Beyond Customer Service: The Power of a Seamless Client Experience
By Sean Brown, CRIS
Assistant Vice President,
Berkley Construction Professional | a Berkley Company
November 5, 2025
At Berkley Construction Professional, we believe a strong policy is only part of the value we deliver. The real differentiator is the experience and expertise that surrounds it. That’s why we’re committed to a client experience built on trust, transparency and meaningful collaboration with brokers. Here’s what that looks like today, and what we’re focused on through 2026 and beyond.
Customer Service vs. Client Experience
Great customer service is table stakes. Clients expect quick responses, timely quotes and a smooth claims process when the unexpected happens. We take that very seriously. Our team is known for rising to the challenge in high-pressure or time-sensitive situations. Brokers often tell us they value how easy it is to work with our underwriters, who are engaged, collaborative and construction industry savvy.
Our client experience goes deeper. It’s about listening closely, anticipating needs, applying our construction industry expertise and delivering solutions tailored to your clients’ unique needs. It means understanding your client’s project and their business, not just the numbers required to put it in place. When the experience feels personal, proactive and genuinely supportive, we earn your and your clients’ loyalty. That leads to stronger satisfaction, better retention and more referrals over time.
Where We Deliver True Value
- Strong relationships: Trust is at the heart of the Berkley Construction Professional experience. We build trust through open communication and a willingness to collaborate. We know strong relationships between brokers and underwriters can make or break a renewal or complex submission, so we work to strengthen those connections every day, in every interaction.
- Innovative, tailored solutions: Construction risks evolve quickly, and so do our programs. From Design-Build to integrated project delivery methods, Berkley Construction Professional is known for our forward-thinking coverage strategies. We embrace the challenges of addressing and finding solutions for complex project risks.
- Client-focused communication: When things go wrong, or when decisions need to be made quickly, how we communicate matters. We’ve earned praise for our creativity, flexibility, and responsiveness. But we know consistency is just as important. That’s why we’re always looking for opportunities to improve our internal coordination and to make sure communication stays clear and reliable, no matter who’s delivering the message.
What’s next for Berkley Construction Professional?
We’re proud of the client experience we offer today, but we know there’s always room to grow. Based on your feedback, we’re focusing on several key areas through 2025 and beyond.
First, we’re enhancing the consistency of our communication. That includes ensuring clients receive timely updates throughout the underwriting and claims process, not just at major milestones. It also means supporting all underwriters so they can be responsive and provide timely quotes.
We’re also reviewing our policy forms and underwriting approach to allow for even more flexibility. Brokers have asked for a little more room in pricing discussions and more adaptable policy language to suit today’s evolving risks. We’re embracing opportunities to engage in pricing discussions and adapting policy language where possible. We’re developing solutions that reflect the current construction landscape, while upholding the underwriting discipline that our brokers and clients rely on.
Finally, we’re doubling down on areas where we’re already market leaders. We’re expanding our specialized program offerings and actively exploring new products. We’re also increasing our investment in risk management, thought leadership, producing claims and underwriting data, and sharing insights at industry events, on our website and on LinkedIn to help our brokers and policyholders stay ahead of industry trends.
The Takeaway for Brokers
You’re already the trusted voice in the room. Our role at Berkley Construction Professional is to support that trust, not only with strong products and responsive service, but with an experience that makes your job easier and your client relationships stronger. Whether it’s a renewal, a new risk or a challenging claim, how we work together shapes the experience your clients remember.
About the Author
Sean joined Berkley Construction Professional in 2018. He is responsible for the growth of the small and mid-sized firm portfolio as well as the large firm opportunities across all product lines. Sean has achieved the Construction Risk and Insurance Specialist (CRIS) designation. He is a graduate of Villanova University with a Bachelor of Business Administration degree in Finance and Real Estate. He is based in Morristown, New Jersey.