Why All Your Agency Locations Should Use the Same Playbook

Many agencies are starting to expand their business reach beyond the confines of one metropolitan area by opening additional locations or acquiring existing agencies. Managing multiple locations creates new challenges that may open the door for agency E&O claims.

Here’s how to make sure your right hand knows what your left hand is doing.

Understand your agency culture. Owners, producers, agents, CSRs and all other staff must understand the focus of the business. If the agency centers on personal lines, it should not deviate into complex specialized lines. If the agency centers on a specific business niche, it should train all agents and support staff on how to service those markets. E&O claims often arise when the agency attempts to sell unfamiliar insurance products.

Check in with all locations. In order to keep all locations in line with the agency’s overall vision, plan frequent in-person visits to additional agency locations. These visits can build trust and familiarity while making sure staff members are all on the same page. Each location must feel close enough to the primary agency to be able to ask questions, share problems and seek feedback.

Establish uniform office procedures and compliance. Standard operating procedures enhance the efficiency and management of multiple agency locations while simultaneously improving customer service. The essential procedures should not vary from location to location—especially when it comes to customer file documentation standards for date identification of communication with clients and carriers, coverages offered and rejected and maintenance of expiration lists.

Open the lines of communication. Free and open communication with all staff is very important when you have multiple locations. Neither culture nor compliance can thrive if you neglect to focus on communication. Try holding periodic staff meetings via phone or webinar to discuss how to improve operations, better serve customers and avoid E&O claims.

Annette Hollingsworth serves in the products unit of Swiss Re Corporate Solutions and supports insurance agents professional liability underwriters in both the U.S. and Canada.