July 1, 2023
Get the Most Out of Our Contact Center
Wherever possible, we strive to enhance your service experience.
Tips & Tricks!
For your convenience, we have compiled a list of the most important facts you should know about our contact center.
Starting off strong, being ready is everything! Preparation of any information that may be relevant to your request should be done in advance! This includes the account number, contact details, and any other information that will help us address your request and others in a timely manner.
- Mondays and Tuesdays tend to be higher volume call days where the wait to speak with a Customer Service Rep could be slightly longer.
- Usually, mornings have the least amount of traffic and the shortest wait times.
- Callbacks are offered to both agents and policy owners during most of the day (as queues allow).
- The day following a major holiday tends to be busier for call centers, so please keep this in mind. However, if you need assistance, we are always available until the last call of the day is answered.
Hours of operation: 8am-7pm EST Monday through Thursday and 8am-6pm EST on Friday’s
PRO Tip & NLG Agent App
Check your agent portal to determine if what you’re looking for is there FIRST! To save you time, we are constantly improving the portal’s user experience. The suggestions you make about what you want to see on your portal view are extremely valuable to us. We encourage you to check back to see if your requests have been implemented.
NLG AGENT APP: Your Business on the Go!
Download it today and experience the benefits first-hand. Can’t access these links on your smartphone? Search “NLG Agents” in your app store.
