How customer service drives broker growth | Insurance Business Canada
How customer service drives broker growth
Award-winning firm focuses on providing first-class client experiences
A brokerage’s success is often attributed to factors such as robust policies, innovative products, and market acumen. But another overlooked but significant driver of growth is exceptional customer service.
Insurance Business Canada’s 5-Star Brokerages of 2023 have showed that providing first-class client experiences is key to a firm’s continued expansion.
One of the brokerages recognized for its commitment to customer service is Alberta-based Lake City Insurance, which ranked 10th on the list.
Since its establishment in 2019, Lake City Insurance has achieved remarkable success by taking a customer-centric approach.
“I’ve been in the industry and this community a long time, and [our success] is about reputation and providing great service,” said owner and partner Pamela Leniuk. “My staff and I have built most of our book from client referrals.”
Anchored by a five-person team, Lake City Insurance has achieved several milestones in 2021 and 2022, including a 52% surge in clientele, a 53% upswing in revenue, and a 54% expansion in policies.
A hallmark of the service provided by Lake City Insurance is the emphasis on seamless communication, as clients are actively encouraged to initiate policy changes or engage directly with a broker for advice.
Lake City Insurance is also committed to 24-hour turnarounds when it comes to customer requests.
“We pick up the phone, and many of our competitors don’t, so there’s a personal touch when customers call,” said Leniuk. “There’s no automated service or call centre.”
Learn more about Lake City Insurance and the other winners of Insurance Business Canada’s 5-Star Brokerages 2023 by reading the full report.
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