When Life Gets Stressful, Have a Plan
Lately, the I’ve received a number of questions from agencies and there is a common theme: “Can I do this?” In the scenario I’m referencing, “this” is typically an extra service that an agency is considering providing or a new workflow to help create efficiency. While every operation may vary, one thing remains the same. The change would be much easier with a standardized process from the start!
Consistency: Standardized procedures ensure that tasks are completed consistently every time. This consistency helps maintain quality across the agency's operations, from processing claims to handling customer inquiries.
Efficiency: Having standardized procedures streamlines workflows, making them more efficient. Employees know exactly what steps to follow for each task, reducing the time and effort required. This is especially true in situations where the agent is being asked for something outside of their typical duties. Example: The procedure includes standard language to notify the client of the normal timeline and steps when obtaining a homeowners quote. They can then send the proof of insurance to their mortgage lender. In this situation, the client knows they will be sending the proof of insurance to the lender, and helps minimize the number of times the agency is asked to do this on their behalf! This efficiency can lead to cost savings and improved productivity.
Compliance: Insurance agencies are subject to various regulations and industry standards. Standardized procedures help ensure compliance with these regulations by clearly outlining the steps needed to adhere to legal requirements.
Training and Onboarding: Standardized procedures serve as valuable training resources for new employees. They provide a clear roadmap for new hires, helping them quickly understand their roles and responsibilities within the agency.
Risk Management: Insurance agencies can better identify and mitigate risks by standardizing procedures. Clear guidelines help minimize errors and omissions and reduce the likelihood of costly mistakes.
Customer Satisfaction: Consistent and efficient processes contribute to a positive customer experience. Customers who receive timely and accurate service are more likely to be satisfied with the agency's performance and may even become loyal clients.
Standardized procedures are essential for ensuring smooth operations, reducing risks, and delivering high-quality service in the insurance industry.
Mallory Cornell, MBA
Vice President, Virtual Agency Solutions at the IIAW
www.virtualagencysolutions.com