, to believe you, but I just can't tell if what you're saying to me makes sense." The problem? I don't have the knowledge or experience to evaluate the service, whether it's a legal opinion or medical advice. 

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