How Your Coverage Comes Together: A Behind the Scenes Look with HAWK

As an independent insurance agency in Roanoke, VA, HAWK Advisers, Inc. is proud to be a full-service brokerage specializing in commercial insurance, personal insurance, and employee benefits solutions.

From business owners looking to protect their company to families securing their home and vehicles or even an HR manager seeking competitive employee benefits, we know that insurance isn’t just about signing papers. It’s about how you see your assets being secured throughout the process and knowing that you made the right decision for what matters most.

Behind every policy, there’s a process driven by a team of professionals working to ensure that coverage is customized to your unique risks. From your first phone call to a final claims payout, here’s how the journey happens on both the agency and carrier side.

Step 1: The First Conversation with HAWK

Your insurance journey begins when you reach out to HAWK. Whether it’s adjusting a current policy, adding a vehicle, reviewing employee benefits, or insuring your Virginia-based business, your first point of contact is an adviser who specializes in your specific need.

• Personal Lines Advisers work with individuals and families to safeguard homes, cars, farms, renters, life, and umbrella policies. We begin by assessing your lifestyle and risks, then explain carrier options that best match your coverage needs.
• Commercial Lines Advisers partner with business owners across the Roanoke Valley and beyond. From general liability, property, workers’ comp, cyber insurance and more, they analyze your operations and design risk management strategies tailored to your industry.
• Employee Benefits Advisers consult with employers on benefit programs such as dental or vision insurance. With support from our partners at eBen, we provide compliance guidance, carrier negotiations, and employee education resources, among other services.

➡️ On the carrier side, advisers communicate your needs to multiple insurance companies, requesting quotes and comparing coverage options. This is the advantage of being an independent agency — we’re not tied to one carrier, so you receive choice and transparency!

Step 2: Policy Management – Account Managers

Once you select a policy, our account managers step in to keep everything running smoothly. They’re the day-to-day contact who ensures your coverage continues to match your needs.

• Personal Lines Account Managers manage policy changes, renewals, billing questions, and claims support for individuals and families in Roanoke.
• Commercial Lines Account Managers handle certificates of insurance, endorsements, audits, and renewals. As a HAWK commercial client, you also gain access to Keystone’s Risk Advisor Konnect, including a resource network for safety programs, HR consultation, DOT compliance, and claims management.
• Employee Benefits Account Managers support HR teams directly with enrollments, compliance tracking, and helping employees understand their benefits.

➡️ On the carrier side, account managers handle paperwork, endorsements, and confirmations with the insurance company, so you don’t have to chase down important updates.

Step 3: Claims & Risk Management

When something goes wrong, the HAWK team doesn’t leave you to face the insurance carrier alone. Our claims and risk management specialists serve as advocates, guiding you step by step through the claims process.

• For businesses, it often means filing a workers’ compensation or liability claim while also looking at proactive risk management solutions to prevent future losses!

➡️ On the carrier side, adjusters review, investigate, and process the claim. HAWK ensures your case is positioned fairly, advocating for your best possible outcome.

The Coverage Timeline: Start to FInish

1. You reach out (individual, business, or HR need).
2. An adviser evaluates your risks and provides tailored recommendations.
3. Account managers handle the details, service, and ongoing support.
4. Claims and risk management step in when needed.
5. Carriers issue policies and pay claims, while HAWK advocates for you every step.

Why It Matters in Roanoke

At HAWK Advisers, every adviser lives and works in the same community you do. We understand the risks unique to Roanoke and the greater Southwest Virginia region, from small business challenges to protecting family farms and designing competitive employee benefit packages.

Insurance isn’t a transaction but a partnership. Whether you’re looking for personal insurance in Roanoke, VA, business insurance across Virginia, or employee benefits solutions for your workforce, HAWK Advisers is here to guide you every step of the way.