Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry: 1st Edition (Hardback) book cover

Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry

1st Edition

By Les Abromovitz, Hedy Abromovitz

CRC Press

232 pages

Purchasing Options:$ = USD
Hardback: 9781574441505
pub: 1997-10-27

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How can insurance providers boost their image and increase business? Hedy and Les Abromovitz's Insuring Quality takes a hard look at the insurance industry and suggests innovative new ways of improving customer satisfaction, turbo-charging sales and polishing the tarnished image of the industry.

The insurance industry has an image problem. From Woody Allen movies to greeting cards, insurance agents are ridiculed as boring, overbearing pests out to make a quick buck at someone's expense. Recent criminal investigations into some of the nation's largest insurance providers have only made the situation worse. And that's bad news for insurance professionals - for more than any other business, the insurance industry is built on trust.

This book was written by insurance professionals for insurance professionals - so every example in the book is based on a real-life situation. There's no ivory tower philosophizing or impenetrable jargon; just practical advice from two veterans who have examined the true relationship between quality, ethics, and customer service. As the authors say, "Insuring Quality will help your organization solve real-life problems. It's for the people in the trenches…"

Table of Contents

The Relationship Between Quality and Image

Quality and the Media

Perceptions of Quality and Customer Service

Image and Marketing

Replacement of One Policy With Another

Quality and Selling Can Mix

Selling and Customer Service

What Complaints to Insurance Regulators Tell Us About Customer Service

Quality and the Regulators

Customer Service When the Customer's a Crook

Less Than Sympathetic Customers

It's a Small World After All

Rate Hikes and Customer Satisfaction

Difficult Customers and Customer Service

World Class Quality

Mission Accomplished?

Customer Disservice: A Tongue-in-Cheek Guide to Alienating Customers

What Do Customers Want?

Stupid Service Tricks


Swearing Off Customer Service

Consistency in Claim Handling

Worker's Compensation Best Practices

Best Practices for Agents

Timeliness & Customer Service

Accessibility & Customer Service

Waiting for Service

Customer Expectations

Expectations of Bad Service

Fair and Equal Treatment of All Customers

Fair Warnings & Quality

Consistent Coverage Decisions

Customer Feedback and Complaint Handling

Quality Initiatives

Suggestion Boxes

Management Support

Limping the Talk

Barriers to Quality Improvement

This Company Isn't What It Used to Be (and It Wasn't That Great Before)

Recognition of Employees

Employee Satisfaction

Downsizing and Employee Dissatisfaction

Bad Employees

Bad to the Bone Employees and Agents

Proactive Customer Service

Quality Meetings on Quality

Quality Surveys

Quality Relationships

Keeping Internal Customers Satisfied

Quality Versus the Competition


Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Quality Control
BUSINESS & ECONOMICS / Sales & Selling