We are so proud of the team we have put together to serve our Pennsylvania and Maryland neighbors with all of their personal and business insurance needs. This month we would like to introduce you to Angela Zingone, CISR (Certified Insurance Service Representative), who shares how she handles customers' personal insurance claims for home, auto, and other personal policies.
How do you support Keller-Brown customers?
Angela Zingone: As a Claims Advocate, I support our customers during a claim. I help them file claims and answer any questions they may have. I also assist when troubles arise or communication expectations aren't being met.
What are some of the most common questions your clients ask you about the claims process?
Angela Zingone: Customers often want to know how long the process is, what they need to do next, and who takes care of what.
Describe the steps customers need to take to file an insurance claim and how it may be different for different types of policies.
Angela Zingone: Step one is to report the claim to me. I will explain the claim process, including how it is paid, and answer any questions. Next, an adjuster is assigned and will be in contact with our client within 24 to 48 hours.
With property claims, I advise customers to take photos and inventory of the damages. Making sure to keep receipts for temporary repairs is another important step. Then I suggest they contact restoration companies to protect their property from further damage.
With auto claims, I explain if they have coverage for rental vehicles and what it takes to get into a rental vehicle. If they were involved in an accident that was not their fault, I explain how the insurance company fights to get back anything paid out on the claim once it has been finalized on our end.
How do you and the rest of the personal lines team provide top-tier service to customers?
Angela Zingone: First and foremost, Keller-Brown has an employee, me, solely devoted to the claims process to ensure the customer has a smooth experience. Many of our competitors are not staffed with someone who is dedicated to helping the customer at one of their scariest moments. I think that's an important differentiator and one of the ways that we really offer a value-add to our customers at no additional cost to them.
I send helpful claim information to our customers explaining the process step by step. I also call the customer afterward to make sure the process is moving and offer any assistance if needed. Most claims move without hiccups, but there are some that I have to get a little more involved in.
The other thing to keep in mind is that when our customers buy an insurance policy, they form a relationship with our agency. They interact with our team for servicing needs, risk management, and guidance throughout the year. Except when paying the premium and until they have a claim, they never interact with the insurance company. So, even if a claim is going well, just having someone you know and trust is very comforting during a confusing time.
"Very helpful and timely. We had a flood starting in [the] bathroom that went through the family room and into the basement. We were able to get immediate service from a restoration company to avoid mold, and the estimate for damages was within a day." -Nicholas Collevecchio
What are specific benefits clients can expect by working with Keller-Brown to file a claim?
Angela Zingone: At Keller-Brown, our clients work with advocates who want to help them get back to where they were before the claim as quickly as possible. We make phone calls to adjusters so clients can get updates and we push to get answers quickly. Adjusters tend to get busy at times and aren't always able to respond as quickly as I like. Also, some customers have difficulty being available during business hours, so I am their voice when needed.
What don't you do as an insurance agent?
Angela Zingone: The most important thing for clients to understand is I don't decide coverage. However, if there are questions of what may not be covered, or if we feel the insurance adjuster may have missed something, I will contact the adjuster and go over policy endorsements. It doesn't happen often, but there are times things get missed. That's why our clients appreciate having an advocate in their corner who makes sure they receive the full insurance coverage they have paid for.
Anything else you'd like to share about the personal insurance lines experience at Keller-Brown?
Angela Zingone: I truly care about my customers and want to make sure they get the care they need. No one likes to make an insurance claim, but when they do, I strive to make the process as smooth as possible for our clients.
Keep an eye out for a future interview with Angela as she shares how she handles Keller-Brown Insurance's commercial claims!
Call Us Today for the Best Coverage at a Competitive Rate
When you get a quote from Keller-Brown, you can rest assured that we do everything possible to find you the best coverage with the most competitive premium. Contact an insurance agent at Keller-Brown Insurance Services today to answer any questions about homeowner insurance or for a free review and insurance quote. As an independent insurance agency serving Pennsylvania and Maryland, we represent several top-rated insurance companies. We have the flexibility to find you the right coverage at competitive premiums for home, business, auto, and more.
