Customer Success

Break Barriers and Banish Limitations to Your Phone Service

Hancock Insurance is using vFax to send documents through email, effectively.

Insurance agent at work
Hancock Insurance Founded 2005 PDF Download
Employees 6 Clients 2,000
Favorite Features vFAX, International Calling, Nextiva Support

Hancock Insurance is an independent insurance agency servicing clients in Arizona and Utah. The company began in 2005 in Peoria, AZ, and now works with over 2,000 clients. Instead of working with just one insurance company, Hancock Insurance works with 20 so they can compare pricing and plans to find their clients the most competitive rates on business, property, and life insurance.

Cory Wormell is an insurance agent that started with the company in August 2014. At this time, Hancock was using Jive for their VoIP phone system.

He quickly became frustrated with their product and customer service.

Wormell stated, “I was consistently having to call in for issues; we sounded like robots and could barely hear our callers. And when I called, I would always be on hold for at least 30 minutes. When they would eventually answer my call, the support reps wouldn’t know how to help me. It was always just a waste of time.”

"

The entire team is happy with Nextiva. We receive great service and the call quality has improved significantly, plus we can call Canada cheaply! Our potential customers are searching online, and then they call in. If we miss a call, we miss a chance to earn someone’s business. With Nextiva, we're all much more confident in the reliability of our phone service.

Cory Wormell Insurance Agent

Make Uninterrupted International Calls

Another major issue that Hancock Insurance was facing with Jive was the inability to call internationally.

“A lot of our customers are snowbirds,” Wormell explained. “They are only in the United States during the winter months to escape the cold, but we need to be able to reach them at all times of the year. It was extremely limiting when we couldn’t.”

In 2015, Wormell got the go-ahead to begin searching for a new VoIP provider. He did a lot of online research and was happy to find that Nextiva was a local Arizona company.

Peoria, AZ

Work with a Dedicated Team

He started chatting with a representative on the website and was pleased with what they told him.

“It was very convenient that I could just chat with Nextiva, and it was clear that it was an actual person! I could ask any question and get a quick response.”

"

I love the Support team. They all know exactly what they are talking about, I never have to wait long, and they’re always friendly. After the horrible experiences we had with Jive, Nextiva Support has been a breath of fresh air!

Cory Wormell Insurance Agent

Throughout a month, Cory Wormell researched different cloud communications providers, looking at Vonage and 8x8 in addition to Nextiva.

Nextiva clear quality, affordable prices, and fantastic customer service made a choice simple.

After they made the decision to transition to Nextiva, the onboarding process took about three weeks to complete with no downtime.

Another Hancock Insurance agent at work

Responsive Support

Hancock Insurance decided to keep the phones they used with their previous provider, so they worked with Nextiva Support to provision them.

While they waited for their numbers to port over from their old provider, Nextiva provided temporary VoIP numbers they could forward to so they could start using their new service right away.

The transition to Nextiva was smooth for the entire staff. “The entire team is happy with Nextiva. We receive great service, and the call quality has improved significantly, plus we can call Canada cheaply!” Wormell remarked.

“Our potential customers are searching online, and then they call in. If we miss a call, we miss a chance to earn someone’s business. With Nextiva, we're all much more confident in the reliability of our phone service.”

Cory’s positive experience with Nextiva employees during the sales process only continued once he became a customer.

“I love the Support team. They all know exactly what they are talking about, I never have to wait long, and they’re always friendly. After the horrible experiences we had with Jive, Nextiva Support has been a breath of fresh air!”

front of the Hancock Insurance location in Peoria, AZ

Send a Fax Via Email

Hancock Insurance also adopted Nextiva vFax for online faxing, which Wormell has found to be a perfect fit for their business.

Insurance agencies handle a lot of valuable information, including claim forms, medical records, and more that require signatures and extra security.

"

Everything is so much more reliable. And when I do call in, I never have to convince Nextiva that they need to help me. When I called other providers, they would just try to pass the blame to the Internet company or somewhere else, and basically tell me it wasn’t their problem. Now, when I call Nextiva, it’s like we’re a team. They work with me to figure out an alternative, even when they are not the source of the problem.

Cory Wormell Insurance Agent

Generally, these documents cannot be sent through email, so online fax is very useful.

“Our fax bridge has never failed, and I love that we can send faxes through email and never worry about a busy signal. It’s like every computer is a fax machine!” he explained.

“And I really like the received receipts we get after we send a fax. It’s extra confirmation that the system is doing what we need it to.”

3 Takeaways you can pull from this story:

1. Send important documents online, securely.

2. Work with a team that is unlike all others.

3. Make worry-free International calls.

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