Harbor Brenn Agencies logo

In the dynamic landscape of insurance, Harbor Brenn Insurance Agencies highlight how the combination of empathy and Vertafore solutions enables independent agencies to build meaningful relationships while maintaining efficiency.

Heart and technology

Today’s insurance world demands adaptability and innovation. Ashley Decarteret, the dynamic agent & owner of Harbor Brenn Insurance Agencies, reveals a perfect blend of digital agility and human touch with Vertafore’s cutting-edge solutions at her side.

 

How Harbor Brenn Agencies' fusion of heart and Vertafore technology are driving growth

Since its inception in 1977, Harbor Brenn Insurance Agencies has been Petoskey, Michigan’s steadfast ally, consistently delivering reliable service. “Our community is our lifeline, and the bond we share with them is immeasurable,” Ashley explains. “When we say we are here for them during their worst days, we mean it wholeheartedly.”  

But in an era brimming with data and with personal lines customers numbering in the thousands, how does an agency preserve that heart-to-heart connection? Ashley’s answer: a mix of tech and empathy. “Balancing automation with a personal touch is crucial. Vertafore’s solutions have enabled us to be there for our customers in their times of need without overwhelming our resources.”  

Dynamic solutions, real results  

Every day, an independent insurance agency juggles a myriad of conversations. From joyous life milestones to unexpected hitches, agents are on their toes, ensuring no client detail goes unnoticed. “While interactions form the heart of our work, efficient tracking and documentation are its backbone,” Ashley explains. “Without a system like AMS360, managing it would be a colossal challenge.”  

Ashley explains how AMS360’s features, such as quick NAVs, have become indispensable tools: “These quick navigation features have been a game-changer.” Employees can swiftly access what they need without stumbling through intricate workflows. These features ensure that the agency has a smooth process even in turbulent waters. 

Driving revenue with automation   

With Vertafore’s’ integrated solutions, Harbor Brenn can successfully cater to thousands of personal lines clients. “The technology we have in place lets us be personal and proactive without having to do a lot of backend work,” said Ashley.   

Highlighting its impact, Ashley shares a win: The success of an automated renewal review process using AMS360 and Vertafore Client Communications. Clients receive a friendly email reminder 45 days before their P&C policy renewal, complete with a link to update new or changed coverage needs.    

This proactive approach not only streamlines operations but also bolsters revenue. “We’ve got a 42% open rate and a very high response rate on these emails,” Ashley beams. “We’ve sold a zillion umbrella policies this year because of this process. We’re simply having coverage conversations with our clients that we wouldn’t have had otherwise.” 

Client Fast Facts

About Harbor Brenn Insurance Agencies

Since its founding in 1977, Harbor Brenn Insurance Agencies, based in Petoskey, Michigan, have provided exceptional, personalized services to thousands of personal lines clients with the ultimate goal of turning insurance into what it always should be — easy. You won’t find any suits, fancy talk, or jargon, at this agency. Only local, friendly people who are dedicated to their clients.

Number of employees: 19

Vertafore customer since 1997

Vertafore Solutions

 

  

  

Big picture, brighter future  

In today’s shifting industry terrain, staying grounded while scaling the agency is challenging. Yet, as Ashley attests, the right InsurTech can be a game-changer, even through market uncertainty. Vertafore’s comprehensive solutions equip agencies to manage accounts holistically, delivering a tailored client experience.   

During trying times, the trust Harbor Brenn has fostered with its clientele is evident. Ashley remarks, “With the pandemic and supply chain issues causing insurance premiums to start increasing. I’m really proud of my customers who are not leaving, and I’m also really happy with the systems we have in place that allow us to reach out to them proactively.” These initiatives, be it blog posts or personalized messages, are all about ensuring that clients are never in the dark. And with Vertafore, the agency can consistently deliver on that promise.

Ready to take the next step?
Contact us to learn more about how Vertafore can help you
improve efficiencies and leverage automation.

Learn more     Contact Vertafore

Connor Insurance Agency logo

In the world of insurance, adaptability is key. Connor Insurance Agency stands as a testament to this adage. Under the direction of trailblazer Oliver Connor, this family-owned independent agency embarked on an impressive digital transformation journey with Vertafore. This transformation is a lesson in overcoming challenges, enhancing client relationships, and embracing the digital age.

Meet Oliver Connor

Discover how Connor Insurance Agency harnessed the power of Vertafore technology to scale their operations and foster meaningful relationships, allowing them to excel amidst the challenges of a volatile market landscape.


 

The wake-up call: Drowning in paperwork

Oliver describes his initial venture into the family business as being met with a scene "so out of whack." Recounting those early days, he quips, "It was like stepping into a time warp. Paper was everywhere, and I just thought, ‘we can do better.’”

The quest to improve efficiency and reduce manual labor led them to Vertafore, an insurance technology provider aligned with the agency's ethos: “one size does not fit all.”

Efficiency reimagined

According to Oliver, Vertafore's solutions were pivotal in reshaping their operations. "Every form, every claim, every policy — it's all digitized, streamlined, and incredibly easy to manage," he says.

With AMS360's ability to centralize information, this independent agency was no longer shackled by endless paperwork or disconnected systems. "We've got every policy, claim, or customer contact detail at our fingertips”, Oliver adds.

