Employee Feature: Keena Monsam

Keena has been working with Brooks, Todd & McNeil since 2004, after she met two BT&M employees in a kickboxing class who introduced her to the company. Keena is a Personal Lines Trainer & Client Service Executive and has an Accredited Customer Service Representative (ACSR) designation. Keena is an active member of her local YMCA and volunteers each year with the YMCA 10k run.

See Keena’s interview below to learn more about our valued employee and discover her most important tips on insurance matters.

Keena, what made you want to start a career in insurance?

To be honest, I didn’t know a single thing about insurance. I came from a manufacturing background with sales and customer service skills. I went from servicing companies that needed products to run their business to individuals needing insurance coverage for their homes and automobiles.

My parents used a local insurance agency, which I ultimately used as well since I trusted their advice. From early on I had positive experiences with independent insurance agents and knew how helpful their guidance is.

What is an average day like for you at Brooks, Todd & McNeil?

My day begins by responding to phone calls and emails that I may have received over night. We receive daily activity reports from our insurance carriers so that we are able to confirm that the policy has been updated quickly. I keep busy processing out download information that may not assign itself automatically to the proper policy. I am currently training a new employee on navigating our various insurance carrier websites from how to process changes to interpreting billing schedules and activity. I also spend a great deal of time on the phone with clients and potential clients answering any insurance or policy related questions that they may have.

Can you recall an experience that is especially memorable when you were able to help someone with his/her insurance needs?

A few years back we insured a couple of elderly sisters who would come in occasionally to discuss their insurance needs. One day I noticed that they hadn’t paid one of their bills on time as they always did and communicating with them on the phone was difficult. So one day during my lunch hour I took the bill and walked to their home. It was a grand old home with many rooms. The home was decorated with many glass inkwells that were used for fountain pens. By this time one of the sisters had fallen ill with dementia and had a caretaker. I had a wonderful visit with the sisters. I learned that one of the ladies was an author and contributed articles for various magazines. I believe that they enjoyed the visit as much as I did and it reminded me how our personal interactions can be extremely helpful to many of our clients who otherwise might not get the assistance they need.

What is the most useful piece of information (or your best insurance tip) you have learned since working in insurance that you like to share with others?

I find that the average person does not understand the concept of insurance and how important it is to be insured and have that peace of mind. Insurance is a hard sell; it is not an object you can touch. For example, many clients do not want to keep their young drivers on their auto policies once they go off to college where they do not have daily access to their cars. I try to make them understand that their children could be riding in vehicles that do not have enough coverage for them as a passenger and if there is an accident, the parents’ uninsured motorist coverage is available for their children so long as they are listed on the policy. My goal is to educate our clients and make them less fearful of insurance by helping them understand their needs and how insurance will protect them.

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