The

INSURANCE

RECORD THE VOICE OF TEXAS INSURANCE Published Since 1934 • Dallas, Texas May 7, 2009 • Vol. 75 No. 10

Big “I” Reveals Survey on
2009 hurricane Response

AUSTIN—Insurance companies responding to hurricanes Dolly and Ike were given generally good marks by independent agents along the Texas coast in a recent member survey by the Independent Insurance Agents of Texas (IIAT), but agents were quick to point out communication flaws and delays that angered customers. Nearly 100 agents responded to the survey evaluating 60 companies adjusting claims in Texas’ coastal counties. The questions dealt with claims response time, communications, coverage interpretations and adjuster force.

Caught Between the Two “As the liaison between insurance carriers and coastal policyholders, independent agents are often the first-hand

responders to insurance needs during a disaster. After a volatile hurricane season, it’s important our agents assess the claims-handling performance of top carriers and make improvements for next year,” said Garry Kaufmann, IIAT president and president of Galveston Insurance Associates.

Rating Criteria

Agents were specifically asked to rank insurers based on (1) interpretation of policy provisions and calculation of claims amounts; ( 2) timely response to policyholders after a notice of loss was submitted; ( 3) response to follow-up contacts; ( 4) ability to advance additional living continued on page 5

Congress Asked to
Get It Right by Big “I”

In This Issue

Senate Passes SB 14; TWIA
Funding Crawls Toward Adequacy 3

Property-Casualty Insurance Market Stable,
Targeted Modernization is the Prudent Approach to Reform

Think of e-Mails as Postcards, Says ACT

Troubled Insurance Industry is Making Changes 10

WASHINGTON—The Independent Insurance Agents & Brokers of America (the Big “I”), testified March 17 before the U.S. Senate Banking Committee in a hearing titled, “Perspectives on Modernizing Insurance Regulation.”

ICT Aids Southeast Texas Task Forces

J.D. Power and Associates Reports: Customer Retention is Critical 15

Spencer M. Houldin, an independent agent from Connecticut, chairman of the IIABA government affairs committee, and the Connecticut representative on the IIABA Board of Directors, testified on insurance regulatory modernization on continued on page 5

SELLING STRATEGIES:

Put Your Sales Manager to Work 17

Despite Rough economy — Credit Scoring Benefits Consumers 18

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