Oliver notes that another stand-out feature of working with Vertafore solutions is the capacity for integration with other business and InsurTech software. "This integration feature is something that's really put Vertafore ahead of the curve”, Oliver explains. "We've connected it to our CRM, accounting software, and even our email system. This interoperability means we have a holistic view of all our data and processes. It's like having all our tools in one toolbox."

Leveraging automation

Vertafore is more than just a technology provider to Connor Insurance Agency. It's a strategic InsurTech partner that has transformed their approach to business. Automated communication through integration with AMS360 and Vertafore Client Communications has revolutionized client interaction.

This communication feature wins considerable praise from clients, with nearly 700 expressing their appreciation through reviews on the agency’s website.

One day, Oliver received a reply email from a client expressing his gratitude for "staying on top of things." The funny thing is that no employee at Connor Insurance Agency had emailed the customer—the message was automated through integration with AMS360 and Vertafore Client Communications.

"That's when you know you've hit gold. You've put no effort in, and yet the system works perfectly", says Oliver. The agency’s team got the credit for being a trusted adviser, and the client “was just happy to have timely communication."

Triumph through uncertainty

In the face of market uncertainty, triumph for the agency came in the form of dodging a considerable financial bullet. The agency was faced with a loss of a $50,000 carrier contingency bonus—a scenario Oliver Connor aptly described as a "blow that would have hurt." The loss was a threat to fiscal stability, and the scenario presented a real danger of derailing their progress.

However, in the face of adversity, the agency’s strategic tech stack made it possible to effectively bridge the financial gap. As Oliver recalls, they "didn’t feel the sting," an affirmation of the indispensable role of Vertafore in transforming a potentially crippling loss into a testament to the agency's financial resilience and the robustness of their chosen technology partner.

  

  

Ready to take the next step?
Contact us to learn more about how Vertafore can help you
reduce paperwork, improve efficiencies, and leverage automation.

Learn more     Contact Vertafore

gillman

Gillman Insurance Problem Solvers has been serving the metro Atlanta community since 1993. Their mission is to solve problems, focusing specifically on the insurance needs of their customers. The small commercial and personal lines agency has been a Best Practices Agency for six years running and landed themselves as a Best Practices Top Performer in their revenue size category in 2020.

Top Best Practices operating metrics for Gillman Insurance Problem Solvers

Metric Rank
Sales Velocity 90%+
Commercial P&C Organic Growth 90%+
Individual L/H/F Organic Growth 90%+
Net Revenue Organic Growth 90%+
Value Creation Calculation 90%+
Pro Forma EBITDA Margin 90%+
Pro Forma Revenue per Employee 90%+

Modernizing the Agency

Gillman Insurance Problem Solvers

Vertafore solutions

  • AMS360
  • InsurLink
  • Orange Partner Integrations
  • Vertafore Client Communications

Proven results

  • Achieved Big “I” Best Practices Top Performer in their revenue size category in 2020
  • Maintained over $200,000 in revenue per employee
  • Maintained retention rate in the 90th percentile of agencies

Gillman Insurance Problem Solvers is focused on improving their client digital experience and agency management. As such, they’ve partnered with Vertafore to foster client engagement and drive productivity.

AgencyOne workflow graphic

Gillman Insurance Problem Solvers attributes their success to their ability to grow using technology."

Founder and owner Ed Gillman says, “We’ve come close to doubling our revenue over a six-year period while only having to add one or two folks to the team. People are really important, and so is the environment, culture, and technology they use to do their job.”

Vertafore plays a critical role in Gillman Insurance Problem Solvers' ability to automate tasks, increase efficiency, and serve their customers with ease. “We believe that insurance is just something that most people want to check off of their to-do list,” Gillman says. “So, we make it easy, seamless, and relatively painless.”

Gillman Insurance Problem Solvers uses Vertafore’s AMS360 to provide top-notch service when it matters most. “The key is having AMS360 be able to communicate with our customers in an automated fashion,” Gillman says. “It allows us to spend less time re-keying data and more time thinking about how we can help service our clients or find new business.” Gillman believes not only are his customers better off, but his employees are more productive and happier in the office because of AMS360.

Innovative solutions for the modern agency

Insurance is evolving: The industry is quickly consolidating, client expectations are growing, and technology is creating new opportunities. The key is staying ahead to remain relevant and profitable. If you’re unsure how to move forward in this evolving landscape, Vertafore is here to be your partner and guide you through these changes.

Ed Gillman - Gillman Insurance Problem Solvers

“We’ve come close to doubling our revenue over a six-year period while only having to add one or two folks to the team. People are really important, and so is the environment, culture, and technology they use to do their job.”

Ed Gillman,
Problem Solver,
Gillman Insurance Problem Solvers 

 

On top of AMS360, Gillman Insurance Problem Solvers uses Vertafore Orange Partners that integrate with the management system to further enhance their business. Gillman points to Vertafore Client Communications, powered by ClientCircle, as one of his favorites for automating his marketing efforts. “The key is to be in front of the prospect or customer when they are ready and interested,” Gillman says. Vertafore Client Communications and AMS360 allow Gillman Insurance Problem Solvers to automatically reach out to customers and prospects at the ideal time to increase the chance of closing more business.

