Service After the Sale
AFM relies on our network of independent agents to recommend our products to clients for their coverage needs. Once an application is processed and a policy is approved and issued, that partnership is far from over.
As technology has advanced, insureds have become accustomed to handling many tasks themselves. For example, items such as signing up for automatic payments or downloading a copy of a declarations page can be taken care of entirely by insureds via the AFM website or mobile app. This do-it-yourself mentality can lead to confusion on where to turn when additional resources are needed.
A great rule of thumb is that the writing agent should always be the first point of contact for an insured. AFM’s agents are responsible for servicing their existing book of business, and being appointed with us means that they are a representative acting on behalf of our company. Anything that an insured would need help with should be facilitated by their agent. This includes explaining policy coverages, discussing the filing of a potential claim, and handling endorsements such as mortgagee changes or adjusting coverage limits.
Of course, agents don’t always have the answer readily available for every question that a client may ask. In those instances, agents are encouraged to reach out to AFM staff for further information. We will be more than happy to assist our agents with providing excellent customer service to our mutual clients.
Many insureds call AFM first when they have a question about coverage or need to request a change be made to their policy. Although it is our name and logo at the top of website or on the policy documents, the agent’s name, address, and phone number are also prominently displayed. AFM not only desires to foster the important agent/client relationship, but we also want to eliminate any conflict of interest.
While our employees take pride in being as helpful as possible, there are many things that we cannot directly assist insureds with. In those situations, our staff must refer them back to their writing agent. AFM staff is not permitted to give coverage advice to insureds or engage in any other activities that would be viewed as servicing an insured’s policy. Insureds are welcome to contact AFM directly to make premium payments, if they are ready to file a claim, or to discuss a claim that has already been filed.
While AFM can directly assist with a small portion of insureds’ needs, we strongly feel that creating and maintaining a meaningful relationship between agents and insureds is key. We encourage our independent agents to become “one-stop-shops” for their clients and to be their first call for everything insurance related.
