Liberate’s Tom Freeland on Prioritizing Customer Needs with Empathy and Service Excellence

In this episode of the Insurance Experience podcast, our host, Co-founder and CEO, Amrish Singh speaks with Tom Freeland, who shares his journey and insights. He discusses the importance of prioritizing consumer needs and how empathy plays a crucial role in customer service, especially during claims handling. 

Tom shares his thoughts on cost management strategies for publicly traded companies and the value of unique insights for industry success. Together, Tom and Amrish explore the integration of technology in the insurance sector and its impact on improving consumer experiences. 

Topics discussed:

• The importance of prioritizing consumer needs and keeping them at the forefront of business decisions to differentiate and succeed.
• Strategies for cost reduction and maintaining profitability, especially for publicly traded insurance companies.
• The value of unique insights that have helped companies succeed in selling insurance-related software or services.
• How technological expertise has benefited their business, especially in combination with industry knowledge.
• The importance of empathy in handling customer claims and interactions is highlighted, stressing the need for understanding and compassion.
• The pivotal experiences that significantly shaped Tom’s understanding and approach to the insurance industry.
• The difficulties faced by new entrants in the insurance industry, especially in leadership roles.
• How shadowing claims representatives can give leaders deeper insights into customer problems and the importance of firsthand experience.