massachusetts insurance


Spotlight On: Christine Rojcewicz!

chrissy

We have some very exciting news in our office!  One of our very own employees has been nominated as a Massachusetts Association of Insurance Agents 2014 CSR Star!  Christine Rojcewicz, or Chrissy as she is known around the office and to customers, started at MassDrive in July of 2013, and came to us with no experience whatsoever.  Since then, she has quickly learned the ropes and become an invaluable part of our team!  She handles every phone call with professionalism and grace, and always remains calm no matter what situations arises.  We wanted to take a few minutes to chat with Chrissy and find out a little more about her and her job as a CSR rep.

What’s your favorite thing about your job?

My favorite thing about my job is the customers. I love to help others, and being a customer service rep is all about helping others! I really enjoy working together with our customers to find the best solution to any problem, no matter how complicated. I love a challenge!

What’s the hardest thing about your job?

The hardest part of my job, particularly my role as a retention specialist, is explaining tough rate increases to customers. I place great importance in being certain that the insured truly understands their coverages and any reasons for premium changes. Often, the cause of the rate increase is ambiguous, but I always try my best to clarify the specific reasons for the increase, or decrease, not just quote a price without an explanation. Insurance rates are not black and white, and it is important to me that the insured is comfortable with the insurance they are receiving and the reasons for the cost.

 What do you think it takes to be a good customer service rep?

To be a good customer service rep, one needs to have patience and  perseverance. This job is not easy, but it has the potential for fulfillment and forming great relationships. It takes a lot of patience and humility to remain calm and cooperate with a difficult customer, but when the experience is positive for the insured, it is positive for me as well! The feeling I get after finishing a particularly successful call is very rewarding.

 What’s the key to dealing with an angry customer?

Dealing with angry or upset customers can be very difficult, but the key is to empathize. I try my best to put myself in the customer’s shoes and see the situation from his or her point of view. Often, when I do so, the reason for the customer’s frustration and anger becomes apparent, and I can better assist them.

What do you wish all of your customers knew?

I wish all my customers knew how difficult being an insurance customer service representative can be, and I wish they knew just how far a simple “thank you” really does go. My coworkers and I love nothing more than to share with each other when insureds are grateful and provide positive feedback. Often, a little appreciation can turn my whole day around!

In addition to answering phone calls, keeping up with paperwork, and so much more, Chrissy also implements our Renewal Readiness Program™, which monitors our customer’s policies that are about to renew, and will re-quote them if there is a significant increase in price.  She always goes above and beyond to make sure our customers have the most pleasant experience possible, so we’re wishing her the best of luck in this contest, no one deserves it more than she does!

Is Competition In The Insurance Industry Benefiting Massachusetts Drivers?

car

In 2008, the auto insurance market in Massachusetts was deregulated resulting in major changes for both consumers and insurance carriers alike. As more carriers began to write policies in the state, prices initially dropped.  However, prices have since rebounded and now closely resemble what consumers were paying before the industry was deregulated, according to data from the state Division of Insurance.  The question then arises; Is competition in the industry actually benefiting Massachusetts residents?

Recently, an article titled “Auto Insurance Rates Bounce Back Up In Mass.” was published in the Boston Globe.  The article was written by Deirdre Fernandes and she tries to determine whether or not consumers are benefiting from competition in the auto insurance industry by studying year-to-year comparisons of auto insurance premiums.  Before deregulation, insurance carriers typically had the same prices and offerings for their consumers, prompting larger carriers to avoid writing policies in Massachusetts due to the strict regulation of the industry.

After the deregulation, larger carriers such as Progressive and Geico began writing policies with extremely low premiums, forcing established carriers to lower their prices in order to maintain their business.  Since then, prices have risen as these larger carriers have become more familiar with paying out claims in the state. However, it is important to note that according to Fernandes’ article, repair costs and medical costs (all of which factor into claim payouts) are increasing faster in Massachusetts than across the nation as a whole, which also affect premium prices.

In her article, Fernandes quotes Deirdre Cummings, legislative Director of the Massachusetts Public Interest Research Group who said “If you look at rates and rates are going higher, that’s not in the consumer’s favor.”  Fernandes also plays devil’s advocate by acknowledging the fact that because insurance carriers are no longer regulated, they are able to offer unique services to their customers such as roadside assistance and specific discounts relating to bundling policies together, good student discounts, annual mileage discounts, etc.  Fernandes then quotes Massachusetts Insurance Commissioner Joe Murphy who says “It’s clear that the change in regulation has been a win for consumers”.

While Fernandes does address both sides of the argument, Joe Murphy takes issue with her analysis and wrote a response to her article.  In it, he states “Year-over-year comparisons of auto insurance premiums do not provide a sound foundation for commentary about rate levels or the general health of the insurance market.”  Essentially he argues that the increase in competition gives consumers the power to shop around if their premium does increase, making carriers compete for their business.

The competition also encourages insurance carriers to keep their own profits down so that they can keep premiums as low as possible.  In his response, Murphy says “In the five years prior to 2012, auto insurers in Massachusetts reported virtually zero profit from underwriting, the lowest of any New England state during that same period.”

One of the most important things to take away from both articles is that while insurance premiums may be about the same as they were before deregulation, consumers now have options and the ability to shop around if their premium does go up.  The power is in the hands of the consumer, and they are able to purchase policies not only based on price, but also based on coverage, available discounts, additional services, and much more.

As an independent agency, we are proud to work with many top-rated insurance companies including Commerce, Plymouth Rock, Arbella, Progressive, Safeco, Travelers, and Occidental.  We give our customers options when it comes to purchasing their policy and are unbiased in the quotes we provide. Our goal is to find Massachusetts residents the policy that is right for them.  So, if you’re looking to compare auto insurance rates in Massachusetts and find the best policy for you, get a free quote at MassDrive.com!  Our insurance agents are extremely knowledgeable and will work to find the policy that is right for you!

Photo By: TheBusyBrain

Meet the MassDrive Agent: Cassandre!

Meet Cassandre! She is one of our sales representatives at MassDrive, and she is happy to help you find the right Massachusetts auto insurance for your needs. How much does service matter to you? Maybe not a whole lot when buying insurance, but Cassandre believes that friendly, helpful service is a big part of what makes MassDrive so great. She does her best to make sure you feel like you’ve made a call to the right place!

How else can Cassandre and MassDrive help YOU? Watch her video to learn more!

Meet the MassDrive Agent: Shawn

Ever wonder who’s there to help you at MassDrive? Meet Shawn! Shawn is an account manager here at MassDrive and he understands that most people buying auto insurance aren’t exactly sure what they’re looking for or what is most important in a policy. Luckily, Shawn is a great resource when it comes to car insurance – he’ll have you telling him what you need and finding you options in no time.

As he says above, Shawn loves to talk – he had all of us behind camera captivated as he spoke about his experiences with MassDrive. We learned a lot about what it takes to be a great MassDrive agent, as well as a bit about Shawn himself! Watch the video above to learn more about Shawn and MassDrive!

 

Ready for a Quote?
Get A Quote