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How Lee Livermore Switched to a CNY Independent Insurance Agency and Never Looked Back

January 22nd, 2024 | 5 min read

By Daniel J. Middleton

Having an unsatisfactory experience with an insurer can be frustrating and leave you feeling neglected. You may have experienced a carrier or agency that didn’t prioritize your well-being or strive to provide warm and attentive service.

This may have led to you feeling ignored or taken for granted.

As a CNY-based independent agency, we believe every client is unique and deserves to be treated as an individual, not just a number. We value your voice and your choices, and we work to ensure that you have control over your insurance. Our goal is to provide you with a sense of security and composure, knowing that you’re in capable hands with our agency.

In this article, you’ll discover how Lee Livermore regained solace by switching from a dissatisfying insurance company to Horan, which made him feel at home.

Lee explains how his new agency contacted him regularly, reviewed his policy, updated his coverage, advised him on the best solutions for his home and auto policies, and recommended appropriate coverage for his new pastime.

A Different Kind of Insurance Experience

Lee Livermore is a homeowner in Syracuse, where he was born and raised. He remembers growing up in the ’60s and ’70s in a melting pot of different cultures, among them Greek, Italian, Yugoslavian, and German. Traditional families in the old neighborhoods had a unique blend and prioritized stewardship.

Lee recently retired from the Upstate New York Poison Center, where he served as the public education coordinator for 21 years. The role helped him develop a passion for public speaking.

As to matters at home, he had been with his previous insurance company for 20 years, but he never felt they cared about his needs or situation. He never received any updates or reviews of his policy or coverage, and he had no idea if he was paying too much or getting too little.

While recalling the past, Lee lamented, “Never once in 20 years did they call and say, ‘Hey, you’ve been with us for this amount of time. We should take a look at your policy and upgrade it.’”

He was frustrated and unhappy with his insurance, but he didn’t know where to turn. He thought all insurance companies were the same until his friend, Sean Becker—the CEO of a newly expanded independent agency called Horan—impressed him with his knowledge and passion for insurance.

Sean told Lee about the personalized and proactive service his agency aimed to provide its clients.

Lee was intrigued and curious, so he decided to schedule a meeting and see what they could offer him. He was amazed by the difference that working with an independent insurance agency made.

Firstly, Horan assigned Lee a dedicated agent: Steven Ladd, who initially met with Lee and eventually got to know him personally.

Lee recalls having two policies with different carriers at the time. One for his home and another for his autos. He had two teens living at home, who were turning into young adults. Both teens drove, so there were a total of four drivers in the household.

“After meeting with Steve,” Lee says, “he brought to our attention the importance of upgrading our policy and bringing it up to date because, over the course of 20 years, we bought our house and totally remodeled it. The value of the house increased exponentially.”

His current home policy was woefully inadequate to meet any unforeseen catastrophes that would require a rebuild or repair.

Lee and his wife, Nancy, were advised to increase their coverage, which included adding an umbrella policy to exceed the liability limits on their newly bundled policies, which led to increased peace of mind and protection. He saved money with the bundled policies as well.

Lee Livermore’s five Horan benefits.Lee lacked that overall experience for decades with other insurers, who never thought to contact him regularly and recommend necessary changes to fit his current situation.

Lee pointed out five Horan benefits he was grateful for.

“I am a true believer of the work that both Horan Companies and Steve Ladd do because:

  1. They’re proactive
  2. They contact their customers
  3. They stay in touch with them
  4. They meet their needs, and 
  5. They ask the correct questions as our life experiences change.

“Sandy is absolutely a phenomenal asset to Horan Companies. I love working with her,” Lee says, adding, “I’m a pretty appreciative sort of guy. I think I’m the kind of customer companies like to have, which makes me sad that after more than 20 years with my previous insurance company, they never once reached out to us.”

Lee also explains that anytime he’s had a need or a question on his policy, his calls to Horan result in “quick, professional, accurate responses.” Being on the customer side of things, Lee says policyholders like him don’t always know how to state exactly what they’re looking for or ask the right questions.

He appreciates the Horan team’s kind, calm, and professional approach when helping him through those difficult moments, especially on the part of insurance agent Sandy Lamb, who mainly oversees his policies.

The Power of Personal Service: One Phone Call to Handle it All

Lee’s children, Hannah and Marcus, are now grown, with one no longer on the household policies. Lee has lived in Syracuse and worked in Central New York for several decades. With all the work he’s put in and the level of responsibility he’s shown as a dedicated husband and father, it came time to reward himself.

Lee sums up the experience in a different way: “As we mature in life and have opportunities, we want to be able to enrich our life experiences.”

Enter Harley-Davidson.

Lee bought a motorcycle from the famed Milwaukee bike maker in 2022. He took the plunge at a point in his life that had him reassuring Sandy during a policy call by saying, “Please understand, this isn’t a midlife crisis.”

With Sandy’s help, Lee powered through the bike registration process and obtained insurance cards online. 

“With some companies, you go through a very long phone tree and press “1,” and press another number trying to get where you want to go.”

On the other hand, he says. “I know I’m going to call Horan and speak to a person who knows me, knows my policy, knows my needs, and is more than ready and willing to help.”

Because we work with a stable of qualified insurers, we were able to come back with a quote for the best policy at the most affordable price, which was thrilling for Lee. And though many people are still spending hours, if not days, on Google searching for insurance information on their own, he’s happy to tap into the expert knowledge Horan offers with one phone call.

The Best Way to Get the Coverage and Personal Service You Need

A portion of Lee’s client journey is not that unique. Many of you are or have felt stuck at an insurance carrier who knows you merely as a number. What makes Lee’s story rare is that he chose to do something about it by taking action. He called Horan and allowed our agency to do the heavy lifting.

You can do the same. And you may feel as empowered as Lee afterward.

Working with an independent insurance agency can benefit you in terms of saving money, increasing coverage, and reducing risk. But there is perhaps no greater benefit than the personal service you’ll receive from a local company with boots on the ground. 

We’re an agency with a finger on the pulse of the community you live in because we live and work in one nearby.

What sets us apart in the world of insurance is that we're committed to providing you with a different kind of experience. As an independent insurance agency, we work for you, not for the insurance companies. 

We believe in treating our clients like people, not just policy numbers. 

As you can see from Lee’s client journey, we take the time to listen to your needs, review your policy, and advise you on the best solutions for your situation, even if it changes.

We're always here for you, ready to answer your questions, address your concerns, and help you with any claims or issues. Our goal is to give you the personalized and proactive service you deserve, so you can feel confident, satisfied, and secure.

We will explain the benefits and features of each policy and how they would protect you from potential losses and liabilities. We’ll also give you access to multiple carriers, so you can compare prices and options and choose the best one for your needs. 

At Horan, we’re not just your insurance agent. We’re your insurance advocate.

To start the journey to personal service, click the Get a Quote button below. One of our seasoned insurance specialists will reach out to you to discuss your options.

If you’d like to go on another client journey, read “How a Tailored Policy and World-Class Service Thrilled Kelvin Ringold.”

Get a Quote

Daniel J. Middleton

Daniel is an accomplished content creator. He has been working in publishing for almost two decades. Horan Companies hired Daniel as its content manager in November 2022. The agency entrusted its messaging to him. Since then, Daniel has written insurance articles, service and pillar pages, and more. All in an effort to educate CNY readers. He's helping them understand the world of insurance so they can make informed decisions.