Why 57% of Insurance Customers Are Shopping—And Why Your Choice of Agent Matters More Than Ever
If you’ve ever had to file an insurance claim after an accident or disaster, you know how stressful that moment can be. You’re not just dealing with damage—you’re dealing with uncertainty, frustration, and the need for fast, reliable help. Unfortunately, too many people find out too late that the insurance company they chose isn’t set up to support them when it matters most.
According to the J.D. Power 2025 U.S. Insurance Shopping Study, 57% of insurance customers shopped for new policies last year—the highest rate in the study’s 19-year history. With more people rethinking their insurance, one critical question comes up:
Should you work with a local Roanoke insurance agent or buy coverage through a 1-800 number or national online provider?
Here’s what you need to know before you decide.
Why “Cheap and Easy” Insurance Often Costs More in the Long Run
National insurance companies spend millions on marketing campaigns promising “cheap, fast, and easy” policies. But insurance isn’t just about buying a policy—it’s about how well that policy protects you when disaster strikes.
The data backs this up: In 2024, more than 45% of insurance policies were shopped at least once, signaling that many customers realize too late that their “quick and easy” coverage didn’t meet their needs.
When you choose a 1-800 number or online platform, you may save money upfront—but you could end up paying much more later through gaps in coverage, poor claims service, and the hidden costs of dealing with an impersonal system.
5 Common Problems With 1-800 Insurance Companies
Before you choose a 1-800 number for your insurance, consider these common service issues:
1. Automated Phone Systems Waste Your Time
Most large insurance companies route you through automated menus when you call for help. It’s common to spend 10 to 20 minutes just trying to reach a human being, especially during high-traffic times.
2. Representatives Don’t Know You or Your Coverage
When you finally reach someone, they don’t know your history or specific needs. You’re just a policy number to them—not a person they know or serve regularly.
3. Out-of-State Agents Don’t Understand Local Risks
The person on the other end of the phone may be hundreds or thousands of miles away from Roanoke. They may not know about local risks like North Texas hailstorms or busy intersections like Highway 114 and 377, which can affect your claims and coverage.
4. Claims Are Slower and More Stressful
Filing a claim often means navigating multiple departments, being placed on hold, and repeating your story several times. This can add hours of frustration during one of the most stressful moments of your life.
5. Coverage Gaps Leave You Exposed
Policies sold through national call centers are usually designed for speed—not accuracy. This “quick quote” process often results in coverage gaps that you won’t discover until it’s too late.
How Local Roanoke Insurance Agents Are Different
Choosing a local agent means you’re not just buying a policy—you’re building a relationship with someone who understands your needs and your community.
Personal Relationships, Not Policy Numbers
At Neill Insurance Brokers, clients aren’t just customers—they’re neighbors. That’s why Neill Insurance maintains a 91.4% retention rate and manages over $6 million in premiums. This level of loyalty happens because clients experience real value, not just transactions.
Local Knowledge That Protects You Better
Local agents understand Roanoke and the broader North Texas area. They know which neighborhoods are more likely to experience hail damage, how local traffic patterns impact accident risk, and what coverage limits make sense for this region.
This insight helps ensure you have the right coverage, not just the cheapest policy.
A Consultative Approach, Not One-Size-Fits-All
Neill Insurance doesn’t just ask, “How much coverage do you want?” They ask, “What do you need to protect?” By taking the time to understand your home, family, business, and financial risks, they recommend personalized coverage—not just the lowest price.
Access to Multiple Carriers for the Best Fit
Independent agents like Neill Insurance have access to multiple highly rated insurance carriers. This means they can shop your coverage across different companies to find the best combination of price and protection for your specific situation.
The Five Advantages of Choosing a Local Agent Over a 1-800 Number
Here’s how working with a local Roanoke insurance agent directly benefits you:
1. Personal Advocacy During Claims
With a 1-800 company, you’re on your own when filing a claim. With a local agent, you have an advocate who knows your policy and can fight for you if a claim is denied or undervalued.
For example, when one Neill Insurance client’s home was damaged in a hailstorm, the first adjuster underestimated the repair costs. Neill Insurance arranged a second inspection, negotiated with the insurer, and ensured the client received a fair settlement.
2. Coverage Based on Risk, Not Just Price
Many online quotes sacrifice protection for lower premiums. Neill Insurance conducts comprehensive risk reviews to ensure you get the right coverage—often saving clients over 20% annually while improving protection.
3. Fast, Local Claims Support
When disaster strikes, time matters. Neill Insurance can connect you directly with local contractors, roofers, or remediation services while helping you manage your claim. This saves you time, money, and stress.
4. Ongoing Support as Your Life Changes
Insurance isn’t a one-time purchase. As your life changes, your coverage should change too. Neill Insurance reviews policies annually and recommends updates based on new risks, life events, or opportunities to save.
5. Community Investment and Accountability
When you work with Neill Insurance, you’re supporting a local business that reinvests in Roanoke. From sponsoring local events to supporting youth sports, Neill Insurance is part of the community—and their reputation depends on serving you well.
Real-World Examples: Why Local Matters
The Small Business Owner
Sarah, a local boutique owner, once bought the cheapest business insurance online. When a pipe burst and flooded her store, she discovered her policy had major gaps. After switching to Neill Insurance, she received personal guidance during a later liability claim that saved her thousands of dollars and significant stress.
The Growing Family
Mike and Jennifer kept their 1-800 insurance coverage for years but never updated it as they bought a home and had kids. Neill Insurance reviewed their policies, identified dangerous gaps, and actually saved them money by bundling the right coverage together.
The Retiree
Robert was approaching retirement when he realized his old policy no longer fit his life. Neill Insurance helped him reduce unnecessary coverage, increase liability protection, and lower his overall insurance costs—giving him peace of mind for the next chapter.
Why More People Are Choosing Local Insurance Agents
Industry trends back this up:
- Customer Satisfaction: The top-rated insurance companies for service are those that prioritize personal relationships through local agents.
- Bundling Benefits: Customers who bundle policies (home and auto, for example) stay with their insurers longer and report higher satisfaction.
- Service Over Price: Nearly half of shoppers say they prioritize better service over the cheapest premium.
Your Next Step
If you’re ready to protect what matters most with the right coverage—and the right partner—it’s time to experience the difference a local insurance agent can make.
