Many agencies claim to go the extra mile for clients, but Utah’s L.A. Bowen Insurance makes it a point to go the extra degree for them. As agency CEO Layne A. Bowen explains it, that extra degree makes all the
“At 211 degrees Fahrenheit, water is just hot water. But if you raise the temperature only one degree to 212, you get steam, which can do amazing things. It can power a locomotive or run a power plant,” he says.
“For us, ‘212’ means working to give all our clients a little bit more,” says Layne. “It means being a little bit better and doing things a little bit differently than others do and, most important, being sure that customers experience that difference.”
The agency’s 212-degree service starts with a proactive approach to serving clients, including an application checking system for each new or rewrite piece of business. Client calls and emails are returned the same day and, at least once a year, the agency contacts every customer to perform an account review.
“Our retention has increased over 7 percent since\ implementing the annual review process,” Layne says.
If a customer has a claim, L.A. Bowen Insurance initiates what it calls a “three-step claim circle” to be sure contact is made at first notice, during processing of the claim by the insurance carrier, and after the claim is closed to ensure customers are satisfied. It also offers after-hours and weekend claims service.
“Claims are our time to shine and show customers why they trusted us with their insurance needs,” Layne says, adding that the agency’s success in implementing its 212-degree philosophy is a credit to L.A. Bowen Insurance’s staff.
“Our people have been our biggest asset since day one. Not only do they share a common vision, but they also keep generating new ideas for how to do things better,” he says. When great ideas have an impact, everybody wins with the agency’s quarterly profit-sharing program.
The agency’s 212-degree philosophy has had a marked impact on customer satisfaction. Nearly 60 percent of new business comes from referrals and L.A. Bowen Insurance maintains a 5-star Google rating, with nearly 98 percent of its individual ratings being 5 stars. In 2018, it was also named the number one insurance agency by the Best of Utah Valley magazine.
“Our reputation is directly attributed to an outstanding staff giving that extra degree of service, day in and day out,” Layne says.
The agency was founded in 1961 in Orem. Layne joined the staff in 1986, became partner in 1996, and acquired full ownership of the agency in 2007. Since 1996, the agency has more than doubled in size and today writes a mix of 65 percent personal lines and 35 percent commercial lines business.
Although L.A. Bowen Insurance plans for steady growth in the years ahead, Layne stresses that the ultimate measure of success is not how many customers the agency serves, but how well it serves those customers. The simple, yet powerful, mission statement of “212” will continue to guide its progress.
“We believe we have the three pillars in place that are essential to achieving our goals—great employees, great clients, and great companies,” he says. “If you have all three of those, you’re going to have a successful business.”