Gillman Insurance Problem Solvers also uses Vertafore’s InsurLink to impact the customer experience. InsurLink is a customer portal that allows the customer to service themselves, taking the workload off the CSR team and providing fast, reliable service every time. Gillman says, “When I think about how people like to do business, whether it’s with Amazon or their bank, they not only want it done, they want it done yesterday. They not only want it in a certain manner or format, they want options.”

Gillman Insurance Problem Solvers' customers can download their own auto ID cards, or quickly see their policies on their own. To Gillman, that’s a huge value in providing a seamless experience for his customers.

“The golden rule is he who has the gold, rules. And at the end of the day, the customer has the gold. You’ve got to be able to adapt and be flexible to serve them.”

This intense focus on the customer has resulted in Gillman Insurance Problem Solvers achieving a revenue per employee of over $200,000. On top of that, the agency has stellar retention rates that help drive even more revenue.

About the Best Practices Study

As a Best Practices Top Performer, Gillman Insurance Problem Solvers has retained its Best Practices status for six years running, becoming a part of an elite group of independent insurance agencies around the United States and earning the additional designation as the highest performing agency in its revenue category. This status comes by participating in the Independent Insurance Agents & Brokers of America (IIABA or Big “I”) Best Practices Study group. The annual survey and study of leading independent insurance agencies documents the business practices of the “best” agencies and urges others to adopt similar practices.

Since 1993, the Big “I” and Reagan Consulting, an Atlanta-based management consulting firm, have joined forces to study the country’s leading agencies in six revenue categories. The agencies comprising the study groups are selected every third year through a comprehensive nomination and qualifying process and awarded a “Best Practices Agency” designation. The agency was nominated by either an IIABA affiliated state associate or an insurance company and qualified based on its operational excellence.

The selected Best Practices agencies earn the Top Performer designation and retain their status during the three-year cycle by submitting extensive financial and operational data for review each year. This is the second year of the current three-year study cycle, where over 1,000 independent agencies throughout the U.S. were nominated to take part in the annual study in 2019, but only 264 agencies qualified for the honor. To be chosen as a Best Practices Agency, the agency had to be among the 35-45 top-performing agencies in one of six revenue categories.

Disclaimer: The results of this agency depend on a variety of factors and Vertafore makes no representation that the same results can be achieved through implementing the same or similar technology solutions.

Bevco Insurance logo

Company snapshot

BEVCO Insurance, in Lugoff, South Carolina, takes pride in being the insurance agency that cares for its clients— providing homeowners, auto, and life insurance in South Carolina, North Carolina, Georgia, and Florida. Since owner Beverly Scott took over, the agency has transitioned from operating out of filing cabinets to utilizing a modern management system that enables growth, retention, and success for the agency.

Easy to use and accessible

When Beverly Scott purchased the book of business for BEVCO insurance, she and COO /Vice President Teresa Fuller were tasked with replacing filing cabinets and mounds of paper with a management system. Both were instantly drawn to QQCatalyst for its ease of use and adaptable interface. Coming from a background in software, Teresa knew she wanted a system that allowed her to focus on insurance instead of technology.

QQCatalyst changed the way BEVCO does business by streamlining daily processes and consolidating information into a single platform. This past year, QQCatalyst allowed employees to work remotely throughout the pandemic. Accessing files online enabled the team to continue with business as usual.

Because of QQCatalyst, we have the flexibility to keep churning out quotes, selling policies, and working seamlessly from any location. And with the integrations available, we have been able to use mobile applications, working as if we were in the office. All of these systems in place have made all the difference in the world.”
– Beverly Scott
   Agency Owner, BEVCO Insurance

In the insurance industry, there has been a dramatic shift to remote work. To adjust to this new norm, agencies need a management system that allows employees to work remotely. QQCatalyst enables professionals to service clients from any location while maintaining consistent employee productivity. By using QQCatalyst, BEVCO Insurance has the confidence that the business will continue to succeed despite interruptions.

Set for success

Vertafore solutions

Proven results

  • Eliminates paper files and filing cabinets
  • Standardizes processes, allowing for more time to spend with clients
  • Increases efficiency utilizing the Vertafore Orange Partner Program
Bevco-Building

“Before, we used to have reams and reams of paper because we printed everything out. Now we save everything as files, we attach it into QQCatalyst, and we can send everything to DocuSign through the system.”

– Beverly Scott

Free up time to spend with clients

Independent agencies need to focus on what matters most: selling to and servicing clients. QQCatalyst saves time by automating daily processes and creating efficiencies. With its integration capabilities, employees can communicate with clients using texting and email automation features while also recording necessary information. QQCatalyst also directly integrates with DocuSign, enabling employees to send and consolidate files for signatures.

These capabilities have allowed Beverly and her team to focus creating a positive client experience. Since implementing QQCatalyst, the agency has grown around $250,000 in premiums, which they attribute to the amount of time QQCatalyst has returned to them.

