Client Expectations & E&O Claims

For many professions, not meeting client expectations is not just bad service, it can translate to a lawsuit and trigger professional liability insurance. Insurance agents are no different. An article in American Agent & Broker talks about client dissatisfaction and insurance agents E&O claims (see here). The author suggests instituting a process with agents and CSRs for surfacing client issues to management. In addition to making sure the client service issues are adequately addressed, this proactive approach provides a forum...