Merrill Dubrow: My name is Merrill Dubrow, CEO of M/A/R/C Research and a 35 plus year veteran of the insights community and the host of our podcast On the M/A/R/C. Welcome to another Merrill-ISM segment. Today's segment is I just changed my auto insurance. I know a number of you are laughing and smiling. And perhaps many of you saying, "I need to do that as well." Well, here's my situation, my auto insurance has tripled - tripled in 24 months. Yes, tripled. Let me tell you, there is zero embellishment with that number. You could say, "Merrill, you get lots of tickets." No. "Merrill, you've had a number of accidents, so of course your fees would go up." No. "You got hit a few times in the parking lot and had to add a file the number of claims." No, I've never filed a claim or anything. I called the company I use and my contact and I explained the situation nicely in my Texan slash Boston accent. I said, "Is there anything you can do since my auto insurance has tripled in the past two years?" The response almost comical, a little surprise on the other end of the phone. They didn't know what to say? Like that's the first time she's ever heard this. Give me a break. So I said, "well, don't you review my policy and see if there's anything you can do and perhaps call me back?" Which they agree. Let me say I've been using this insurance company for probably 10 years. And I've never had a claim. And I've also had my home insurance with them. And again, never had a claim. The days go by, no response, no follow up. Two more days go by, the same - no follow up. After five days, I reach out to about six guys that I'm friendly with. They're all local. And I said, "Hey, I trust you guys. Can you give me a referral?" I get a number of them and quickly get a new quote or two. Which yes, of course was less expensive than when I was paying about $800 for the year. Now the interesting thing is I didn't switch because this company was less expensive. I did switch because they never followed up. I did switch because they never got back to me. I did switch because they never did what we agreed they would do and frankly, clearly, they don't care about my business. "If they don't care about my business, and care about me when there's a renewal time, are they really going to care about me when I really need them?" And my answer was, "Not really." So I'm sure when they call me for my payment next week. When my insurance is due, they'll be surprised that I changed companies. But I ask you, is following up really that difficult? Is being organized that hard? Is doing what you say you're going to do a thing of the past? I can tell you, I hope not. And I hope it doesn't happen in my business because that is bad business. Do you have a similar story? Are you frustrated with one of the companies you're a client of and unappreciative like I was. My name is Merrill Dubrow. Thanks for listening to today's podcast. I changed my auto insurance. Stay well, stay safe, and please stay in touch.