Meet the Team: Insurance Basics Series –
Customer Service Team
Here at Trucordia, we believe insurance is only as complicated as you make it. Our goal is to take the surprise out of insurance, which is why we strive to give you everything you need to make informed insurance choices.
We want to do more than just help you find the right coverage; we want you to have the knowledge you need to make future decisions.
As part of our goal to simplify insurance, we’re introducing the Meet the Team: Insurance Basics series. You’ll get to meet our team members and get answers to some of the most common insurance questions. We’re excited to share our stories with you!
This week, we have our amazing Customer Service team: Holly Cline and Jailene Ayala. They’ve helped countless people resolve their insurance issues and find reasonable solutions.
Jailene Ayala
Jailene has been helping Trucordia customers since 2020. She is a joy to be around whether in the office or at home. When not at work, she loves cooking good food with her family.
Holly Cline
Holly joined the Trucordia team in 2021, and she’s as kind as they come. In her spare time, Holly loves doing crafts (especially jewelry making) and watching movies with her family.
Q: Describe what you do – how do you fit into the insurance world?
Jailene: We make changes on people’s policies, and we’re always in communication with the client, trying to keep everything up to date. If a mortgage company reaches out to us, we reach out to them and make sure that information is correct, making sure we have the correct billing set up, if they had their billing set up the mortgage company – things like that.
Holly: I do feel like we’re the first contact the insured speaks with. We’re all pretty good at that.
Q: What’s something you’ve learned about insurance by working at Trucordia?
Jailene: Everything – this is my first time working with insurance. And there’s always something you can learn. Not every situation is the same, so there are different scenarios, and I’ve seen agents who learn things even from me, too, even though I’ve only been here for a few years.
Holly: I haven’t even hit my one-year mark, and I’m making lots of wrinkles in my brain as I learn all these things!
Q: What is the most common question you get asked, and what’s your answer to that question?
Jailene: Since we’re making changes all the time, I get asked about how much the billing will change or why it’s that amount. Usually my answer is, it really depends on what the change is – there’s no base price. It’s really custom to them and what type of things they have.
Holly: Honestly, when I started last July, one of the big questions was, “why is my insurance going up?” due to the insurance commissioners’ emergency order that they couldn’t use credit to base their prices. So that’s what we had to explain; that was an interesting one.
Bonus: What’s the funniest story you have from your years in the business?
Jailene: Not that long ago, towards the end of the day, I was going to take the trash out, but the door locked behind me with everything inside the office. I had my phone in my back pocket, and I had my headset, and I had to wait for Yesica, my cousin, to save me. Thankfully she came to my rescue; I didn’t even think about it locking behind me. Now I’ve learned to take my key with me.
Q: What’s something you wish you could tell the public about insurance?
Jailene: Make sure that you read all of the mail. Stay up to date with everything – there have been situations where they’ve had this vehicle for so many months and they’ve never put it back on [their policy]. Read your mail, stay up to date, and answer your phone calls.
Holly: Just the other day I had a guy call in and he wanted to add his son as a driver on the policy, but he didn’t have his son’s driver’s license number. It’s one of those tasks that’s looming over our heads, so don’t forget [to bring the right information with you].
Our customer service team is here for you when you have questions about your insurance, but they’re not the only resource we have!
Our handy blog posts can answer many questions you may have, including what you need to purchase car or home insurance. So, if you have a question, scroll through our website or give us a call – we’re happy to help!
