Agency Profile: The Case for Download

NBT-Mang Insurance

Norwich, New York
Founded: 1894
Employees: 150

The efficiencies just keep rolling in ever since NBT-Mang Insurance, a Big “I” Best Practices agency, turned on download functionality. The focus on download is so successful that the agency has earned industry recognition for its high download volume.

This isn’t NBT-Mang’s first time at the download rodeo. But what’s evolved is a carefully designed agency-wide plan to prioritize which carriers to approach about providing download, as well as the type of information to be included.

Another key: The contributions of an agent who had experience with download and knew it would make the business more efficient and profitable. NBT-Mang leadership listened to Mark Harrison when he joined the team in 2011, bringing an appreciation for the value of direct access to basic policy information and the ability to work directly with the individuals providing it. Harrison manages commercial lines download and seeks every opportunity to engage carriers in the initiative.

MARK HARRISON, AGENCY OPERATIONS ADMINISTRATOR

Download changes everything. When agencies actively engage with carriers and user groups and other industry organizations, that collaboration helps pave the road to a better user experience. Without all those organizations, there’s really no roadmap for getting anything fixed. The separate voices have to join together to get anything done.

RICK MIRABITO, CHIEF EXECUTIVE OFFICER

We maintain an ongoing initiative to become more efficient with fewer resources and to maximize technology. Embracing electronic download has allowed us to become a more efficient agency, resulting in improved operating results.

RICH CAMPAGNA, CHIEF OPERATING OFFICER

The time savings is significant and continues to increase. The most telling factor is that the department processing policy transactions decreased in size over the past five years while revenue increased by more than 20%. In addition, with electronic download, we are able to avoid the errors that would be more likely in a manual process where we are entering data off dec pages.