An Open Letter to Insurance Agents: Protect Your Clients, Protect Your Business

In the meantime, if you don’t know who I am, my name is Scott Miller. I’m the owner of TheGrowthLeague.com, and I make these videos because I’m passionate about helping restoration professionals across the country become more profitable, reduce business chaos, and build something that they can either sell someday or feel proud about passing on to the next generation.

So, what am I talking about? What’s happening in the insurance world that I’m seeing through my work with reps nationwide? It’s no surprise—if you’ve seen the news—that premiums are skyrocketing, carriers are pulling out of markets, non-renewing, dropping clients, and people are opting for higher deductibles more often just to save on premiums. 

So how does this apply? Well, agents who care about growing their business, retention, referrals, and getting new clients are encouraging their clients to reach out to them before dialing the 800 number or filing a claim. Why? Because these agents understand that they have to provide value to their clients. They realize that, increasingly, people are buying insurance online. So if a local agent doesn’t offer value, why wouldn’t clients just buy insurance online?

Another factor is that with high deductibles, it doesn’t make sense for clients to rush into filing a claim. Agents are advising them to contact a restoration company first to assess the situation and see if filing a claim is truly necessary.

If you don’t know what a CLUE report is—CLUE, like Carfax for houses—you can do a quick Google search, or I have two articles on it. Send me an email, and I’ll be happy to share them. A CLUE report includes a record of all claims, including something called a zero-paid claim. If a client files a claim that ends up below their deductible, it still gets recorded, which isn’t beneficial for anyone.

Here’s another thing: when a client has a claim, it’s a big opportunity for an agent to shine. It’s really the only time they truly need you. Sure, they rely on your advice for choosing coverages and building their homeowner’s policy or auto coverage, but during a claim, they need someone to talk to. 

So, agents who are serious about growing their business are encouraging their clients to call them first. They can advocate for them during the claims process. Carriers have tightened their budgets, which everyone has noticed, and clients need an advocate. Working with a restoration company that acts as your eyes and ears can keep you informed on how your client feels about their claims experience. Are they getting the service they need, callbacks from adjusters, and fair estimates to complete repairs and restore their property?

If you’re unaware of what’s happening or aren’t receiving updates from the restoration company, it could be because you don’t have a relationship with them. If they aren’t reaching out to build that relationship, take the initiative to reach out yourself.

Ultimately, it’s about protecting the relationship you’ve worked so hard to develop. Acquiring new clients is no small feat. I can imagine how difficult it is to build your book of business and retain it. When it’s time for a claim, taking those extra few minutes to get involved can make all the difference. Don’t just send clients to the 800 number—engage a little more. Not only will it benefit your business, but it also provides the client with the service they truly deserve.

If you have any questions, don’t hesitate to reach out.