Your Commercial Lines customer service center
Building your small commercial business can be profitable, but servicing it can be costly and time-consuming. Cultivating meaningful relationships with customers and providing exceptional service is key to client satisfaction, account retention and rounding, and referrals, but those activities take time away from your real agency builder 鈥� larger revenue generating accounts.
That鈥檚 where we can help. As an extension of your agency, the Hanover customer service center (CSC) can take the responsibility of servicing and nurturing existing clients off your shoulders, freeing up your time to concentrate on new revenue opportunities.
If you鈥檝e been struggling to figure out how to get your commercial lines business to the next level, our CSC may be the perfect solution.
Why use the Hanover customer service center?
According to our data, agents who work with a service center write 46% more new business in the first year. And when it comes to the Hanover CSC, there are some more advantages to consider as well.
Improved account retention
Customized agency branding on all customer touch points
Higher revenue
6% average premium growth
Exclusive toll free number for your agency
Extended hours - 7 a.m.-9 p.m. ET weekdays and most holidays
Proactive customer outreach programs
Dedicated sales support
High customer satisfaction
95% satisfaction rate based on monthly surveys
24-hour turnaround on new business leads
Minimum of three contact attempts
See what sets our CSC apart
Most major carriers have a service center. Yet, those service centers often have limited account and product servicing capabilities.
Our CSC services both standard and specialty lines, using proven customer retention processes and a world-class customer experience that can seamlessly scale up as your agency grows.
Warm leads
Our warm leads team is here to provide a solution for small premium clients on behalf of your agency. This team, comprised of fully licensed sales agents, supports your agency through the conversion of new business leads, freeing you to focus on driving revenue.
We strive to quote, bind and issue a policy by the end of the first call. Once a policy has been written, our CSC service team handles the rest. You receive a new business commission and remain the agency of record for the policy.
Market consolidations
Our dedicated team provides step-by-step support throughout the transfer, guiding customers and communicating clearly to your agency throughout the process.
We provide:
- Account review and preparation
- Policy issuance and customer outreach
- Billing options
- Final review and follow-up, including lost policy releases, invoice payments, and all certificates
Renewal reviews
Our strategic approach to the renewal process has resulted in more policy reviews and higher renewal retention than business serviced outside of our CSC.
We achieve this through:
- Multi-touch approach with written communications and outbound calls
- Consistent outreach up to 120 days in advance of effective date
- Detailed renewal review processes for standard lines and specialty customers
Specialty capabilities
As one of the few carriers to service specialty lines, our dedicated specialty representatives offer the convenience of providing support for the total account, freeing up capacity in your agency to work on new or more complex business.
Our specialty team has a proven success of 87.8% YTD for premium retention and over $20M in specialty business managed. Plus, there is no minimum or maximum limit for enrollment.
Specialty lines supported:
- Accountants professional liability
- Architects and engineers (A&E)
- Management liability (ML)
- Miscellaneous professional liability (MPL)
- Retail E&S
- Inland marine
- Crime
Hear what agencies like yours have to say about our CSC
"I have worked with the Hanover customer service center for the last 10+ years and the specialty team since its inception and it has been an excellent experience! The staff is well trained, responsive and a true pleasure to work with! I would highly recommend agencies to consider using the CL CSC, it is not a 'call center.' Rather it is an extension of the agency.鈥�
Cathi Giblin
WTW Architects & Engineers Group
"At a time where business is moving so fast, they have been able to provide us strategic partnership in being able to keep up with our clients. Whether it be being able to provide them with extended hours or additional staffing, the client and the agency both win. It has even expanded our ability to onboard new clients by providing a resource for warm leads."
Anthony Treviso
Smith Brothers
"Our experience in select business unit with 华体会 CSC has been extremely positive overall. Account managers are able to gently redirect clients to the CSC, as clients experience a nearly seamless transition with the market consolidation team. My own clients with 华体会 CSC have expressed nothing but positive feedback."
Ericka Ramirez
InterWest Insurance Services, LLC
"In collaboration with the warm lead team, the cert team, and the specialty team, we have been able to write more new business. In terms of retention, we recently had an incident where we were at risk of losing an account and without any hesitation the service team stepped. Due to their quick response, we were able to save the account. The Customer Service Team at Hanover has been an invaluable asset to Shepherd Insurance.鈥�
Jennifer Heath
Shepherd Insurance
Now is the time to talk about partnering with the Hanover CSC
We understand that expert customer service is critical to your agency鈥檚 success. And you understand the value of having a strong team in place.
We want to be part of that strong team. Consider the Hanover Commercial Lines CSC as an extension of your agency offering valuable and responsive service capabilities, supported by a world-class customer experience.
For more information or to , contact your local Hanover Commercial Lines team.
