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Posted: Fri Dec 17, 2004 1:35 pm
by goredsox
This is not a big deal but just wondered if anyone has an opionion. A customer is told to remove a hazard on their property or they will be non renewed. The customer refuses to move the hazard and instead moves their insurance. I know no other company will write this account if they know about the hazard. So another agent sends us a "Thanks for the past services letter" and the customer has gotten their way.
We usually just file the account away and forget it when we know either the agent is lying or the customer is lying. Anyone here ever follow through and rat out the agent/customer?
Posted: Sat Dec 18, 2004 12:19 am
by cynsationalinswoman
A complicated question. No, I have never "ratted out" a customer, they usually do quite well themselves. And does it make me any money or goodwill?
If you want to talk duty & responsibility, if the incumbent insurer has issued a recommendation letter regarding necessary hazards to be abated to avoid non-renewal, duties as an agent should be:
1) Document to the client the requirements for renewal with current carrier, timeframe, required proof of completion (usually a copy of the carrier correspondence w/ cover letter confirming that non-compliance results in no renewal is sufficient for initial notice).
2) If there are other markets available to write them w/out abatement of the hazard (I know, it is to laugh), then you should advise your insured that coverage is being remarketed in the event that renewal will not be offered. If they are non-responsive make sure you document your attempts to provide them with coverage through another market. And if you are not able place coverage elsewhere provide a polite close out letter that verifies that there is no policy in force through your agency on their behalf as of the renewal date.
If another agent chooses to write them through whatever means, smile and go after a good piece of business. And just in case, make sure the loss control recommendation is reasonable and achievable. If there are multiple items and the client is trying to comply but needs more time, the carrier might agree to work with them.