Insuserve-1 : Helping Agencies Embrace Change and Thrive

Amy Mauk: Director of Sales

A common theme among today’s agencies is the issue of hiring and retaining quality personnel. The importance of the CSR and Account Manager roles cannot be overstated. They act as the liaison between the client, the producer, and the carriers. Their work needs to be done quickly and efficiently, yet it also needs to be done right. But talk to any Account Manager and they’ll tell you they’re overwhelmed. Mauk points out that “when Account Managers and CSRs are overwhelmed the quality of service in an agency can suffer – phone calls aren’t returned in a timely manner, certificates aren’t issued on time, and important policy administration tasks, such as policy and endorsement checking can fall by the wayside.”

Allowing in-house staff to delegate routine tasks to an outsourcing partner can lighten their workload and lead to greater efficiency and better customer service. When experienced insurance professionals are hard to come by, retention is that much more important. Kumaar recounted the experience of one of his clients, “The client had recently lost a couple of Account Managers and was having difficulty hiring. We were able to take over all the routine policy administration tasks being handled by their in-house CSRs. The company then promoted those CSRs to Account Managers. Those Account Managers were able to focus their attention on learning their new roles and providing great service to the agency’s customers.”

The insurance industry is, at its core, a relationship-centered business and Kumaar says, “our business is about people, not just processes. Companies that partner with Insuserve-1, aren’t just gaining processing capacity and capability, they’re adding Insuserve-1 people to their team. We stress the concept that outsourcing with is a way for agencies to shift their focus back to their customers by leaving the bulk of their policy administration tasks to us.”