Two
years ago, our newsletter was delayed due to heavy
storms. We chose to handle claims first then release
our annual THANKSgiving mailing. One of our
customers wrote afterward; "We had an adjuster here
and a check in hand before 24 hours had passed. Please
give him (the adjuster) a raise! .... When comparing insurance
companies, ours came out #1 over everyone in the neighborhood.
Some other claims in the neighborhood still aren't settled."
We do not know if the adjuster got a raise but we are proud
of the standard of care we provide our customers.
My
grandfather opened Sutherin Insurance in these same offices
in October 1924. As we enter our 75th
year of operation I have asked myself one question...
HOW CAN WE BE SO OLD AND MOVE SO FAST? Unlike many
smaller old companies, Sutherin-Melling has grown dramatically
in the past 5 years. We have incorporated dramatic technological
changes within our company to preserve the time we want
to have available to speak with you.
I
attribute our success to two things. Pride and Honor.
I learned pride from my grandfather, Francis J "SU" Sutherin.
Many of you remember my grandfather; he was a happy man.
He began his work years well before his age reached double
digits (selling jars of horseradish door to door, a business
that for some reason does not survive today!). He
thrived on the relationships built as an insurance salesman
while deeply appreciating the customers trust and their
decision to hire him. It was a respect and appreciation
that has not been lost as the decades have passed at Sutherin-Melling.
Honor
is a trait we all observe in my father, Jim Sutherin, on
a daily basis. A modest man, he will have to forgive
the light I shine on him for a moment. Dad does
not preach about how one should be; instead, his beliefs
are demonstrated in day to day action. He is not someone
who "would give the shirt off his back" but who has.
My father's greatest contribution to the business has been
his example of true unconditional respect for others, of
day to day humility with customers, and a demonstration
of honor in all decisions made for customers. Everyone
deserves to be treated in this fashion and our entire staff
strive, even on our bad days, to maintain this level of
relationship with you.
We
have many competitors, including banks, who now are selling
insurance. I recently read an article by a banking
executive touting that they will make good money selling
insurance by way of "standardized production." Making
a large volume of sales by standardizing their sales to
a "cookie cutter style." Well, we do not make
cookies at Sutherin-Melling. We strive to establish
strong relationships with each customer that will last a
lifetime. We have been here since 1924; we plan
on being here for a long time!
In
this issue of our newsletter we are pleased to announce
the formation of SUTHERIN FINANCIAL SERVICES (SFS).
SFS will offer a new range of financial products and investment
opportunities for you. More details about those products
are provided (see page 8). We are excited about
this new operation as it broadens our ability to serve you.
This
newsletter contains a lot of information we felt was important
to share (and in some cases repeat) with you. Please
take some time to review it. [Please keep the "Agency Services
" page near your phone for emergencies. (see page 10)]
On
behalf of all of us here at Sutherin-Melling and our families,
I would like to thank you for giving us cause to have pride
in our work.
Dan
Sutherin, President
Critical
Changes Have Occurred in the Insurance Industry
Since
January 2000, the insurance industry has changed significantly.
Rates have shifted dramatically upward and companies have
narrowed their focus on the types of customers they seek.
What
has changed? The falling stock market caused a dramatic
reduction in investment income for insurance companies. The
insurance companies failed to increase premiums adequately
during the 90's due to competitive pressure, and finally,
September 11th resulted in what will be one of the most expensive
events in world history. While final estimates still vary
widely, it appears that claim will cost the industry $40,000,000,000.00.
Personal
Insurance claims costs are dramatically increasing with incredible
increases in the number of dog bite claims, mold damage claims,
and uninsured motorist claims here in Ohio.
Insurance
companies are closely monitoring claims in an effort to reduce
losses. Some insurers have stopped issuing new policies in
some states and others are 'pre-screening' properties to avoid
properties that have had losses (such as water damage losses).
A major new underwriting technique used by the industry is
the "insurance score" which is similar to the banks 'credit
score'. This score is used to predict losses and can effect
your insurance costs.
Now
more than ever, it is a good time to establish a relationship
with an insurance agency like Sutherin-Melling that has strong
business relationships with multiple companies. In this way
we can improve your alternatives while building a stable relationship
for the future.
In
the "old days" people did business with people they knew.
Relationships were based on years and years of friendship
and years of working together. In 2002, how many of these
relationships do you have? How important is it to you that
you know who you are dealing with for your insurance? How
important is it that your family and your entire economic
worth is entrusted to your insurance agent and insurance company?
WE
BELIEVE WE OFFER A RELATIONSHIP UNLIKE ANY YOU HAVE. Our
staff average is over 20 years with the agency. That means
we offer you continuity by having the same people available
to you year after year. Your call is answered by people you
know, not strangers. We do not use a number to identify you,
we use your first name!
We
pride ourselves on our availability. If we are not available
when you call we attempt to reach you within an hour of getting
the message you left. It is our goal that we respond to all
calls on the same day they are received.
Our
lives become more complex each year. For that reason, the
products and services we offer are comprehensive and we are
licensed to do business in 16 states to meet your needs.
After
Hours Calls: We attempt to provide you with 24 hour
emergency contact numbers. These include our homes and
cell phones as well as direct numbers to insurer claim departments.
DO NOT HESITATE TO USE THESE NUMBERS IF YOU HAVE AN EMERGENCY!
We
recommend that you keep the rear page of this newsletter.
One of the reasons we have adopted cellular technology
is to improve the chances you will be able to reach us in
an emergency even if our office phone lines are not working.
Agency Emergency Procedures
In
the event we lose our office to weather or other hazard please
be aware of our agency emergency plan to maintain contact
with you.
1)
We will station a well marked SUTHERIN-MELLING INSURANCE
vehicle as close to our office site as possible.
Area police and emergency personnel will be notified
of our location.
2)
We will advertise emergency contact numbers and information
in the Cleveland Plain Dealer and other local papers.
3)
Consider reaching us via On-Line (see "Agency Services")
since local disturbances would not effect the national
computer network.
4)
Use the local, cellular, or our "800" number to
contact our office or our insurance companies.
We
certainly hope these actions will not be necessary.
However, we believe this planning is essential if we hope
to remain in contact with you during an emergency. Please
keep this information in your insurance file...just in case.
Internet
Update
Please
visit the site if you are a "surfer" and let us know
what you think about it. We would especially like to
know your ideas on what you would like to see. Modern
Explorations of Chesterland Ohio, will be working with us
to keep the site new and updated throughout the year.
The
Internet, E-mail, Voice Mail, Fax, and Answering Machines:
In an effort to make it easier to do business with us,
we now use many "modern" technologies. However, technology
is not perfect and messages can be lost, deleted, or mis-routed.
For this reason, no insurance can be bound by E-mail, Voice
mail, Fax, or answering machine. Insurance
can only be placed by a two way communication.
We
will respond to messages we receive from you within
hours of their receipt. We will confirm your order or
respond to your inquiry. If you do not hear back from
us within one (1) working day, please contact us again.
We
have had an E-mail account for 7 years [sutherin@aol.com].
We are attempting to generate a listing of customer E-mail
addresses. If you have an E-mail address please send
it to us at "sutherin@aol.com." We appreciate your assistance
in helping us assemble this information.
CUT
TELEMARKETING CALLS: Reduce solicitations by going
on the "Don't call" list of the Direct Marketing Association.
Write: DMA Telephone Preference Service, Box 9014, Farmingdale,
NY 11735. Also have your name removed from national
street directories used by telemarketers. Write: Haines
& Co., 8050 Freedom Ave NW, North Canton OH 44720, and
call; R. L. Polk & Co. 800-873-7655. |
