When it comes to insurance, people expect high standards of care. Whether they've suffered the loss of a loved one or the loss of their income due to sickness or injury, people don't care how much you know until they know how much you care.

While it probably goes without saying, it's essential to remember that during the most difficult times, your client needs a carrier that can get the job done right and get it done well. They want, and frankly need, to talk with someone who is empathetic, courteous and friendly. They have to know that someone cares.

Equally important, though, is quality. People expect claims to be processed promptly, accurately and with clear communications. And, while that sounds obvious and simple, it's not always the way things work.

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