OUR SERVICE PLEDGE
OVERVIEW: Strive every day to go above and beyond for our clients. This Service Pledge outlines our minimum guidelines of service. Insurance can be fun, simple, and transparent.
Reid-Hofmann Insurance will use our access to multiple companies and a commitment to quality service in order to provide the highest level of customer service. Our team members are dedicated to the Reid-Hofmann Insurance brand and to our clients. We vow to exceed customer insurance experiences in the insurance industry and wow customers with the ease of doing business with Reid-Hofmann Insurance.
- Work with our clients to identify the insurance and financial services that are right for them. As individuals and business – we will work with the clients to develop a comprehensive insurance plan.
- We will guide our insureds through the claims process and follow up with our clients for a prompt and fiar resolution of all claims.
- We will help solve problems for our insureds – using creative methods and insurance guidelines.
- We will take the time to explain coverages and options to our clients.
- We will balance the amount of information we have with the amount of information our client wants. We won’t clog inboxes or take up too much time. We will be receptive to our clients’ needs.
- We will provide 24/7 access to our customers by utilizing emergency phone numbers, website access, email access, and information for 24/7 carrier numbers.
- We will use our experience with multiple companies to customize client coverage.
- We will develop strong relationships with our carriers by paying attention to submission guidelines and submitting full, complete, and neat submission to all carriers.
- We will process binders in the same day they are received. They will be accurate and complete; paying close attention to the details on the binder request. Remember, a clients’ refinance or new purchase can be stressful – our attention to detail can make it easier for them.
- We will process new vehicle paperwork within 1 hour of it being received. Buying a new car can be a very exciting process – so let’s be a part of that excitement and help make the process as simple as possible.
- We will quote endorsement requests within 24 hours. Whenever possible, we will quote the change for the clients while they are on the phone. Remember, a process completed now not only creates a happy customer, but ensures it is completed and off your desk.
- We will return phone calls and email within 24 hours. Even if that phone call is returned to indicate we need some more time to research options – we will reach out to our clients to keep them in the loop. Remember, being left in the dark can be frustrating. A simple phone call or email can help alleviate that frustration.
- We will sweat the small stuff. Say Happy Birthday. Congrats on the new car. We will take client suggestions/recommendations/complaints seriously. Each time the phone rings or we receive an email, we will respond with respect, courtesy, and use friendly and effective language.
- We will treat ALL customers with respect and courtesy following the guidelines above.