4 /5 Dr. Mohammad Shamsuddoha: I have been a loyal client since 2022, and I initially appreciated the service quality and responsiveness. However, over time, my experience has become increasingly disappointing, particularly over the last two years.
One of my primary concerns is the persistent increase in premium costs across my policies without clear justification or visible added value. Despite holding seven separate policies with your agency, I have not seen any tangible benefits or recognition of my long-term commitment. Each time I inquire about rate hikes, I receive the same standard explanation, which feels impersonal and dismissive of my loyalty.
Additionally, the frequent turnover in staff has made the service feel fragmented. At times, it seems like no one is familiar with my history or needs—with the exception of Zack, whose consistency I do acknowledge and appreciate. After that he never reduce the premium hike but explain well; that’s it.
Frankly, I don’t feel treated as a valued client. My interactions often result in generic replies, rather than solutions tailored to my profile and tenure. If client retention and relationship management were truly prioritized, I believe my experience would reflect that.
I hope this feedback is taken in the spirit of constructive dialogue. I hate giving low rating as I understand business challenges. I waited a long time and got little impatience. I would welcome a more proactive and personalized approach moving forward, especially considering the scope of my engagement with your agency.
