Agency Operations

Vaughn Graham got his start in an insurance company mailroom at 16. Today, he’s the new Big “I” chair. Learn how he plans to help build up the community that gave him a solid foundation.

Does your agency’s website make promises you can’t keep? Even the most innocuous language could morph into an errors & omissions disaster.

Want to avoid getting a letter from your E&O carrier informing you of an uncovered, excess exposure? When selecting E&O coverage limits, ask—and honestly answer—these questions.

At Best Practices agency Ross & Yerger, everyone’s business card could say “owner.” Employees in all roles say being 100%-employee owned drives a sense of accountability and pride.

Last fall, Debbie Gates had a family emergency that took her out of the office for 48 days. During that timeframe, her boss paid her every penny of her salary—and made sure her benefits were adequate to help support her family’s medical costs.

Whether it’s a personal or commercial lines policy, is there ever a good reason to use something other than the insured’s legal name?

Some agencies find that outsourcing lower-level service interactions helps in-house employees improve the quality of their customer service. But for most smaller shops, in-house service is still a hallmark of the independent agency.

Customer service is a sacred cow for many independent agencies. But if you have an eye on growth, outsourcing customer service might not only make sense, but actually help you strengthen relationships with clients.

Which does your agency implement: in-house or outsourced customer service? Two independent agents debate which is more effective.

As new risks continue to emerge at a dizzying pace, new insurance products are cropping up constantly. And even a veteran insurance agent can run into trouble placing these new coverages.