For AAA insurance agent Michael Kelly, in an industry that can be confusing or overwhelming, it’s all about the personal touch.
Mike has grown his customer base to include several hundred clients since he started at AAA Ohio Auto Club in 2014. And all of those people know they can talk to him anytime, anywhere: “My clients have my cell phone number, so I am accessible to them 24/7,” Mike says. “I frequently get calls from my clients when they are involved in car accidents and do not know what to do or where to turn, and I guide them through the process.”
But those clients may not have had access to Mike’s expertise if a co-worker hadn’t encouraged him to apply back in 2014. At that time, he was working for Farmers Insurance and not sure if AAA was the right path for him.
“It was Temma Crismond who invited me to work for AAA Insurance. Temma and I met back in November 2011…she asked me to consider applying for a job with AAA in early 2014. At first, I wasn’t interested, but I finally gave in and applied. It was one of the best decisions I have made in my insurance career,” says Mike.
He adds, “I get a little emotional recalling the day I gave her a thank-you card for what she did for me. Coming to work at AAA really changed my life.”
Today, Mike spends his days taking care of his clients, including preparing new quotes for their home, auto and life insurance needs. “I like that AAA Insurance is an independent agency, which allows me to have many quality carrier options for my clients and prospects,” he says.
A recent challenge Mike faced shows his dedication to taking care of his clients. A customer’s husband’s car was hit in a parking lot, but the person responsible didn’t leave a note, and there were no witnesses. The customer was irritated and frustrated with the process of getting estimates for the damage, so Mike decided to assist her in filing the claim to have her husband’s car repaired. He called his customer’s insurance carrier with her on the line and listened to the conversation throughout the call to make sure they solved the problem.
“I always stay on the line with my clients if I connect them to the claims department because I want to hear how they are being handled. Very often, I am able to fill in some of the gaps for them for a better claims filing experience,” Mike says. Afterward, the customer was much happier that someone was there to guide them throughout the experience – something that doesn’t always happen when filing a claim.
Finally, Mike praises the way the insurance team works at AAA and the opportunities he’s had since working here.
“We have a great management team that is always looking for ways to make our agents and agency more successful as we work to serve our members and clients,” Mike says. “It’s really a blessing to work for the Ohio Auto Club.”