At Staples & Associates, our commitment to customer care is more than a promise—it’s the heart of how we operate. Few moments are more stressful than filing an insurance claim, which is why we’re proud to spotlight team members like Chelsea Phippin, PLCS, a sales and service associate who goes above and beyond to support clients. Her empathy, dedication to detail, and deep knowledge of the insurance industry reflect the standard of service we strive to deliver every day.

Meet Chelsea: An Insurance Agent Offering a Personalized Approach to Claims

Since joining our Staples & Associates in 2018, Chelsea has become a cornerstone of our claims support team. With a background in banking and a passion for helping people, she brings professionalism, empathy, and advocacy to every client interaction. Chelsea brought structured communication practices from her banking background, such as proactive client check-ins using clear language to convey warmth and compassion. For Chelsea, the claims process is about seeing the client as a person first, guiding them through unfamiliar territory, and offering peace of mind when they need it most.

When asked how she avoids burning out, Chelsea responded that “it takes a unique person to be an insurance agent…I think every claim is different and every one is a new challenge to  learn the new scenarios and coverages that might come into play when helping a client through that process.”

“Every day someone is experiencing a loss in some way, shape, or form. My first response is always, ‘Is everyone OK? Let me help you,’ because we try to be the ones that are on the front lines for the insurance portion. We’re ready to go to bat for them…every agent is willing and ready to help in any way they can and it goes a long way.” 

Chelsea recognizes that no one expects to need to file a claim, so her goal is always to make the process as smooth as possible. From the moment a client contacts her, she responds quickly, explains coverage in plain language, and ensures customers understand their deductibles, limits, and next steps. If communication stalls with an adjuster, she steps in to advocate on the client’s behalf, keeping the process moving and ensuring no one feels left in the dark.

Whether it’s a catastrophic storm claim or a smaller household loss, she takes time to ask if everyone is unharmed first. She breaks down (sometimes overwhelming) insurance language and gives clients actionable steps they can take, like gathering receipts or photos, to help everyone feel more in control. Her philosophy is simple: every claim is unique, every client deserves compassion, and clear communication paired with genuine care can turn a stressful situation into a manageable one. 

“At the root of it, I’ve always had compassion for helping people, and that’s what led me to succeed in the role I am in today,” Chelsea said. “I love what I do because of the people I get to help, and at the end of the day, claims are a big part of it.” 

An Agency-Wide Culture of Care at Staples & Associates

The internal claims team at Staples & Associates prioritizes client care by making sure real people answer every phone call to their office. With dedicated claims support for commercial and personal lines, the entire team works to ensure efficient communication, timely follow-ups, and a truly white-glove client experience. Watch video testimonials from real clients. 

Even after a claim is resolved, Staples & Associates agents like Chelsea continue supporting clients by reviewing their policy, explaining how the claim may affect future rates, and making recommendations to strengthen or adjust coverage moving forward.

Experience the Difference of a Team That Puts Client Care First

What sets the Staples & Associates team apart is that customer service isn’t about checking boxes. It’s about helping people through some of their worst moments. If you’re looking for an agency that advocates for you, explains your coverage clearly, and stands by your side through every step of a claim, our team is a phone call away. 

Contact your local Staples & Associates agents in Salisbury or Bethesda, MD, or Harrington, DE today to experience a higher standard of client care.