Over the last decade or so two very different customer-service models have developed in the group insurance business: a call-center model, where everyone dials in to a central toll-free number, and the local office model, where carriers staff offices with full-time professionals who service accounts.

The Standard opted for the local office model, because it offers our producers and policyholders some big advantages over call centers:

Expert Resources

"The people in our local sales offices tend to be long-tenured," said Mark Turner, Director of Field Learning and Development. "Not only are they experts, they're also plugged in to all areas of The Standard, so they can more quickly address and direct questions regarding claims, underwriting, legal issues or marketing support."

Local Connections

"Relationships mean a lot to us," said Terri Patella, Field Service and Underwriting Manager in The Standard's Manhattan Employee Benefits Sales and Service Office. "And our people know how to get things done to help producers."

Reliable Backup

"Our goal is to make the producers as efficient as possible," Patella said. "We'll do benefit fairs for them, conduct enrollment meetings to improve participation in a voluntary case or handle questions about a plan."

That's a lot different than what happens if you have to call into a carrier's central 800 number. "You don't know who you'll get, and how much that person will know about you, your client and the case," Turner said.

Long-term Perspective

When it comes to analyzing case experience, you can tap into the wealth of knowledge in your local office. "The sooner you loop us in, the better we can meet the customer's ultimate needs," Turner said. "Our long-term pricing and support strategy will keep your customers from churning carriers every two years."

The next time you have a group disability, life or dental case, don't hesitate to contact your local office. We might be able to offer a unique solution you hadn't thought of.