According to a study by American Express https://learn.g2.com/customer-service-statistics, one in three customers say it only takes a single experience of poor customer service to make them switch companies. Today’s customer has high expectations, and customer service is more important than ever.

Insurance agents often face specific challenges in delivering great customer service. Buying insurance can often be a fraught experience for customers; terms can be confusing for the uninitiated and it can be difficult to understand pricing.