Making the Insurance Agent a Hero -

Why Vendors Must Elevate the Agent’s Role in Property Claims

Insurance agents who sell P & C insurance operate in an increasingly competitive setting. Between evolving customer expectations, rising premiums, and digital competition, agents face constant pressure to attract and retain policyholders. Yet, one area where agents can truly differentiate is in how they support their clients during a property emergency, especially when it comes to claims. The way a vendor or contractor handles an emergency referral can make or break the relationship between the agent and the policyholder. That’s why it’s essential for vendors to not only do competent work but to make the insurance agent look like the hero throughout the entire process.

When disaster strikes burst pipe, house fire, or mold infestation—policyholders are often overwhelmed and emotional. This is a critical moment when they need help, and they usually turn to the one person they trust: their insurance agent. While many insurance carriers push for centralized claims processing through corporate call centers, this removes a layer of personal service and control from the agent. The agent no longer has a say in who services the client, and the client may be handed off to a vendor with no accountability to the agent. This creates a disconnect and weakens the relationship between the agent and policyholder – potentially affecting client retention.

Agents who are able to recommend a trusted local contractor that responds quickly, communicates clearly, and treats the homeowner with care position themselves as invaluable advocates. They’re no longer just the person who sold the policy, they become the reason the claim was managed smoothly, and the property was restored quickly. This creates loyalty and enhances the agent’s reputation, not just with the current client but potentially with their entire network of family and friends.

For vendors, this means it’s not enough to just clean up the water or remove the smoke smell. They must think beyond the job and consider how referred them. Did they arrive on time? Were they courteous? Did they follow up? Did they explain the process in simple terms? Every touchpoint is an opportunity to make the agent look good—or bad. The best vendors understand this and operate with a “make the agent the hero” mindset. They become a true extension of the agent’s brand. Claim centers, where they may choose the next contractor on the list, mean the agent may get blindsided with a vendor that does a lot of harm to the agent.

In this light (when the contractor makes the agent a hero), the vendor-agent relationship becomes more of a partnership than a transaction. When contractors go the extra mile to support the agent’s role, they earn more than just a job—they earn ongoing referrals. In turn, the agent retains more clients, grows their book of business, and builds a reputation for being someone who truly shows up when it matters most.

At the end of the day, property insurance is not just about policies and premiums—it’s about people. In a crisis, people remember who helped them and how. When vendors help the agent be that unforgettable helper, everyone wins.

Author: R Wagner, Co-owner TeamiDry, LLC