Workflow before QQCatalyst

  1. Client requests policy information
  2. Employee initiates the inquiry process
  3. Employee rummages through file cabinets looking for the client's file
  4. Employee finally locates the file and then responds to the client's inquiries

TOTAL TIME: 3-5 days to complete the entire workflow for new policies, renewals, or endorsements

Workflow after QQCatalyst

  1. Client makes an inquiry
  2. Employee looks up the client in QQCatalyst
  3. QQCatalyst displays a snapshot of client policies, limits, etc.
  4. Employee runs the policy and cross-sells or up-sells the client instantly

TOTAL TIME: Minutes to complete the entire workflow for new policies, renewals, or endorsements

Orange Partner Program

Vertafore’s Orange Partner Program allows customers to combine complementary solutions with the best-in-class Vertafore suite of products. By integrating with available APIs, customers can take customize their technology to suit their agency's specific needs.

BEVCO Insurance utilizes Vertafore’s Orange Partners to automate client communications. By integrating with DocuSign, the team serves their clients by automating agreement preparation and management. For CRM capabilities, BEVCO utilizes Bridge to quickly communicate with clients while also automating time-consuming tasks. During the pandemic, Bridge allowed Beverly and her team to operate remotely utilizing the phone app while continuing to keep their business running as normal.

 

DocuSign / Bridge logos

QQCatalyst

As the Insurance industry evolves and customer expectations change, the key to remaining relevant and profitable lies with modern technology. QQCatalyst automates an independent agency's workflows and daily processes so agents have more time to service their clients and grow their book of business.

Vertafore is your partner and guide through this evolving landscape. Please reach out to us so we can help you drive growth for your business.

Learn more about QQCatalyst     Contact Vertafore

SeibertKeck Insurance Partners logo

Company snapshot

SeibertKeck Insurance Partners was founded in Akron, Ohio in 1910. The rapidly growing independent agency has 18 locations across Ohio and Florida and offers full-spectrum coverage in the personal, commercial, and benefits space. SeibertKeck Insurance Partners adopted InsurLink to provide modern self-service capabilities to their clients and enhance the customer experience.

As we grow, we need that expertise to help us put our organization together and that’s why we lean on Vertafore.

         - Joyce Sigler,
          System Intellegence Manager, SeibertKeck Insurance Partners

Engage Clients

Vertafore solutions

Proven Results

  • Increased customer retention by offering self-service capabilities
  • Reduced costs associated with processing physical checks
Titan technology

SeibertKeck Insurance Partners is focused on improving their client digital experience. As such, they’ve partnered with Vertafore to drive client engagement and increase the value of their client touchpoints.

Background

Joyce Sigler was part of Jones Wenner Insurance Agency which merged with SeibertKeck Insurance Partners in 2018. As System Intelligence Manager, she was tasked with building a strong foundation with all the recently acquired agencies. "We had bought and bought and bought but hadn’t positioned ourselves to grow. We had to look at what we needed internally and also how to be customer-centric."

Sigler elaborates on the struggles of fastpaced growth and the toll it takes on an agency’s ability to provide excellent service. “When you grow so fast, you go from this family-oriented small agency to this big business,” she says. “We wanted to keep the small agency culture as we grew.” Sigler knew that providing a self-service portal to her customers would provide the strong relationships and service of a small agency to her large client base.

SeibertKeck Insurance Partners turned to Vertafore for a solution. “We decided to partner with Vertafore because it’s the partnership that helps us run our ship,” Sigler adds.

“As we grow, we need that expertise to help us put our organization together and that’s why we lean on Vertafore.”

         - Joice Sigler,
           System Intelligence Manager,
           SeibertKeck Insurance Partners

Self-service misconceptions

Agencies often hesitate when they hear the term ‘self-service.’ It holds the connotation of cold automation — removing employees from the equation. However, this could not be further from the truth. Sigler says:

InsurLink is not going to take your employees’ jobs. It’s going to enhance their roles and let them be something more to your clients.”

With less time answering simple inquiries, SeibertKeck Insurance Partners employees can provide more value to clients and further enhance the customer experience. Another misconception is that only the younger generations want to use self-service. But self-service has become the go-to for every generation whether it’s using an ATM or purchasing an item from Amazon. As Sigler elegantly puts it, “Everybody has a need for immediacy at some point in their lives.

Meeting customers where they are

SeibertKeck Insurance Partners writes a lot of niche trucking business. As one might imagine, truckers often need to show certificates of insurance before loading up. InsurLink allows Insurance Partner’s trucker customers to retrieve their own certificates, right from their smartphones. “Instead of calling the agency, our customers can be on the loading dock, get the certificate from InsurLink, and send it straight to the loading dock folks,” Sigler says. “Our customers have their business needs and we want to meet them there.”

Two people shaking hands

Happier customers; increased retention

SeibertKeck Insurance Partners Vice President and Controller Kevin Speight likes InsurLink for another reason: customer retention. He says: 

Our customers are linked to us and are less likely to look at someone else because they have this portal set up. It’s so convenient that they don’t want to leave us and deal with another agency that doesn’t have the self-service capability.” 

SeibertKeck Insurance Partners has between 145 and 250 customers logging into InsurLink every 30 days. How many agencies can say they engage with that many customers in a month? “Without the phone ringing, without interruption, we’re still ‘talking’ to our customers,” Sigler says. For every customer login, that’s another client engagement where they receive service, see the SeibertKeck  Insurance Partners logo, and further solidify their relationship with the agency. Sigler adds, “That touchpoint is as important and powerful as picking up the phone.”

