Property and Casualty Insurer Empowers Independent Agents
The Challenge
Provide call centers and field agents with online access to customer information.
The Company
A leading auto insurer.
The Story
Independent agents write more business with the companies that are easiest to write business with. Commission rates and agent recruiting depend on how easy it is to work with a carrier, and the independent agent marketplace is competitive. An end consumer often wants insurance on the spot. To remain competitive, speed policy processing and improve customer service through its large network of independent field agents, a carrier of high-risk auto insurance needed to give its 7,000 independent agents real-time access to customers policies and notices over the Internet. To web-enable its agents, the company turned to Pitney Bowes Group 1 Software for an archive and online retrieval system, as well as a document composition and generation solution.
The Benefits
Superior Customer Responsiveness
The real-time, online access enabled by Group 1 Software replaced the old process, in which the field agent would request a document and the carrier would reproduce the document from stored data and mail or fax the document to the agent after a few days.
Increased Independent Agent Loyalty
Better responsiveness allowed the company to improve both its commission rate negotiation position and its agent recruiting and retention.
Faster Policy Processing
Group 1 generates policies, ID cards, notices, agent statements, and other customer documents directly from the company’s new policy administration system. Documents are stored in an archive where independent agents and CSRs can view and reprint documents anytime.