At Southwick Insurance, the Hess family has been treating customers like family for 25 years.
Owner Daniel Hess opened the business in 1987 and was later joined by his partner and brother, Jerry. Brother Michael serves as the company’s accountant, and Hess’ daughter, nephews and sister-in-law all work for Southwick Insurance.
“You feel secure having family working for you,” said Hess. “It’s more than just a job to them.”
That feeling of trust is extended to every Southwick Insurance customer, which can weigh heavy on Hess’s shoulders.
“We insure 1,800 homes in Southwick and 1,500 in Westfield, as well as homes in other towns, so when I go home at night, I’m not just thinking about the safety and security of my family’s home, but I’m responsible for 5,000 people,” said Hess.
A Southwick native, Hess grew up with his three siblings on Fernwood Road. He rode his bike all over town and knew his neighbors. Although times have changed a bit, Hess still knows his neighbors and wants to help protect them.
“I think our customers appreciate that we take the time to know them and shop around for them,” said Hess. I think 25 years in business proves that.”
Southwick Insurance only deals with A-rated insurance providers or better.
“One of the things we’ve always done is shop for the best for our customers,” said Hess.”We only use national companies because they are more solid and we have more buying power working for our clients than they have as individuals going with a so-called cheaper, online company.”
Hess said many people are duped into signing up for their own insurance online, rather than working with an agency.
“We usually end up getting better coverage at a better rate,” said Hess.
Being part of the community, Hess is able to respond quickly to his clients’ needs. He said he is often at the scene of a fire in a customer’s home minutes after the fire department arrives. Hess said being there, in person, and helping customers on the spot in an emergency makes Southwick Insurance unique.
“I have been able to write an emergency check on the spot that will help a family through a tragedy,” said Hess.
Last year, all of western Massachusetts was in a state of emergency – more than once. Hess said 1,500 claims were filed on behalf of his clients last year, which was a new record.
“It started with the ice dams and roofs collapsing, then it was the earthquake followed by the hurricane and the Oct, 29 storm,” said Hess.
Through all the disasters, Hess and his staff were there for Southwick Insurance customers, just like family.
“We were without power after the October storm and we were all using our cell phones and we were able to help our customers,” said Hess.”The damage was unbelievable – it was shocking. We tried to help people get their life back to normal as quickly as possible.”
One way Southwick Insurance has continued to thrive over the years is that it has changed. As new technology became part of people’s lives, it also became part of the company’s way of doing business.
Hess said it used to be paper transactions for everything, and today it is all digital.
“People can log onto our website and get a quote now,” said Hess. “Some people prefer to do everything online and we don’t even see them in the office – we can work however our customers want.”
Southwick Insurance also has a Russian speaking customer service representative and Hess said everyone is well-versed in all types of insurance.
“When someone insures with us, they are not alone,” said Hess. “We have service, knowledge and expertise.”
Southwick Insurance is located at 562 College Highway and 1098 Memorial Ave., West Springfield, or visit them at www.southwickinsagency.com.
