TAKE YOUR WORKFLOWS TO THE NEXT LEVEL
by Laura Nettles
In this article, Laura Nettles has taken her checklist, “Checklist of Profitable Opportunities to Improve Agency Workflows,” and expanded the sections for workflow processing to address the areas of endorsements, renewals, policy processing, certificates, and claims for Commercial and Personal lines. For benefits, I've included checklists for renewals, marketing, and implementation.
Last year I had the privilege of attending the Agents Council on Technology (ACT) conference in Phoenix. This group of agencies and carriers is committed to effective use of technology in our industry — specifically to benefit agencies. As part of their work, ACT published a report entitled “A Vision of the Future for Agency Technology Including the Essential Next Steps for Independent Agents.” I strongly encourage each of you to read this report. You can access the report online by visiting the Web site www.iiaa.net. Click Agents Council for Technology. “A Vision for the Future” is one of the options in red.
As part of this report, I created a “Checklist of Profitable Opportunities to Improve Agency Workflows” that highlights opportunities for agencies and brokerages to improve workflows.
HOW TO USE THE CHECKLIST
One of the toughest parts of technology implementation involves dealing with each department, and each individual within each department. We're only as good as our weakest link! Have each department and each individual complete the checklist; then evaluate the results by department and by individual. If there are discrepancies, design and implement better workflows. Once streamlined workflows are implemented, training follows.
Have each employee in each department complete the checklist based on their personal opinion of how well they've implemented the option. If the employee has successfully achieved the recommendation, just check the item. If not, leave it blank. The manager of each department should complete the checklist for the department. Please note that the questions might not apply in some areas. If so, just darken the item.
Remind everyone that this is not a test: There are no right or wrong answers. The checklist will help you evaluate opportunities for taking workflows to the next level.
EVALUATING RESULTS
Make workflow implementation a process, not a project. Never stop implementing. The checklist will help let you know what you're doing well, what you're doing consistently, and what you need to do next. Each agency, department, and individual might be in a different place. Your first step is to get everyone in each department to the same level. You want the same items checked throughout the department.
CHECKLIST TO IMPROVE AGENCY WORKFLOWS
1. Streamline Endorsement Process (Commercial and Personal Lines)
Document service standards regarding binding authority;
Define roles (who takes phone calls, who processes mail, etc.);
Train clients to request routine endorsements via e-mail or fax;
Standardize electronic and paper filing of all endorsement requests;
Standardize endorsement follow-up process;
Eliminate second request — call carrier for follow-up;
Process and invoice endorsements as received — do not hold;
Eliminate or streamline cover letters;
Implement carrier download and/or service centers where appropriate;
Eliminate paper copies of endorsements for download/service center carriers;
Create T-file endorsements;
Scan endorsements; and
Have clients request endorsements online via your Web site.
2. Streamline Renewal Process (Commercial and Personal Lines, Benefits)
Establish a renewal time-line creating target dates for tasks;
Document service standards for the renewal process;
Meet with production, marketing, claims, and service to determine renewal strategy;
Set guidelines for gathering updated renewal information;
Create submission/RFP guidelines for getting complete and accurate submission/RFP to markets;
Set up submission/RFP guidelines for renewing with incumbent carrier;
Define ownership of renewal time-line by having the CSR make sure that all tasks are assigned according to the time-line regardless of who actually does the task;
Define responsibility for each task in the time-line (producer or CSR);
Use system-generated schedules and summaries to gather updated renewal information;
Order loss runs online;
Implement integrated proposal system;
Define guidelines for documenting renewal tasks;
Set electronic documentation guidelines;
Provide T-file supporting documentation; and
Scan supporting documentation.
3. Streamline Marketing Process (Commercial Lines, Benefits)
Establish a marketing time-line creating target dates for tasks;
Document service standards for the marketing process;
Meet with production, marketing, claims, and service to determine renewal strategy;
Set submission/RFP guidelines for getting complete and accurate submission/RFP to markets;
Create submission/RFP guidelines for renewing with incumbent carrier;
Develop tracking methods for conversations and follow up;
Set proposal guidelines;
Prepare and track submissions electronically;
Implement integrated proposal system;
Define guidelines for documenting marketing tasks;
Set electronic documentation guidelines;
Provide T-file supporting documentation; and
Scan supporting documentation.
4. Streamline Certificate Process (Commercial Lines)
Document service standards regarding certificate process;
Define roles (who takes phone calls, who issues certificate);
Train clients to request routine certificates via e-mail or fax;
Standardize electronic and paper filing of all certificate requests;
Standardize certificate re-issue process;
E-mail or electronically fax all certificates to holders, client, and carriers;
Document source of certificate request online;
Provide T-file supporting documentation;
Scan supporting documentation; and
Implement client issued certificates online.
5. Streamline Claims Process (Commercial and Personal Lines)
Establish guidelines for monitoring claims;
Eliminate unnecessary carrier follow-up;
Move clients to direct report;
Provide online access to claims information for all carriers to all service providers;
Implement a client service schedule defining claims monitoring for each client — consider including a follow-up with the client when the claim is settled;
Define electronic documentation guidelines;
Provide T-file supporting documentation;
Scan supporting documentation; and
Implement client issued certificates online.
6. Streamline Policy Processing (Commercial and Personal Lines)
Establish service standards for binding coverage;
Define guidelines for delivering binders and invoices to clients;
Establish collections procedures;
Set time-line for processing policies once received;
Implement policy checklist;
Establish guidelines for requesting and tracking policy corrections;
Define electronic documentation guidelines;
Provide T-file policies and supporting documentation; and
Scan policies and supporting documentation.
7. Streamline Implementation Process (Benefits)
Establish service standards for implementing plans;
Create implementation checklist;
Define guidelines enrollment;
Establish time-line for enrollment process;
Implement plan checklist;
Establish guidelines for requesting/receiving information from the carrier and/or client;
Set guidelines for requesting and tracking plan corrections;
Define electronic documentation guidelines;
Provide T-file plans and supporting documentation; and
Scan plans and supporting documentation.
Laura Nettles is president of Nettles Consulting Network, an Atlanta-based firm that helps insurance agencies and brokerages maximize their profits by integrating technology, workflows, and people, For more information, call (404) 325-0023, fax (404) 325-1030, e-mail [email protected], or visit www.NettlesConsulting.com.