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... client. The result: You lose an educational opportunity for staff to learn nu...to technology in our personal and professional lives, we’ll have to accept tha...

... quoting carrier of the true underwriting picture. The agency might not put together a procedure to track claims reported to the carrier, so a claim might go far awry before the agency has a chance to intercede or help the client. The result: You lose an educational opportunity for staff to learn nuances of coverage and the importance of offering higher limits and optional endorsements. Recommendations Ascertain how each direct-reporting carrier will keep the agency informed of reported claims. Some carriers (too few!) download all claims to agency-management systems nightly. ... the time saved by the insureds doing the entry to think about their request or situation and reply personally or by E-mail with relevant advice, follow-up questions, and coverage suggestions. If necessary, change your conception of a CSR as an order-taking processor to an account-managing client counselor and friend. Interactive Web site usage will allow us to fulfill the predictions that insurance agents will become more relationship-builders than information-gatherers. Remember that the information in your system will now be used by you and by your client — and, in the full flower of ... how, why, and when things happened. This is a vast improvement over phone calls whose documentation, at best, is simply a version of what was said or done. ACCEPTANCE AND NEW DEFINITION OF CONSISTENCE As we all accommodate to technology in our personal and professional lives, we'll have to accept that different clients will want to do business in different ways. Individuals in the same family or business might prefer to use different communication media with your agency. Although the ways that we receive and transmit information from and to Client ...