Your Commercial Lines customer service center
Building your small commercial business can be profitable, but servicing it can be costly and time-consuming. Cultivating meaningful relationships with customers and providing exceptional service is key to client satisfaction, account retention and rounding, and referrals, but those activities take time away from your real agency builder 鈥� larger revenue generating accounts.
That鈥檚 where we can help. As an extension of your agency, the Hanover customer service center (CSC) can take the responsibility of servicing and nurturing existing clients off your shoulders, freeing up your time to concentrate on new revenue opportunities.
If you鈥檝e been struggling to figure out how to get your commercial lines business to the next level, our CSC may be the perfect solution.
Why use the Hanover customer service center?
According to our data, agents who work with a service center write 46% more new business in the first year. And when it comes to the Hanover CSC, there are some more advantages to consider as well.
Improved account retention
Customized agency branding on all customer touch points
Higher revenue
6% average premium growth
Exclusive toll free number for your agency
Extended hours - 7 a.m.-9 p.m. ET weekdays and most holidays
Proactive customer outreach programs
Dedicated sales support
High customer satisfaction
95% satisfaction rate based on monthly surveys
24-hour turnaround on new business leads
Minimum of three contact attempts
See what sets our CSC apart
Most major carriers have a service center. Yet, those service centers often have limited account and product servicing capabilities.
Our CSC services both standard and specialty lines, using proven customer retention processes and a world-class customer experience that can seamlessly scale up as your agency grows.
Warm leads
Our warm leads team is here to provide a solution for small premium clients on behalf of your agency. This team, comprised of fully licensed sales agents, supports your agency through the conversion of new business leads, freeing you to focus on driving revenue.
We strive to quote, bind and issue a policy by the end of the first call. Once a policy has been written, our CSC service team handles the rest. You receive a new business commission and remain the agency of record for the policy.
Market consolidations
Our dedicated team provides step-by-step support throughout the transfer, guiding customers and communicating clearly to your agency throughout the process.
We provide:
- Account review and preparation
- Policy issuance and customer outreach
- Billing options
- Final review and follow-up, including lost policy releases, invoice payments, and all certificates
Renewal reviews
Our strategic approach to the renewal process has resulted in more policy reviews and higher renewal retention than business serviced outside of our CSC.
We achieve this through:
- Multi-touch approach with written communications and outbound calls
- Consistent outreach up to 120 days in advance of effective date
- Detailed renewal review processes for standard lines and specialty customers
Specialty capabilities
As one of the few carriers to service specialty lines, our dedicated specialty representatives offer the convenience of providing support for the total account, freeing up capacity in your agency to work on new or more complex business.
Our specialty team has a proven success of 87.8% YTD for premium retention and over $20M in specialty business managed. Plus, there is no minimum or maximum limit for enrollment.
Specialty lines supported:
- Accountants professional liability
- Architects and engineers (A&E)
- Management liability (ML)
- Miscellaneous professional liability (MPL)
- Retail E&S
- Inland marine
- Crime
Hear what agencies like yours have to say about our CSC
"I have worked with the Hanover customer service center for the last 10+ years and the specialty team since its inception and it has been an excellent experience! The staff is well trained, responsive and a true pleasure to work with! I would highly recommend agencies to consider using the CL CSC, it is not a 'call center.' Rather it is an extension of the agency.鈥�
Cathi Giblin
WTW Architects & Engineers Group
"At a time where business is moving so fast, they have been able to provide us strategic partnership in being able to keep up with our clients. Whether it be being able to provide them with extended hours or additional staffing, the client and the agency both win. It has even expanded our ability to onboard new clients by providing a resource for warm leads."
Anthony Treviso
Smith Brothers
"Our experience in select business unit with 华体会 CSC has been extremely positive overall. Account managers are able to gently redirect clients to the CSC, as clients experience a nearly seamless transition with the market consolidation team. My own clients with 华体会 CSC have expressed nothing but positive feedback."
Ericka Ramirez
InterWest Insurance Services, LLC
"In collaboration with the warm lead team, the cert team, and the specialty team, we have been able to write more new business. In terms of retention, we recently had an incident where we were at risk of losing an account and without any hesitation the service team stepped. Due to their quick response, we were able to save the account. The Customer Service Team at Hanover has been an invaluable asset to Shepherd Insurance.鈥�
Jennifer Heath
Shepherd Insurance
Now is the time to talk about partnering with the Hanover CSC
We understand that expert customer service is critical to your agency鈥檚 success. And you understand the value of having a strong team in place.
We want to be part of that strong team. Consider the Hanover Commercial Lines CSC as an extension of your agency offering valuable and responsive service capabilities, supported by a world-class customer experience.
For more information or to , contact your local Hanover Commercial Lines team.