What does the insurance world think of the Goosehead Insurance model? For those unaware, this is where agents are separated into sales and servicing. Once a policy is sold the sales agents don’t speak to the client anymore unless a new policy or reshop is needed, so they call the contact center which is staffed with licensed agents.

Bonus: They are currently trying to replace all servicing agents with AI and conducting mass layoffs. Would this be seen as an improvement?

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From a purely business perspective, I think it makes sense. As soon as you start looking at the situation with even an ounce of human empathy, it starts to deteriorate

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I feel the same way.

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I was thankful on my last call to transfer to servicing. They are better trained to handle service questions, this one was about to go down a rabbit hole with regards to billing. In the long run, working on the service side does open more doors towards advancement than sales, as they have a deeper understanding beyond the sale.

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Yes, it should have said 50states, but the following statement, about 51 sets of rules and regulations…

At liberty sales and service is separate. I think you should let sales people sell and service do what they do. With that said, I still make myself available to my customers if they have questions or concerns.

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USAA also separates.

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It's all about maximizing profit now. No more humanity I'm business transactions.

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I am in sales and do not service.

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Yup that’s what I said in my post 😊

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I have a goose head agent and I didn't know this. I call him for everything and he sends the info over to servicing and now it makes so much sense lol

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Yeah they don’t usually tell people for some reason. Glad you know now!

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It was sales and services separated for us and then a separate processing team for incoming docs and emails. They did away with our processing teams recently.

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Replaced with AI or overseas workers?

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What I’m realizing from this post is apparently the Goosehead model is not unique whatsoever. Glad to know one other way my employer lied to us! 🥂

They all do. We are told our number of quotes per call don’t count, but somehow they show up on our metrics reports. You’d have to be a fool to believe they don’t count.

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I work with insurance companies all day for automobile repairs. Not super relevant, but I can say initially I was happy with goose head for my homeowners insurance, and then they randomly showed up at my house and gave me 60 days to fix a multitude of things they considered issues. All of which were quite expensive repairs. For example a completely new driveway, and a new garage door. Both of which were damaged when the home was purchased and insured initially. There were other smaller things I can't remember, but this seemed like a pretty unrealistic ask, especially considering these items were the same when the house was bought and insured under the initial contract.

Goosehead insurance is an agency, not a carrier, so whoever your carrier is that’s the entity that conducted the inspection and issued the requests for repair. Additionally, it’s incredibly common for homeowners insurance carriers to request repairs after conducting first inspection but I’ve definitely noticed some of them getting pretty unrealistic with it of late. I’m guessing your carrier here is SageSure or one of its affiliates because they’ve been pushing for driveways to be repaired hard this year. You can always shop around but Goosehead agents don’t make it easy because it’s less commission on a reshop unfortunately. Good luck though

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I believe that this model makes sense. Trying to have different levels of service under one “umbrella” can be a recipe for confusion.

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