Interview with Elizabeth Simson

Elizabeth Simson talks about her daily life as a Personal Lines Account Manager at CoVerica and shares about her trip to Oaxaca, Mexico.

Q: Walk us through a day in your life at CoVerica.

A: On a typical day, my responsibilities include answering phone calls from clients who may be looking to make changes to their policies, have questions about their coverage, or need assistance filing a claim. I also handle incoming emails and sort through our team inbox where both producers and clients send requests. We as a team try to balance all three– responding to phone calls, addressing emails, and managing communications from producers and clients; my typical day is mostly trying to find resolutions for clients if they have concerns, and/or trying to maintain their business.

Q: What’s going well right now for you on the service side?

A: I believe our service team operates with a good flow. If one of us has a question and one person doesn’t know the answer, someone else is bound to have an answer for you. We’re all there for each other!

On the other hand, there have been challenges, and one thing I’m looking forward to is having Chris Campbell join us. Our goal is to ultimately all be on the same page when it comes to cohesion between sales and service. I think it’s going to make our job easier, and I’m sure it will make sales jobs easier as well.

Q: What’s one of the most difficult parts of your job?

A: The current state of the insurance market has definitely been the most challenging in recent months. I find myself having the same conversation with clients every day. The discussion usually revolves around looking at their current policy, exploring potential savings, but if they’re not open to changing coverage, their options are quite limited, and other carriers might not offer significantly different premiums either.

It’s a frustrating situation for both the client and ourselves. It’s something that’s more or less out of our control, and you wish you could give a different answer than what you are providing. Managing upset customers and helping them understand that we’re doing the best we can to help can be tough. Despite knowing that everyone is going through the same thing, for that person, it feels very personal.

Q: What’s your favorite part about working at CoVerica?

A: Without a doubt, the highlight for me would be the people. I know it might sound like the typical response, but it’s the truth. I’ve been in places where I didn’t necessarily click with my colleagues, and that can make coming into work a little less enjoyable. When you work with people you get along with, enjoy their company, and can share a joke, it breaks up the monotony of the day. Since we spend most of our time at our job, it’s really nice to see familiar faces and enjoy the company of those we work with. That’s probably my favorite part about working at CoVerica and coming in. Having the option to work remotely is also something I appreciate. I’m someone who likes both working remotely and being in the office, so having that choice is definitely a huge perk.

Being given the opportunity to volunteer for work events is also something I take great joy in. Whether it be helping put together the annual Christmas Party, coming up with fun ideas for the everyday culture of the company (shoutout to Emily Hawkins and the Employee Appreciation board in the kitchen), and the non-profit organizations- handing out Christmas gifts to kids for the Warren Center.

Q: Tell us about your trip to Mexico! What was your favorite thing to eat there?

A: I went on a family trip recently, and it was with my mom’s side of the family—her siblings and their spouses. I was the only niece amongst the group of aunts and uncles, and it was very enjoyable! We went to Oaxaca, Mexico, and we were there for the Dia de Los Muertos celebration. It was a lot of fun to dress up, have our faces painted, and just experience the culture. My mom is actually from Mexico, so the culture has been a part of my life. But Mexico is so different depending on what part of the country you go to. It’s really nice to see a very different aspect of Mexico that I’ve never really been a part of.

Food-wise, oh my gosh. There’s this pastry called conchas, which you can find here, but trust me, they are so much better in Oaxaca. This bakery was maybe a five minute walk from our hotel, and we would go almost every morning and get coffee and conchas. They made them fresh every morning and it was the best conchas I’ve ever had. Enjoying the food, and just walking around and absorbing the history of the city was a highlight for me.