CALLTHE HARTFORD'S RESCUE 1-800 NUMBER AT 1-800-322-7789

Lately, I've gotten tons of phone calls from AARP customers regarding the Hartford's Rescue 1-800 number.  In most cases these clients either want the coverage or are stuck on the side of the road.  Each time, I receive a call like this, I ask where they are from.  So far, every caller (without exception) is calling from another state.  The funny thing is that they all have the same problem; they are unable to find the phone number to The Hartford's roadside service program.  Normally, I would not consider this to big deal, but it's starting to get a little ridiculous.  To make matters worse, when I started representing The Hartford, they told me their target demographic wasn't shopping for insurance on the internet.  However, that no longer holds true.  Today's caller was an AARP member that was nice, but upset.  The funny part is that she's not the only person that's asked me to tell them how difficult of time they're having locating the phone number online.

Now, this could be something as simple as a website navigation issue.  However, I've begun to notice patterns that need addressing.  So, I decided to email my representative regarding the fact that AARP customers nationwide are having a hard time finding their information on the internet.  I omitted my carrier rep's name since he is not the decision person.  In this article, I refer to him as "BOSS".    Please keep in mind that on same day I wrote this letter, I uploaded a new Hartford auto policy because I think it's an outstanding product with outstanding features.

Please forgive the typing and grammar errors in advance.  I got going and did not stop until I was finished.

BOSS, Please forward this message to all of your superiors. This is important! I’m turning this message into an internet blog post in hopes of educating and enlightening insurance agents across the nation.

What I am about to say needs to be addressed immediately. I would expect the Hartford to be at the leading edge of technology.

For the past 6 months or so, I’ve received calls from Florida to California regarding The Hartford’s rescue 1-800.

A 200 year old company should not be outdone by a small insurance agent/ blogger in Texas. I neither have the financial resources nor the time to attempt to compete with you guys. However, It amazes me that I get phone regarding The Hartford’s Rescue 1-800 all the time. Each time I receive a call regarding Rescue 1-800, the Hartford/AARP client says something like the following:

“I’m stuck on the side of the road, or I need help with a jump. However, I can’t find a phone number anywhere! Can you give me the phone number?”

Being the good person that I am, I always take time out of my day to give them the phone number. In the spirit of customer service, I will even publicly post the number on my website so that your clients get the service they need and deserve. However, this brings up several points that your company should immediately address.

First and foremost, you guys do not deserve to hold the AARP name because you are breaking rule #1 when it comes to AARP clients. You assume that they ARE NOT on the internet. Nothing can be further from the truth. I personally field calls from Florida to California; all from AARP clients looking for information on the web. Why is this information not readily available for Hartford clients?

We are in the middle of the newest and greatest technology boom since the industrial revolution. The Hartford is being outdone by ME; an insurance agent/blogger in Texas. What was Hartford’s answer to the latest social media and internet boom? You guys launched the “Social Media Accelerator” pilot. That was a big joke! That demonstrates that you guys should hire someone from outside the industry (or me) to explain how this new-fangled internet thing works.

Who came up with the idea that 50+ people are not on the internet? Let me give you a few facts from my informal social media and internet survey of 50+ people. My parents are AARP members. They are 65 years old, and they have laptops, iPhones, and iPads. My great uncle is former military and an AARP member. On Veterans day, I sent him a text message. Not only did he respond, but he responded with a full text message that included grammar and punctuation; with one exception. He replaced “You are” with “U R”. So, he knows text language as well. To beat all, my grandfather is so busy at age 85, that he only responds to text messages, emails, and skype. That’s right, my 85 year old grandfather uses SKYPE!

When I originally signed up with the you guys, I was told that I should focus more on the going to chamber of commerce meetings and using print media to attract the Hartford’s target demographic. In reality, that is a small part of how things actually work, and VERY SHORTSIDED. In reality, everyone is on a social media platform. Whether it’s linkedin, facebook, or twitter; the world has moved to social media and the internet.

BOSS, as you know, I’ve been in the insurance business for almost 20 years. During my tenure at Geico, I taught a class regarding insurance operations. During that class, I touched on the fact that Progressive focused on the technology of the future. Gomez (whoever that is) rated their website as having the best user experience. At the same time, they said their focus was to attract more 19 year olds. Why? Because 19 year olds will be married multi-car homeowners with college degrees in 10 years. That means, they will have a group people that love everything about them. The focus is long term. 10 years is a short moment in time.

Now, fast forward to today. I will be 41 years old in February. Where will The Hartford stand in 10 years? Today, I sell and service Progressive policies on my iPad. Their social media team engages agents on a regular basis. Both Progressive and Safeco have useful tools (not buddy media) that provide agents with the necessary tools needed in order to be successful online. I know what it takes, and the Hartford is missing the boat. If you don’t believe me, go to Google and search the phrase, “Texas Truck Insurance” or “Dallas Business Insurance”. I’m sure you’ll find me in the top 10 of millions of results. In some cases I’m number 1 or 2 for my keywords.

The bottom line is that an agent should not out perform a 200 year old company like you guys. To be honest, I even outperform Progressive on some of their keywords. So, for what it’s worth, you’re not the only one that’s having this problem. I had this discussion at a table full of agent at a Travelers Concierge tour. They thought the carriers did a subpar job when it comes to social media and internet tips. So, you’re not along. However, not having your phone numbers available to clients looking for help is almost criminal; ESPECIALLY ONES NEEDING ROADSIDE ASSISTANCE!

Now that you know about the problem, what are you guys going to do about it? Are you going to continue allowing me the privilege of servicing your rescue 1-800 clients from Florida to California? (I'm the Texas Insurance Pro) You’d be amazed to hear what the clients have said about your internet presence and not being able to find your phone number online. I’m open to discussing this with anyone at The Harford that will listen. I have many solutions to fix this problem. Hopefully, this message does not fall on deaf ears.

Once they read this letter, what do you think The Hartford will say about my posting this online?  Remember, immediately after writing this blog post, I placed a client with the Hartford, but what good is this product if your customers cannot contact you?  

As an insurance agent, marketing professional, or whatever, remember the following points:

1. Everyone from agents 8 to 80 are on the internet.  
2. Social Media is here to stay, just ask my grandfather on SKYPE!
3. Embrace technology before it passes you by.
4. If you're business is not on the internet today, you'll probably be out of business in 10 years.

Hopefully, I ruffled a few feathers and gave them few things to think about.  If you read this liked the letter, please comment and share this on your favorite social network.  I'd love to hear from you.  Connect with me on Facebook, Linkedin, or Google+.