Imagine a customer calls to tell you their house has burned down. They’re distraught, overwhelmed, and they need insurance guidance. Your response in that moment can mean the difference between earning a customer for life or losing them to another broker.
What Would You Do?
Blake Barto is Vice President of Ryan-Dittmann Insurance, an insurance agency that offers personal and commercial coverage and is part of Heffernan Network.
Early on a Saturday morning, Blake encountered this exact scenario. His customer had just experienced a devastating house fire. The home was destroyed and the loss needed to be reported to the insurance carrier. The customer was terribly upset, as anyone would be after such a devastating experience.
Blake had two options. He could tell the customer how to report the loss using the phone number or online claim reporting system. Or he could step up and take care of things. Blake chose the second option.
Taking Care of Your Customers
Blake immediately took the following steps to assist his customer:
– Sent the first notice of loss to the carrier on behalf of the customer.
– Deployed SERVPRO’s restoration services within an hour.
– Reviewed the homeowners insurance policy terms so the customer understood how coverage would apply.
– Connected with the insurance adjusters to get the claims process started.
“This part of the job can be emotionally tough,” Blake said. “But it’s also one of the most rewarding parts of what we do. Being able to stay calm, talk to the entire family on speakerphone, and reassure them not to worry about the insurance side of things made a real difference.”
Later that night, the customer reached out again, this time to thank Blake and the Ryan-Dittmann Insurance team for helping them navigate a difficult scenario.
This Is Why Insurance Exists
Of course, no one wants their home to be destroyed, but the reality is that it might, and that’s why people buy insurance.
For policyholders, a claim is like a test, allowing them to see for the first time whether their coverage is actually worth the cost. A claim is also an opportunity to shine as a broker. By helping your customer through a difficult time, you can prove your value.
“Being able to support people when they’re overwhelmed, scared, or unsure of what comes next truly matters,” Blake said. “I genuinely love working for Ryan-Dittmann Insurance and being part of a team that shows up for customers when they need us most. It makes the hard and stressful days all worth it.”
