Afni Helps Agents with Charley

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Posted on 20 Aug 04

Connecticut-based Afni Insurance Services, a leading provider of customer care services designed specifically for the insurance industry, announced that they have escalated their business continuity capabilities to Florida insurance agency customers who been affected by hurricane Charley. Afni Insurance Services implemented a proactive approach to area customers, and their staff has been on call throughout the crisis to provide additional services to affected agencies.

Several Afni customers are in the midst of the crisis; unable to get staff to offices, no power to access computer systems (and therefore policyholder data), and no ability to answer telephones from those customers who have found telephone access. Afni has stepped in to assist and is now taking telephone calls from people who have experienced great losses due to the storm and are trying to contact their insurance agents for help. Even though an agency may be unable to answer the calls directly, the Afni call center is able to answer the call, provide policyholders with basic coverage information and take claim information to begin processing with insurance companies.

Afni Insurance Services further escalated their services to Florida insurance agency customers by:

• Proactively calling area customers to be sure they were prepared for the pending storm.

• Activating call center services for several Florida agencies to handle telephone calls from policyholders – even agencies that had not been telephony customers prior to the storm.

• Following up with customers in the area to evaluate their situation after the storm and assist in many different ways, including escalating major claims, routing claim calls to insurance carriers, and even reading claim reports to agents who could not get access to the Internet or their email.

“One of the many benefits of our technology and services is the ability to keep an insurance agency up and running and responding to policyholders through major disasters,” states Richard H. Roy, Jr. Chairman and CEO of idNET, Inc., dba Afni Insurance Services. “We are pleased to be in a position to help not only insurance agents service their customers without interruption, but to also answer the telephone and help ordinary people get through extraordinary and life-altering situations.”