How can Evermore Digital stay agnostic?
A broker said to me this week; "but how can Evermore stay agnostic when recommending software vendors you have commercial business relationships with?"
I thought hard on that statement.
"So you think that it's impossible to offer impartial advice to a customer, when having captured their requirements, you present those back to a panel of vendors from whom you will receive varying levels of commission at the point of sale?" I asked.
"Absolutely. You'll just recommend wherever pays you the most commission and will exclude the players you don't have a relationship with" he said.
"I'd have thought you'd know the answer to this" I said with a raised eyebrow.
"Huh?" he said, with a perplexed look.
"Well I'm just following the broking model. They capture client information and broke it to a panel of insurers, from whom they receive varying commissions and profit shares and only present back quotes from the insurers with which they have an agency."
I paused for a beat.
"So really, you better than anyone should realise that the overwhelming desire for me is to place the client with the right provider for their needs, not the most profitable"
"But you work on retainer with some..." he said.
"Absolutely. In some instances we're paid for lead gen activities, like a broker receiving a marketing contribution from an insurer. So, if our model is flawed...so is the insurance industry."
Today he agreed to have me scope out and identify the right platform for his delegated authority scheme and I couldn't be happier.
As much as anything, it's a question of integrity and reputation. If I wanted to simply earn a commission for selling, without consideration of selling the right solution, I would have taken a full time job. Setting up Evermore was a direct response to wanting to make sure I was using the right tool, for the right job and able to give customers the best chance of success.
Money should never be the driver of customer service, but when done right, it will always be a byproduct of doing the right thing.
WRITTEN BY ED HALSEY
Any opinions expressed here are my own and not the views of any of my employers or partners. They are personal views based upon a 15-year career in insurance across underwriting and sales roles at mainstream insurers, consultancy firms and technology providers.