As a major critic of insurance in general, I make special note of industry specialists who do the job right—especially when it comes to details.
Despite lackluster experiences with most insurance companies themselves, I’ve had great success working with agents who understand my consummate demand for competency, trustworthiness and responsiveness.
Dan Mahoney and his company, Insurance Group of Denver (IGDenver)—an independent insurance agency—are exemplary of my positive experiences.
The original referral came from a longtime agent confidante, Joe Blakely. It has stood the test of time. Starting with auto insurance, IGDenver also now handles my property insurance.
Dan and his people always handle the details in ways that make me feel they have my back. That said, I’m a realist. I haven’t had to make a claim, and I don’t know that the insurance company carrying the policy will satisfy me—but I believe Dan and his people will do everything they can to ensure the best performance possible.
A recent outreach from IGDenver associate Kathy East shows the attention to detail. Upon review of my policies, she had determined I could save some money with comparable coverage. She reached out to see if I was interested. Gee…save some money…I dunno?
Of course, I took her up on the offer. She handled the transition seamlessly with full communication and clarity.
But, why would I expect anything less? Once upon a time, I encountered Dan’s new answering service and didn’t like the way they handled my call. I told Dan, and the situation got fixed pronto. I’m sure I wasn’t the only person with an issue, but I felt as though I was. Needless to say, that scores many brownie points in my book.
It is so comforting to work with companies that just do the job right, handle the details fully and in a timely way, and work to let you know they have your back.
That’s why, despite getting deluged with insurance offers from other companies, some of which may save money, I don’t even do the comparisons. When it comes to having someone in your corner, money is secondary to getting customer service that covers all the bases.
As someone with a keen nose for BS, self-aggrandizement and marketing promises lacking performance, I looked closely at Dan’s website bio, which states in part: “Dan’s approach to insurance is simple: make insurance easy to understand, help his clients find real value for their premium dollar, and always put the best interests of his clients first. Dan takes pride in finding the best options and being a trusted resource for his clients.”
Yeah, he nailed it. All accurate, consistent…and comforting.
Legendary basketball player and coach John Wooden said, “It’s the little details that are vital. Little things make big things happen.” When it comes to customer service, those little details can make or break a company. That little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review.
Mark Lusky is a veteran writer, storyteller and author, with 40+ years of public relations, advertising, marketing and journalism experience.