Why Improving Workflow Speed Matters More Than Ever

• October 1, 2025

By Seth Hall

In today’s insurance landscape, speed isn’t a luxury; it’s a competitive advantage. Yet for many agents and brokers, quoting and binding in commercial lines still feels sluggish, manual and outdated. It’s a familiar pain that’s easy to ignore—until it starts costing you clients.

Think of it like a small lump on your back. It’s been there for years. Slightly annoying, but not alarming—so you’ve learned to live with it. But just because it’s always been there doesn’t mean it’s harmless. And just like that lump, slow service might seem minor. Until one day, it’s not.

We live in the Amazon era. Consumers expect fast, seamless experiences, whether they’re ordering groceries or insuring a fleet of trucks. And while insurance is more complex than two‑day shipping, the expectation for speed and responsiveness has seeped into every industry.

Net promoter scores (NPS) are a key measure of customer loyalty and are increasingly tied to how quickly agents can deliver quotes and bind coverage. Clients don’t just want expertise; they want it now. And when they don’t get it, they’re more likely to shop around—or leave negative reviews.

Eighty‑two percent of consumers rate an “immediate” response as important when they have a question—especially in complex industries like insurance, according to a 2023 HubSpot study. And “immediate” means fast: 60% defined it as under 10 minutes. Separately, McKinsey has reported that insurance companies that streamline operations and improve responsiveness can see NPS gains of 20 to 40 points.

It’s not just about speed—it’s about perception. A quick response signals professionalism, urgency and care. A slow one, even if well‑intentioned, can feel like a lack of interest. In an environment where trust and loyalty are earned in seconds, response time is more than a metric. It’s your brand.

In a soft market, delays might be forgiven. In today’s hard market, where carriers are tightening guidelines and rates are climbing, speed becomes a premium differentiator. Agents are juggling multiple submissions, chasing underwriters and navigating shrinking appetites—all while trying to meet growing client expectations.

The result? Frustration on both sides. Clients feel ignored. Agents feel overwhelmed. And the risk of lost business grows.

Just like that lump on your back might be a benign cyst, it might also be something more serious. Either way, it’s worth checking out. The same goes for your agency’s workflows. If they’re slow, inconsistent or overly manual, it’s time to take a closer look. Not because your process is broken—but because the market has shifted, and your clients expect more. The longer you wait, the more business you quietly lose.

Speed doesn’t have to mean a complete tech overhaul. Often, it starts with simple improvements such as:

• Partnering with carriers that leverage technology.
• Building stronger carrier relationships that will enable quicker referral approvals.
• Setting clear expectations with clients about turnaround times.
• Using automation tools where they make sense.

These small, strategic changes can create a significant impact not just in operational efficiency, but in client retention, referrals and overall satisfaction.

Seth Hall is president and chief operating officer of LIO Insurance.