Retention is a priority for every agency and providing these simple but effective engagements can significantly improve the chances that a customer stays satisfied. Speight elaborates on the importance of retention by saying, “If you have seven percent turnover every year, to get three percent growth, you have to actually add 10 percent of business every year.” InsurLink gives SeibertKeck Insurance Partners the ability to retain more customers to meet their growth goals, and according to Speight, "gives us that edge over our competitors."

Insurlink payments

Insurlink efficient cycle

InsurLink has simplified the way SeibertKeck Insurance Partners’ clients interact with their agency, including the way they pay their bills. InsurLink integrates with digital payment platform ePayPolicy, allowing insureds to send payments through the InsurLink web portal or app. “We don’t have people opening mail and sorting checks and taking them to the bank,” Speight says. “It’s all done electronically. It’s streamlined and handled so much more efficiently.”

Not only can SeibertKeck Insurance Partners pass the savings from digital payments onto their customers, but it also eliminates any security risks involved with physical checks. “It’s a more secure way of doing things than putting a check in the mail, where someone can steal your account information,” Speight says. “Even with ACH, where you’re sending forms through email, there’s a lot of risk associated with that. Paying digitally through a secure network really gives people a sense that we care about their security and privacy.”

Digital payment is a very cost-effective way of paying bills. Many of our customers are already used to it with their other bills like their mortgage or utilities. It’s certainly time for us to make it easy for them to pay electronically as well.

         - Kevin Speight,
          Vice President & Controller,
          SeibertKeck Insurance Partners

Innovative solutions for the modern agency

Insurance is evolving: The industry is quickly consolidating, as client expectations grow, and technology creates new opportunities. The key is staying ahead to remain relevant and profitable. If you’re unsure how to move forward in this evolving landscape, Vertafore is here to be your partner and guide you through these changes.

Ready to take the next step?

Contact us to learn more about how Vertafore can help you provide your clients with the digital experience they expect.

Learn more

FCCI Insurance Group

Company snapshot

Sarasota, Florida-based FCCI Insurance Group began as a workers’ compensation self-insurance fund in 1959. Over the years, the company has grown in geography and depth. Today, with five regional offices writing business in 17 contiguous states, FCCI has become an established leader in commercial property, casualty, and workers' comp.

FCCI Insurance Group centralizes information electronically and creates a better experience for employees and partners using ReferenceConnect.

"I told them it was well worth spending the money. And that’s proven to be true.” 

– Jan Kendall
   Manager of Product Management, FCCI Insurance Group

Growing pains

FCCI Insurance Group is a success story in and of itself. This Sarasota, Florida-based carrier originated as a workers’ compensation self-insurance fund back in 1959. Through key acquisitions and organic growth, FCCI has become a regional commercial carrier, writing $525 million in premiums by offering a full range of insurance options that protect businesses, property, and people.

FCCI used to keep paper copies of reference materials, rates, rules, and employment forms in filing cabinets and binders for many years.

“Employees had a huge binder of information on their desks. We distributed updates manually—many of them never made it into the binder,” explained Jan Kendall, manager of product management. “This wasn’t a huge issue when we were primarily workers’ comp, but as we grew as a commercial carrier, we knew we needed a more efficient system.”

Kendall was familiar with Vertafore’s ReferenceConnect solution from her previous company, which was eventually acquired by FCCI. So, she had already compared the solution against the competition.

“When my original company was looking for an online reference library, I networked with other companies to see what they were using and did thorough due diligence on each,” 

When her company was acquired by FCCI, ReferenceConnect was already up and running. Kendall encouraged FCCI management to implement the solution company-wide. “I told them it was well worth spending the money. And that’s proven to be true.”

Centralizing Information

Vertafore solutions

  • ReferenceConnect®
    Web Publishing Tool

Proven results

  • Provided “one-stop shopping” for all carrier information to employees and agency partners
  • Enabled customizations for deviations from bureau guidelines
  • Increased efficiency when updating company information
  • Moved one full-time employee to a more strategic role due to efficiency gains

The ReferenceConnect Web Publishing tool is the only insurance-specific solution that enables carriers to easily publish, manage, and share content in one convenient location.

Web Publishing replaces tedious spreadsheet updates

With ReferenceConnect in place, FCCI needed to find a more efficient means of publishing.

“Using our old methodology, we handled publishing through numerous long Excel spreadsheets. If something changed or we needed new content, our subject matter expert would fill out a form and submit it to a full-time publishing administrator who would locate the appropriate cell in the spreadsheet and make the change,” Kendall said. “It was inefficient with a lot of opportunities for error.”

So, when her Vertafore representative asked FCCI to beta test Web Publishing, Kendall was up for the challenge.

“I have an IT background, so I’m interested in companies that try to stay current, and Web Publishing is a good example of how Vertafore is keeping up with technology,” she said. “My first thought when they asked us to beta test Web Publishing was ‘kudos.’ I was happy to be the first one. I wanted to have a voice and provide input into the enhancement.”

According to Kendall, the application is a “far cry above” the laborious spreadsheet method of publishing.

“Web Publishing segregates what you’re doing, enabling you to go right where you need to make the appropriate change, instead of going cell by cell. It mirrors the industry layout and, because of its ease of use and its quicker, cleaner functionality, we can share publishing tasks among our subject matter experts.”
– Jan Kendall

Now, instead of filling out long forms for re-entry, the subject matter experts can handle the publishing themselves, with another expert in the specialty area, like Marine, Auto, Farm or General Liability, providing quality assurance.

