Farm Bureau Insurance Compliment - Customer Service by Independent Agent

Review by Doc J on 2006-05-30
Normally, I hope insurance industry workers have relatives who are pimps or drug dealers...that way their children will have someone to look up to. Here's a wonderful exception...
My elderly aunt found herself facing the "deadline" for siging up for Medicare Part D (drug coverage). I am not a fan of this handout program.
Auntie called her Farm Bureau agent several months ago with questions about the coverage and the available plans. Her agent told her he would look into Farm Bureau's plan and contact her with a recommendation. Auntie fell through the cracks at the insurance agency. A day before the deadline she called to remind the agent of his promise. The agent was out of town, overseas on vacation. The agent's employee called the agent. The agent called Auntie with a recommendation and told Auntie to show up at his office later that day to complete the paperwork.
Auntie lives on a highway undergoing road construction. She lacked confidence to drive through the mess and she called the agency with her regrets that she had "wasted" everyone's time.
One hour after her call, the insurance office called Auntie, a staffer was on the way to pick her up and give her a ride to the office so she could meet the Medicare deadline...the vacationing agent "insisted" the employee do so.
This is not just "customer service". This is showing value for one's customer. It more than compensated for his previous oversight. It was entirely unexpected, unique, and individualized.
The kindness arose from a long-term relationship between an agent and a client.

Not dealing with "call center chimps" has great value. And yes, paying more is sometimes the price of real customer service.

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