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Contact with underwriters important for customer service representatives at small businesses


According to a recent study conducted by an insurance company, 98 percent of customer service representatives at small businesses believe access to underwriters who work on small business insurance policies is either important or very important.

The survey also showed 94 percent of small business customer service representatives believe underwriters have a true understanding of what they do, showcasing the strength of relationships between businesses and their insurance carriers.

"While our business has undergone tremendous changes in recent years as a result of technology, one thing has remained the same - personal interaction with knowledgeable underwriters is a key component to doing business," said Michael Keane, an insurance expert.

Frequent visits and calls were found to be the top means of communication between carriers and customer service reps, beating out emails, company newsletters and internet postings.

Excellence in customer service for insurance companies can lead to accolades from the J.D. Power and Associates Customer Service Roundtable, which has honored 50 companies this year as Customer Service Champions.

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