In a Time of Uncertainty, We Remain Certain of Independent Agents

Seattle, WA, April 29, 2020 In this open letter to the independent agent channel, Liberty Mutual Small Commercial and Safeco President Tyler Asher outlines how carriers and agents are navigating this turbulent time together

There is no doubt that our nation faces unprecedented circumstances.

COVID-19 is now at the center of our collective lives, with its impact blurring all lines, professional and personal. Moving the nation’s economy forward is complicated, and many of our friends, families, neighbors and communities need extra support during this challenging time. With the needs of so many front and center, this is the time for the independent agency system to come together and do our best for our customers and each other. It is with gratitude that I say that together, we are stepping up to make a difference.

I’m impressed by how independent agents are responding to this crisis. More than ever, agents are going above and beyond to deliver the value and protection our customers have come to rely on. Some agencies I’ve talked to already had a business continuity plan in place with upgraded laptops, monitors and VOIP to shift quickly to a work-from-home environment. As the old saying goes, fortune favors the prepared. I’m especially excited to see that the entrepreneurial spirit embedded in the DNA of agents across the country is alive and thriving. Agents have always found ways to adapt, and this time is no different.

Some agents are hosting zoom calls and webinars and creating visuals for their clients that focus on key aspects of the stimulus package and various carrier responses. Agents are reaching out to customers on social media to remind them that they are open for business, using whatever method the customer prefers. One agent researched changing call response rates and switched their workflow so calls for policy reviews happened after 3:30 p.m., when people are more likely to pick up the phone. Agents everywhere are doing their best to help clients by reviewing and modifying coverage where it’s needed and keeping up to date with carrier refunds and resources for customers.

Carriers are stepping up as well. National and regional companies are providing some relief to struggling customers, whether through premium refunds or late payment policies. For example, Liberty Mutual and Safeco have provided 15% refunds of two months’ premium for both personal auto policies and small commercial business owner policies, and we extended coverage to personal vehicles used to deliver food or medicine, among several other actions. Many carriers are providing agents regular updates and resources on COVID-19 and its impacts. Some agents are taking advantage of our free emergency call center service to help them stay operational.

I’ve also heard heartwarming stories about agents finding new ways to support their communities.

In one outstanding example, Rick Baker Insurance in Boulder, CO, delivered 300 lunches in one day for frontline workers at the Boulder Community Hospital. The hospital cafeteria is closed due to COVID-19 and safe meals for employees are a big issue. A local deli partnered to support the event by providing 300 lunches at cost. The agency staff also delivered lunch for all county Urgent Care locations on several occasions.

Examples of similar good deeds flow across the country. Independent agents have shown a clear sense of urgency to meet the need of the moment, and I couldn’t be more proud to be associated with you and your compassion. That’s why Liberty Mutual and Safeco have put $1 million dollars in the hands of independent agents to nominate local non-profits for $5-10 thousand dollar Emergency Community Grants. Together, our impact can be profound for those who need it most.

As for where we go from here, I can’t say with any certainty what the world will look like in the coming weeks and months. What I can say is that through it all, carriers and agents will come together to move forward thoughtfully and with urgency. At Liberty Mutual and Safeco, we promise to act quickly, remain good partners and continue to be a champion of independent agents.

I know our best days are ahead of us because agents have proven time and time again that the entrepreneurial spirit continues to win. We will thrive together.

Stay safe and be well!

Tyler

Topics Agencies