It’s that time again, where Mercury decides to hike rates when policies come up for renewal. So, here I am shopping again. I did this three years ago and was dismally disappointed to stay with Mercury because, even though they’d gone higher, everyone else was higher still.
Last week I started shopping for insurance. I had predetermined that if AAA could beat Mercury’s price that I would go with them, so I submitted a quote request on their website. I would have thought that would kind of make me a “dream lead.”
Within 2 minutes, I had a call from an agent out of an office 25 minutes north of me. I called him back a couple hours later, provided him with the coverages that I had with Mercury and asked him for an apples-to-apples quote as a starting point, and told him that after I had that, I wanted to go through my limits and tweak things.
He did not give me an apples-to-apples quote, he gave me what he thought I should have as coverage, or maybe what he thought would make the most of an impact. So, when he called me back, I again told him what I wanted and made him play with the amounts until I had something close. But he STILL didn’t give me an apples-to-apples comparison.
So I emailed him the Excel spreadsheet I was using to break things down for myself. He expressed shock that I had created such a monster, but I hoped that he would see that I was serious when I told him what I wanted.
Then after going back and forth a few more times, this week he called me and I still had questions that weren’t being set to rest, and he started in on me with a close. I busted him on it. I said, “Look at you, trying to close me!” He said, “No, no, I’m not trying to close you, we’re not commission, I have no reason to close you. But, come on, either you’re going to do this or not” Surprised, because I’d already told him what I wanted, I said, “Here’s the deal, I’ve already decided I’m going with AAA, but I still have unresolved questions on the quotes you’re giving me.” He said, “How about I send you over the contract and you give me your credit card and I’ll collect payment.”
He emailed me the contract and, somehow, the cost of the home premium didn’t match up with any of the quotes he had given me. Also, he had William’s name wrong on it, he had both of the adults listed as “homemakers” and a couple other minor details were wrong. Nothing that would impact the numbers, but insurance policies aren’t “just” about numbers. So, I called him and told him to revise it and requested he explain the discrepancy in the amount. He said,”Oh, those details don’t matter… and, remember? We changed the content overage amount, that’s why the premium is different.” I did not remember that, because I had told him to take the contents coverage down, so how on earth could the premium go up?
So, today I took my binder with all my research, my Mercury policies, the 5 different quotes that the agent had sent me (because apparently my request for apples-to-apples was too complicated for him), and walked into the AAA office that’s 1.5 miles away from my office and sat down with a broker there. We went through it all, line by line. He resolved my questions, found why the premium was higher on the home policy vs. the quotes (the other agent had erroneously increased a percentage in a drill down screen to 25%, when it should have been 10%), as Detailed Agent was going through it all, he corrected William’s name, and then nonchalantly changed it to all capital letters to match the other lettering… and, that right there? I slammed my fist down on his desk and said, “SOLD!” Because that kind of attention to detail is the kind of guy I want handling my business. He laughed at me and told me it would have bugged him if he hadn’t. And when he said that, I figured that maybe we could even be friends!! ha
Even though I initially was there to only get clarification, after Detailed Agent found the discrepancy, he told me, “We’re commission based, so I can’t take this over, you would need to go back to Top Agent guy.” I said, “Well, now that you’ve found that discrepancy, plus all the other things, I want to switch to you.” I guess this isn’t normally something that happens, because Detailed Agent had to get clearance from his supervisor to proceed with it, and he could only proceed because I hadn’t actually signed anything.
Morals of the story:
Pay attention to details — this is important for both parties.
If you can’t close a deal, figure out what’s unresolved and address it.
Don’t be lazy when completing paperwork. Take the time to do it right. The boxes may not matter in the whole scheme of things, but it matters to me when reviewing it.
If someone asks for something specific, either deliver it or explain why you can’t — and don’t theorize or make something up.
In no case is it OK to presume that you know what’s better for me.
As a client, I’m looking at the details. If I find something wrong, I’m going to wonder what else might be wrong that I can’t see. And I will investigate it until I find it. Something tells me that Top Agent Guy is going to be pissed about this.