“Vertafore represents a variety of publishers, so you can locate a lot on a topic,” Kendall said. “If our people spend too much time researching—going from place to place to find what they need—we lose efficiency and speed to market. And for us, it’s all about gaining efficiency.”

Kendall also appreciates the fact that she can utilize ReferenceConnect Web Publishing to make the solution even more valuable.

“We can mold ReferenceConnect to make it our own, adding in our specific company information to create a ‘one-stop shopping’ resource for everything. For example, we can add FCCI’s deviations from the standard main street industry guidelines.”

Not only can FCCI employees pull up this information and compare what the company is offering to bureau guidelines, but any agency with ReferenceConnect can pull up this information as well and see FCCI’s unique rules, forms, and requirements.

fcci-side image

Happier employees, happier partners

With ReferenceConnect Web Publishing, FCCI employees and agency partners can quickly look up the most up-to-date FCCI materials, rates, rules, and forms. The Web Publishing tool also allows employees to spend less time on tedious tasks and more time on work that matters. Having information readily accessible to employees and partners creates a better experience and makes FCCI easier to do business with — making them a carrier of choice.

Ready to see what ReferenceConnect Web Publishing can do for your company?

Get in touch
U.S. Risk, LLC Logo

Company snapshot

U.S. Risk, LLC is a specialty lines underwriting manager and wholesale broker headquartered in Dallas, Texas. With 16 domestic and international branches, U.S. Risk offers a broad range of products and services to their agency constituents. As a growing enterprise MGA, U.S. Risk is focused on helping their agency partners grow and rely heavily on technology to do so.

We have great products in AIM and ImageRight, but we also have an entire community on our side to support our success.

         - Carole Hardy,
          Director of Business Applications, U.S. Risk, LLC

Streamlining Processes

Vertafore solutions

Orange Partners

Proven Results

  • Distributed reporting capability throughout the organization to free up time for the operations team and increase reporting accuracy
  • Streamlined processes and improved consistency across branches and new acquisitions
  • Automated payment process with agency partners

For a growing MGA with a steady focus on acquisitions

Director of Business Applications Carole Hardy has been with U.S. Risk for nearly 30 years. Hardy is an expert in MGA administration and helped implement AIM and ImageRight for the organization in 2009.

For Hardy, life before AIM and ImageRight feels like a world away. U.S. Risk was routing physical paperwork, manually entering data for reports, and struggling to keep their heads above water.

I don’t know why an MGA wouldn’t have these systems in place. You simply can’t use a management system built for retail if you’re an MGA."

         - Carole Hardy

AIM is at the core of U.S. Risk’s technology strategy – centralizing underwriting, accounting, and claim operations. ImageRight, Vertafore PolicyIssuance (VPI), and Orange Partner ePayPolicy all seamlessly integrate with AIM to standardize workflows, simply policy issuance, and digitize payments respectively.

 

Fast service makes for happy agents

Clock

The MGA suite of products creates efficiencies to help U.S. Risk service agents with accuracy. “Simply put, AIM has streamlined everything we do,” Hardy says. She points to VPI’s integration with AIM as a key driver of productivity in the organization. Issuing policies used to involve a series of multiple steps and clicks. AIM’s VPI library reduces policy issuance to a single click. Hardy adds, “It’s user-friendly and saves our team so much time when issuing policies.”

Additionally, ImageRight aligns U.S. Risk’s resources so that the right work is routed to the right people at the right time. The workflow tool works in tandem with AIM and updates in real-time so that information is accurate, and the team can work effectively across their multiple branches. Hardy says:

ImageRight plays a crucial role in our productivity. While AIM is the foundation for managing our business, ImageRight helps us service our agents in a timely manner.

Reporting from San Fran to Sarasota

Accurate reporting is critical to U.S. Risk, which uses reports to make informed decisions and remain compliant with the ever-changing rules and regulations of the industry. However, consistently reporting across U.S. Risk’s numerous branches is no small feat. Hardy uses tax calculations as an example, saying, “We have 2,000 tax entries per month in Texas alone.” This results in many opportunities for manual error and inaccurate accounting, costing U.S. Risk time and resources. However, Hardy says, “With AIM’s surplus tax table, our taxes are automatically calculated, which makes our compliance team very happy. There isn’t another system out there that does that.” AIM gives the power of accurate reporting to everyone in the organization, regardless of their role or location.

I used to get producers asking me to run lost business reports for them. Now the reports are so easy to use, they can run their own. It’s very logical. Everyone can use reporting, which has created more consistency across all our branches."

         - Carole Hardy

a woman holding a credit car to symbolize easy payments

Payments made easy

As every MGA can attest, collecting payments from agency partners is a hassle for both parties. Agencies must write physical checks and mail them to the MGA. Once received, the MGA must then verify the paid amount, record the payment, and process the check. It’s been a long-standing time suck in the industry that U.S. Risk has digitized. With Vertafore Orange Partner ePayPolicy, U.S. Risk can receive digital payments from the agencies they work with. “The agency can go online, choose how much they want to pay, and then submit the payment immediately.” Not only does this save time for both sides, but it also differentiates U.S. Risk from their competitors.

