Spotlight Series: The A-team
Hello, Business Owners!
Here at Next Insurance, we’re all about creating real connections with our customers. In that spirit, we’re going to pull back the curtain and spotlight each of our teams throughout the coming weeks. In today’s installment, I thought we would start with the humans you’ll most likely talk to when you reach out to Next!
Annie, Dan and I are the Insurance Advisors, a.k.a. The A-team. A bit about us, (from left to right: Natalie, Annie, Dan) collectively: we are all recent college grads from liberal arts institutions that taught us to challenge norms and subvert conventional methods – in other words, the kind of thinking that might help a startup disrupt an industry that’s been doing things more or less the same way for decades! We’re a group of motivated team players, dream chasers, bubbly people-persons who love the opportunity to talk with our customers about their experiences, to learn with and from them and use the feedback to help our product and company improve.
* * * * *
Hi, my name is Dan!
After growing up in the Northeast, I moved out to sunny California in 2015 to start a new life adventure. My knack for thinking creatively and doing things differently landed me at the design organization IDEO.org, which takes a deeply empathetic and human-centered approach to designing solutions to global challenges. One of my greatest joys is connecting with and understanding people at a deeper level (If I lived in the world of Harry Potter, I would be a Hufflepuff – Hufflepuffs make for the most loyal of friends!), and I’m inspired by those who are out there chasing their life passions, which is why I’m excited now to join the A-team at Next Insurance to meet and better understand all of you passionate business owners out there pursuing your dreams!
* * * * *
Hi, I’m Annie!
I mentor the A-team, having joined Next in January of this year. It has been incredible to see such tremendous growth, unrestrained innovation, and daring devotion to excellent customer service come out of this team in the last few months. For these reasons and more, I am more excited than ever to be a part of the Next Insurance team.
Fun facts about me: I studied some Swahili in college (hakuna matata really does mean no worries!) graduating with dual degrees in African and African-American Studies and International Relations. I am an active advocate for social justice causes, and in that vein I worked in Diversity & Inclusion before joining the A-team; now, I’m using that passion to help provide insurance to a wide array of business owners from all different walks of life. I’m an avid restaurant goer, barre class taker, and I keep up with the Kardashians better than anyone I know.
* * * * *
Hello, all, I’m Natalie!
…And I like to write bad poetry
I majored in Contemplative Studies in school
What’s that? Great question, it’s super cool
It’s kind of like meditation, I guess
We studied human consciousness
I use the empathy I learned there
To help support our customers everywhere
That’s what I love about this career –
The chance to make you smile and hear
About how you’re no longer vexed
Because insurance is easy when it’s through Next!
* * * * *
So, what might you expect from an A-team member? First, we can help you decode your policy. Insurance is so full of jargon that it’s almost a language of its own, and we’ve learned to translate it into usable, everyday terms for our customers. We’ll talk you through coverage details, help with last-minute requests, and essentially make sure you’re taken care of, whatever it takes.
We’re very data-driven, so here are some neat customer support stats: Our response time is less than a third of the industry standard, which sits at about 22 hours – it takes almost an ENTIRE DAY to hear back from most insurance companies. We do our best to get to your inquiry within the hour, though sometimes it does take a little bit longer to get through requests since, after all, there are only three of us!
We get to over ⅔ of customer requests in under an hour – and in fact, our median response time is about 5 minutes, which we think is pretty great, considering that we have thousands of customers to take care of. And of course, we’re always looking to do even better – we revisit and iterate on our processes daily!
Our most important task, however, is hearing and acting on your feedback. As a new company doing things differently, we want to hear what you like, what you don’t like, your past insurance nightmares and what your dream insurance experience would be. We aim to capture that potential, to eliminate the many pains that the insurance industry is admittedly infamous for creating, and to let you breathe the sigh of relief that comes with knowing your business, and your future, is protected.
Hopefully, we make the insurance process so easy you never have to talk to us at all! In the meantime, we on the A-team hope this helps you get to know us a bit and feel comfortable reaching out, and we look forward to getting to know many of you, too.
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