Online Assistance from Indiana Farm Bureau Insurance

By Amy Kraft-Roller | November 9, 2012 3 Comments

Distinctive customer service is a high priority at Indiana Farm Bureau Insurance, and a new self-service option gives clients one more tool to help manage their policies.

The new Online Account Manager provides clients with the opportunity to access their insurance information online. Options include viewing policies and invoices, making payments, and accessing and printing auto identification cards.

“This is a way for clients to get their policy information when they need it, regardless of the time of the day or night,” says Chera Brantley, manager of mutual systems at Indiana Farm Bureau Insurance. “You can get the information quickly. If you get pulled over, you could pull up your auto ID card on your smartphone if you need to.”

The idea for the Online Account Manager came from a team of Indiana Farm Bureau Insurance employees working on a research project. They found that clients were asking for more. Though Indiana Farm Bureau Insurance clients view their agent as a partner they can rely upon and trust, many clients wanted the ability to access their policies instantly and on their own time. They also didn’t want to contact their agent for simple matters. The group of employees reported on their research, and the Online Account Manager service was developed.

The company’s culture includes taking great pride in helping clients fully understand their insurance.

“As our advertising campaign says, ‘It is not OK to not know,’ ” says Melissa Mann, manager of advertising and brand strategy. “This tool allows you to know what you have; you can access your insurance information any time of the day or night.”

Insurance is necessary, but it’s also something that not everyone understands. When it comes to proper insurance coverage, you can’t just hope you’re covered.

“So often, people just pay the money for this product and they don’t understand what exactly it is that they’re paying for,” Mann says. “The Online Account Manager is one more customer service tool we can use to help educate our clients on their insurance.”

The Online Account Manager will not (and should not) replace your agent. It is important to still review your policies in person every year to ensure you have the proper coverage.

“Though convenient, this system should not replace your agent,” Brantley says. “We think you still need that personal relationship with your agent.”

As we say, stop knocking on wood. Don’t just hope you’re covered. Visit www.infarmbureau.com to register for the Online Account Manager. Then log in and make sure you understand what you have. If you have any questions, our agents are always here to help you translate insurance into English.