When we make it easy for an agency to do business with us, they’re more likely to write their business through us instead of our competitors."

         - Carole Hardy

Vertafore community at a desk

Not a vendor, a community

Hardy believes that there is so much more to U.S. Risk’s success with Vertafore outside of capabilities and functionality. “We have great products in AIM and ImageRight, but we also have an entire community on our side to support our success.” Hardy is an active participant in the NetVU community, a group comprised of Vertafore product users who can bounce ideas off each other, learn tips and tricks, and trade best practices. Not only does Hardy have a community of fellow users at her disposal, but she also has a community within Vertafore dedicated to her success. Hardy participates in Vertafore workgroups where she provides direct feedback on product development. 

Vertafore is very receptive to our input. We have a common goal of just wanting to build a better product and Vertafore works tirelessly with us to make continuous improvements that have a real impact on our business.

Agency management for your specialty insurance business

Specialized and hard-to-write risks are the foundation of any MGA, MGU, or wholesale broker’s business. As a result, your technology should be built to support mitigating these risks. Vertafore’s suite of MGA products was built with the unique needs of MGAs, like U.S. Risk, in mind.

Ready to take the next step?

Contact us to learn more about how Vertafore can help you effectively leverage your expertise and stay ahead of the curve.

 

Ask us anything
Marshall & Sterling Insurance logo

Company snapshot

Founded in 1864, Marshall & Sterling Insurance, Inc. is among the largest privately-owned insurance agencies in the U.S., with total written premiums in excess of $700 million. This highly regarded agency is employee-owned by more than 450 insurance professionals and is well-equipped to serve the entire nation and the U.S. Virgin Islands.

Marshall & Sterling is an industry leader that specializes in public entities, offering personal, commercial, and employee group benefits.

Background

In 2017, just 14 days apart, Hurricanes Irma and Maria wreaked havoc on the U.S. Virgin Islands. Marshall & Sterling, with offices on St. Croix, St. Thomas, and St. John, dealt with the aftermath by providing dedicated people who worked with specialized technology. 

Dealing with catastrophes is a massive challenge for the entire insurance industry. When disaster strikes, carriers and agents deal with claims surges and anxious clients, which can become overwhelming. Add the stress of damage to the agency, and things can quickly seem out of control. 

A much-needed helping hand

Jim Dahoney, Senior Vice President and Chief Information Officer at Marshall & Sterling leaned on his staff and technology to get through the tough times. The agency leveraged WorkSmart to respond to and process more than 7,000 claims in the wake of the storms. "I’m glad we made the switch to a tool that enabled us to track our processes, report in real-time, and automate the crushing flow of information."

“Vertafore’s WorkSmart enabled us to provide additional support both onsite and remotely to share the workload, give some relief to local staff, and meet our customers’ needs.”

– Jim Dahoney
   SVP, CIO, Marshall & Sterling Insurance, Inc.

Marshall & Sterling ensured they took care of clients in their time of need without overwhelming the staff. It came down to having a solution that could distribute work across different departments and locations, organize vast amounts of content, and manage bottlenecks. 

Modernize your agency

Vertafore solutions

Proven results

  • Processed over 7,000 claims in wake of the 2017 hurricanes
  • Increased visibility into workflows to effectively manage bottlenecks
  • Boosted growth without increasing headcount

 

 

Right work, right place, right time

For Marshall & Sterling, WorkSmart is an operational game-changer. “We have the documentation, phone calls, emails, whatever it is, coming into one system. We can route the work to the right people that need to handle it,” Dahoney explains. “People like the ability to see what they need to do and have that all in front of them without having to work out of their email or an activity list.” 

With the massive influx of claims a natural disaster brings, most agencies would be buried in emails, phone calls, and other customer communications—not to mention the incredible amount of work that follows each initial conversation. This results in unproductive employees, massive bottlenecks, and a slow claims process leading to dissatisfied clients. With WorkSmart, Marshall & Sterling managed the chaos. “We could see how much was coming in, who was getting what, and where people may have been falling behind so we could quickly move those tasks to another team or individual to help out.”

With the ability to quickly reassign work to people with more bandwidth, the Marshall & Sterling staff stayed caught up. In the past, management relied on employee self-reporting to understand capacity and bottlenecks. As a result, the agency would overcorrect or fail to recognize inefficiencies.

We’ve grown and haven’t had to add staff because we’ve realized the efficiencies of WorkSmart.”
– Jim Dahoney

 

A perfect fit

Last piece of the puzzle. A perfect fit.

When Marshall & Sterling started looking for a content management and workflow solution, they needed something that was out-of-the-box yet fully customizable.

Dahoney appreciates having their workflows built into the system. “The ability to modify WorkSmart for our needs or use it out-of-the-box was a nice feature,” he says. “We have our group We even use it for their accounting, billing, and approvals with custom workflows that are built specifically for Marshall & Sterling."


CSR workflow before WorkSmart

CSR Workflow before worksmart

CSR workflow after WorkSmart
 

CSR workflow after WorkSmart


Manager workflow before WorkSmart

Manager workflow before WorkSmart

Manager workflow after WorkSmart
 

Manager workflow after WorkSmart

Adopting new technology isn’t helpful unless it seamlessly integrates with a company's existing solutions. Dahoney points to WorkSmart’s ability to integrate with its entire suite of Vertafore products and its internal processes and programs as a key benefit.

