At New Mexico’s Young Insurance, customer service is #1.
“We focus on being available to customer whenever they need us,” says Justin Knight, agency Principal. “It’s our goal that whenever someone calls, they’ll get to a live person, rather than voice mail.”
“It’s all about focusing on the details—getting things done promptly and getting back to customers quickly,” adds Principal Beverly Choate.
In addition to receiving outstanding service, the agency’s customers can be confident in the knowledge delivered by expert staff.
“We know insurance,” Beverly adds. “Our people are committed to continued education, and most of our staff have been with us for many years.”
Word of Mouth
Young Insurance was founded in Tucumcari, New Mexico, in 1976. In 2016, Beverly and Justin purchased the agency after having been on staff for several years prior.
Currently licensed in 14 states, Young Insurance writes primarily commercial lines business, along with a smaller book of personal lines and farm/ranch. Its commercial book is split between trucking agricultural, and main-street accounts.
“Most of our new business comes from referrals,” says Beverly. “Businesses hear about us from other companies and give us a call. We also have very strong retention—I have accounts on the books today from 25 years ago when I first started here.”
“Our trucking book was primarily built from word of mouth and has become a very large sector for us,” adds Justin.
Like nearly every business, Young Insurance’s operations have been impacted by COVID-19, with all the agency’s staff working full-time from home for most of 2020. However, maintaining high service standards has helped the agency not just weather the storm of the pandemic, but thrive.
“Our focus on trucking, which is essential to the economy, along with the overall diversity in our commercial book has enabled us to achieve positive growth again this year,” Beverly says.
The agency’s commercial business, including its focus on trucking, is also a great fit for Acuity.
“Acuity is our number one go-to company,” Justin says. “We like seeing Acuity expand into more states, we like their good products and competitive pricing, and we really love the way we are true partners with Acuity.”
More than Clients
Young Insurance plans for continued growth in 2021.
“We hope to keep growing by doing what we do well—delivering service that exceeds customers’ expectations,” Justin says.
“Our customers aren’t just clients, they’re friends,” Beverly adds. “They’re the reason we’re in business.”