Building Trust and Empathy in the Insurance Market: The Importance of Efficient Claims Response and Collaboration Between Brokers, Producers, and Advisors.

Insurance products are very special services: the promise is given to respond and accompany in the event of an eventuality (the claim). The insured and his producer know that this “loss” is likely to occur, although it is always expected that it will not happen…

Faced with the “emergency” of the claim, it is necessary to respond quickly and precisely, providing not only what was promised in the insurance but, mainly, emotional support at a critical moment. In insurance, trust is built through empathy and, especially, the fulfillment of the promise.

In addition to the insured and the insurance company, there are other actors (producer, organizer, broker) whose mission is to simplify the insurance dynamics at all times and are key to ensuring that everything flows as expected. The producer-advisor is essential for the insured: he is the one who knows the market, the dynamics of the contracted insurance item, the details of his client’s policy and, mainly, knows the client himself. The broker helps and facilitates the operation of the producer-advisor, speeds up his management, provides tools to strengthen his relationship with his client. These are business relationships that are built from a circle of trust.

Insurance Central DDNa broker with more than 20 years of experience, has grown throughout the country through a network of trust and compliance, generating empathy with producers and providing simple digital tools that facilitate the operation of advice, quotes, issuance of policies of various risks and, especially, actively collaborating in the resolution of claims, both before individual and corporate insurance.

Over two decades, DDN It was growing and positioning itself inside.

The testimonials of a couple of producers, one with a long journey together and another more recent. Both share their experience and anecdotes.

DDN Bariloche

Alberto “Beto” Del Giúdice leader DDN Bariloche. In the ’90s he started his equipment rental business on Cerro Catedral. He met the CEO of Boston Insurance at the time. Due to his knowledge of the Bariloche community and his daily relationship with the skiers, he began to sell them life insurance.

“We made the first policy in 1992”, remember Del Giúdice. “Today we continue to provide insurance to many clients from then. Although today we are a team of professionals with extensive knowledge of the market, at that first moment the promise was “Beto will pay you”, and that is how we built our portfolio, which today has more than 1,000 clients”.

Of course, obtaining the qualifying license meant thorough training and learning about the insurance business. Time passed… Until in 2015 she met José Zambrana, founder of DDN Central de Seguros, and -according to Del Giúdice himself- “It was love at first sight”. The entire Bariloche team began to become professional. In addition to his own portfolio, they added the administration of the insured of Boston Seguros de Neuquén. Since then the growth has been exponential; lots of training but “the human part did more than 50%” for the success of the business in the south of the country.

NDD Lujan

And in NDD Lujan Something similar happened: the empathy, the connection between Martín Medina and José Zambrana was the beginning of a prosperous business for the insurance market in the west of Greater Buenos Aires.

Medina started his business slowly, in partnership with BBVA Brokers. Later, he worked for this organization and in 2022 he decided to go a step further and open his own company becoming a broker under the name of NDD Lujan.

The pandemic slowed down the development of the agency in some respect, but in turn accelerated the definitions of substance. The business began to develop, now working “on the other side of the counter.” Medina explains that “From DDN Luján we support producers in the region, which covers not only Luján but the entire first cordon of routes 5 and 7. We start with individuals and we are venturing into insurance for companies, which is where we have the most experience and can contribute worth”.

Currently, DDN Luján has already issued almost 1,000 policies -representing more than 600 policyholders- and is in full development of surety insurance and ART for SMEs in the area.

“It is very important to know the insurance market, permanently train and add digital tools to the service with producers, advisors, as well as facilitate the agile relationship with their insured. We understand that it is the way to conceive the insurance service in the third millennium”, affirms José Zambrana, president and founder of DDN Central de Seguros. “However, beyond the knowledge and the latest technology, the most important thing is empathy, responsibility and transparency; this generates a circle of trust between the different actors, which translates into long-term relationships that make the business and friends grow.”