Meet Lexi Miller, Voice of the Customer Experience for Motorists Insurance Group!
She has a background in marketing and leadership and has obtained many designations, including Chartered Insurance Operations Professional, Master of Change Management and Coaching, and Personal Lines Coverage Specialist. She is currently pursuing her Certified Insurance Service Representative (CISR) designation through The National Alliance.
OIA met with Lexi to discuss why independent agents are a valuable part of the insurance-purchasing process and how earning designations is important to the insurance industry.
OIA: How did you get started in the industry?
Lexi Miller: I come from a family of insurance agents. My grandfather and father are both independent insurance agents, so I grew up familiar with the industry.
The first position I held was actually as a personal lines underwriter and now I am in the customer experience role.
OIA: What do you love most about the insurance industry?
LM: I love how insurance is always changing and evolving and to see how it responds to new technology and industry disrupters.
I also love the relationship piece between an agent and policy holder – and even between the agent and carrier. It’s neat when you can call a major company and they know exactly who they’re talking to and maybe when your birthday was.
It really shows how important the relationship piece is in insurance.
OIA: What do you think is the value of working with independent agents?
LM: I think the value of working with independent agents is that they know you, and you know them. They really care about what’s important to you and they protect that how they can.
Independent agents represent many companies and can place the risk where they feel best fits your needs and will protect you most.
OIA: What is the biggest challenge you have faced in the industry?
LM: Explaining insurance coverage to those who may not be familiar with the industry is definitely a challenge. Insurance is not one-size-fits-all, things can be tailored to fit a specific client’s needs, so it’s really important to let the client know what some advantages are to adding additional coverages for now or in the future.
OIA: Why is it important to receive a professional designation and how has it impacted your career?
LM: I have had a lot of great opportunities to obtain many designations throughout my insurance career.
It’s not only neat to network with other professionals that are as passionate about insurance as I am, but I can also use what I learn and apply it to my career. Especially in the customer experience world that we live in now and making sure we’re designing our customer experience to best fit our agents and insureds.
OIA: What do you wish the public knew about you or the industry?
LM: I believe that insurance is a great industry for young professionals looking to start their career.
There are many different paths and opportunities that someone can take in insurance, and it’s an exciting time to be involved with this industry.