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In our relationship-driven business, superior client service shines as one of Brown & Brown’s competitive advantages – a principal pillar of the Company’s success. By locating claims and client service functions in individual profit centers where business originates, Brown & Brown ensures that its clients receive personalized service from local employees who have a vested interest in retaining and cultivating their business.
Unlike many of the Company’s industry peers, who centralize their claims and client service operations in corporate offices hundreds of miles from their clients, Brown & Brown is committed to providing a level of personal service that only a local presence can offer. While many companies rely on a team of client service representatives who have neither the knowledge of client accounts nor a personal stake in the retention of the business, Brown and Brown’s profit centers handle client service and claims functions for the business they generate. As a result, clients consistently receive the prompt and personal attention they deserve. Because each profit center operates much like an independent business, employees are held accountable for client retention numbers with a compensation system based on client satisfaction as well as financial performance.
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