Less “gotcha.”
Executive Summary
"Farmers Coverage on a Page" and Farmers Coverage Review sessions are two features of a refreshed approach at Farmers aimed at delivering more transparent insurance experiences to customers. Here, Christine Buxton, senior vice president and head of service transformation, a 23-year veteran of the company, explains how clearer communications—delivered by Farmers agents, in direct-to-customer materials and during moments of claims—build customer trust in the carrier.More “we got you.”
Whether it’s the new website banner, a chorus dressed in light pink singing a jingle on TV commercials, or popups in the middle of articles about insurance (I get a lot of those), the message from Farmers Insurance is clear: Clarity is the idea.
Christine Buxton, vice president and head of service transformation at Farmers, didn’t use the term “gotcha” during a recent interview for Carrier Management’s series on trust in the property/casualty insurance industry. Instead, she observed, “Insurance does have a reputation for fine print, for being confusing,” offering an aspect of the industry that erodes trust and describing a core building block of an ongoing service transformation at Farmers aimed at bolstering it instead.