He also appreciates Vertafore's partnership mentality. "There’s that openness and willingness to have an open platform and integrate with the additional programs and functions we needed.”

We needed to have a partner that had all of the solutions that we could utilize and know that they would integrate and talk to one another."

– Jim Dahoney

Effective workflows designed for insurance

Operating efficiently can be challenging when your employees manage large volumes of work. To prioritize clients and increase profitability, you need to align work with your staff’s areas of specialty and manage documents in a way that makes sense for an independent agency.

As the only file-centric content management and workflow solution designed for insurance, WorkSmart uses role-based processing, empowering agency employees to spend less time looking for information and more time with clients.

With WorkSmart, you can:

• Distribute work more effectively
• Optimize content management
• Manage bottlenecks

Make your staff and your customers happy by offering a superior experience and improving productivity in your agency with WorkSmart.

Entreken logo

Company snapshot

Entrekin Insurance was founded May 1, 2019, in the coastal Mississippi town of D’lberville. What started as a one-person operation has grown into a successful business that prides itself on being the hometown insurance agency the community can count on.

Growing up, Jody Entrekin didn’t know anything about insurance. There was limited education available—neither his family nor anyone he knew understood home or auto insurance.

When Hurricane Katrina hit the state of Mississippi in 2005, Jody was a first-time homeowner without sufficient insurance coverage. He lost everything except the clothes on his back.

“I learned my lesson about insurance the hard way. I went to an agent and just got whatever they told me I needed. No one took the opportunity to sit down and explain it to me. And when I learned the lesson the hard way, I was very angry.”
– Jody Entrekin, Owner/CEO

From this tragedy arose a desire to ensure that no one in his community would experience the same kind of loss due to inadequate coverage. He changed careers and started Entrekin Insurance, an independent agency founded on one goal: to provide quality insurance products and educate clients about the complexities of insurance so they can make smart insurance decisions for themselves.

Modernize Your Agency

Vertafore solutions

  • QQCatalyst
  • Orange Partner Program
    –Agency Revolution
    –Insurance Agent App

Proven results

Retention Rate:

  • Entrekin Insurance: 98.7%
  • Industry average: 83%

NPS Score average:

  • Entrekin Insurance: 99
  • Industry average: +32

Not only does technology help with the agency's marketing efforts, but it also provides the time to focus on educating clients, who are often faced with a difficult decision—choose a policy that meets their needs or a policy that meets their budget. The Entrekin Insurance team prides itself on teaching about prices, deductibles, and trends so clients can be comfortable making informed decisions. QQCatalyst's automation for administrative tasks allows this three-person agency the opportunity to provide this higher level of care.

There's no way I have the time to focus on advertising and marketing my agency. I let the products do that for me.”
– Jody Entrekin

Automated, easy to use, & scalable

QQCatalyst is an agency management system that provides operational, marketing, and sales pipeline management tools. It enables agencies to strengthen customer relationships and ensure effective business management so they can focus on growing their book of business.

It provides Entrekin Insurance the opportunity to connect with clients and grow its business. With three full-time employees, the agency requires a system that provides client management and service, sales and marketing automation, and robust integrations with other technology solutions. With QQCatalyst, Jody and his team can forget time-consuming processes and manual workflows and turn to building genuine client connections, providing education, and focusing on agency growth.

Entrekin Insurance started with one agent and zero advertising. Within a year of opening, the agency has had more than $500,000 in sales. "I have to utilize what Vertafore has given me the opportunity to utilize. My advertising comes from Vertafore partners and my management system.”

Jody

"Within the first year, Entrekin's sales premiums were already impressive, and have now tripled. This yields a nearly 180% growth rate to date."
– Jody Entrekin

Best-in-class complementary solutions

Vertafore Orange Partner Program

The Vertafore Orange Partner Program provides open access and integrations using available APIs that bring best-in-class capabilities to our suite of products. Jody has been able to increase revenue and client retention and communications by utilizing Agency Revolution’s marketing automation platform, Fuse. He also provides a modern interface through the Insurance Agent App, an integration that allows clients to engage with the agency where and when they want. Entrekin Insurance maintains continuous contact with its clients—from sending birthday text messages to customized emails explaining new policies—building a foundation of trust and reliability. 

After a hurricane, an Entrekin Insurance client was able to submit pictures and other important information regarding property damage directly through the Insurance Agent App. Jody and his team were then able to send the information directly to their carriers in a timely and secure manner, resulting in their client getting paid faster. With these easy-to-use integrations, Entrekin Insurance can stay up-to-speed in servicing their customers, ensuring they are providing the best client experience. 

Entrekin Insurance’s focus on providing excellent service and education sets it apart from other agencies in the area.

 

"That's what makes us different here... it's the compassion.”
– Jody Entrekin

As the Insurance industry evolves and client expectations change, the key to remaining relevant and profitable lies in embracing modern technology. QQCatalyst enables agency customers to build stronger relationships and grow their book of business by simplifying client and policy management and automating daily processes.

Vertafore is here to be your partner and guide you through this evolving landscape. Contact us to learn more about how Vertafore can help you drive growth for your business.

Learn more about QQCatalyst     Contact Vertafore

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