At Hicks Insurance, you are assigned a single point of contact — a customer service representative. There is a team of fourteen individuals, so there is backup if your CSR is unavailable. We also have a review department that reviews your renewals to make sure you’re getting a competitive price and the right coverages.

Imagine calling your agency about a small change — adding a new vehicle, updating a mortgage company, requesting a certificate for a new client. You explain your situation to whoever picks up, they pull your file fresh, and you spend ten minutes catching them up before any work happens. Then next month you call again, you get someone different, and you start over. That is how a lot of large agencies and call centers work. It is not how we work.

One assigned customer service representative

Every client at our agency is assigned a single customer service representative. That CSR is your point of contact for the day-to-day work: changes, billing questions, certificates, ID cards, mortgagee updates, and anything else that comes up between renewals. Because the same person handles your account, they know your household or your business, the carriers you are placed with, and the history of any prior issues. You do not have to re-explain. For more on this, our note on whether you work with the same agent every time covers the day-to-day cadence.

A 14-person team behind your CSR

Personal service is great until your CSR is on vacation or out sick. That is why we have a team of fourteen people in personal lines, plus a separate commercial team. When your CSR is out, another team member who knows our systems can step in and handle the request the same day. You get the benefit of one consistent contact without the risk of “no one is here to help you.”

If you are evaluating whether a new agency is right for you before you switch, check out how to know if an agency is a good fit and what to ask before switching. Or jump straight to a personal insurance quote and we will set you up with a CSR from day one.

The separate review department

Service is one job. Reviewing your renewal each year is another. We separate the two on purpose. While your CSR handles ongoing service, our review department independently looks at your renewal as it comes in. They check that your coverage is appropriate, that the price is competitive, and that nothing has changed in your situation that should change your policy. That is described in detail in how we review your policy every year.

What you actually experience

The practical version of all this is straightforward:

• You know who to call. Same name, same direct line.
• If they are out, someone else can pick it up without restarting from zero.
• You get notified before renewal that your policy is being reviewed.
• You get a clear recommendation: stay where you are, or here is a better option.
• Service requests are handled by phone, email, or text — whichever you prefer.

How service ties into claims

The same point-of-contact structure carries into claims. When something happens, you are not routed to a 1-800 number and left alone. We can call adjusters directly, follow up on file progress, and translate carrier language into plain English. Our note on what happens when you need to file a claim walks through the process.

Getting started

If you want to see the contrast yourself, send us your declarations pages and we will assign you a CSR from the start of the conversation. Personal households can begin a personal insurance quote; business owners can request a commercial insurance quote. You will know your CSR’s name before your policy is bound.