The Connected Business of Insurance
July 18, 2019
As noted in the news daily and discussed at every industry event, the insurance industry has entered into a new digital age. Due to this, more and more agencies have started to digitally transform their businesses to capitalize on the opportunities that being a digital agency brings to employees, customers and insurer partners.
In years past, we have established what it takes to be a digital agency. This year, we are focused on the why – as in, why your agency should be digital. Here’s why being a digital agency matters, and 5 digital agencies that are thriving in the Digital Age of Insurance:
July 02, 2019
We all know the traditional way of presenting plan options for renewal. The broker goes in and shows the client several plan options with different benefits, including the total cost of each plan. Once the employer decides on a plan, the broker may help them decide on a contribution strategy to make the plan fit in their budget; other times, the employer has to figure out how to pay for the plan themselves.
The problem with this way of handling benefits renewals is it doesn’t focus on what really matters to employers. Total plan cost isn’t the number that employers really care about. They are concerned with the amount they have to pay. However, the typical plan renewal process doesn’t integrate premium share into the initial plan discussion. First the employer chooses a plan, then premium share is discussed. If the cost is higher than the employer was hoping to pay, they are forced to either pass off those extra costs to employees or absorb the extra costs themselves. Or, it may open up another round of discussions with the broker to look at additional options to lower costs, leading to more meetings and a drawn out process.
This facet of benefits planning is a major reason employers find the process so cumbersome and frustrating. It is the one area where they can’t budget ahead of time, which is detrimental for employers of all sizes.
There is an alternative method to consider that is a completely different way of approaching the renewal conversation, and it’s one that employers love. It begins with the employer’s budget in mind, then focuses on various plan options that fit within that predetermined number.
A New Approach to Renewals
Budget-based benefits planning turns the traditional renewal experience on its head, allowing brokers and employers to start with a budget and find a plan that fits within that framework. So how exactly does it work?
- Start with the budget
The renewal conversation should start with the employer’s budget. What do they want to spend this year? Do they want to keep costs flat, are they trying to save money, or are they comfortable with a small increase? Not every budget will be feasible, but by starting with a budget, you can present plans that fit and give the employer an idea if that number is reasonable or not.When you start having these conversations with clients, they may need some explanation to understand the new approach. You may get clients who say, “Just negotiate it as low as possible.” Explain that you will of course still negotiate on their behalf, but that isn’t the intention of asking a budget. By establishing a number up-front, you can present only plans that fit their budget. For example, if the client has a 15% increase coming on their existing plan, tell them that, and ask how much they can afford or want to spend. Maybe it’s 6%. That gives you a starting point for step 2.
- Present plans that fit the budget
Once you have a budget, it’s your job to present only plan options that fit that budget, taking into account premium share and contribution strategies. Using 15% as a renewal example, to hit the 6% budget, you’d need to make that plan fit a 6% increase – or not present that plan at all.Think outside the box a little. Though there are only so many insurers, there are essentially unlimited plan options you can present when you take into account different ways to apply premium share, add HRAs or HSAs, change deductibles, etc.
- Change the conversation
Presenting only plan options that fit the budget changes the conversation to a more consultative one, and makes the employer more comfortable knowing what they will pay up-front. As you discuss the plan alternatives, it will be easy to look at employee impact as well, so employers can take that important factor into account.
Differentiate Your Business with Budget-Based Benefits Planning
Traditional benefits planning focuses on total plan cost, but employers want to know what their bottom line is. This disconnect causes employers to be frustrated with their renewals year after year, and struggle with budgeting on an annual basis.
Budget-based benefits planning can differentiate your business, grow your sales and delight your clients. It’s a more consultative approach than just shopping insurance policies each year, and a less frustrating experience for employers. Your prospects and clients will feel the difference, and reward you with sales and retention.
For more insights on benefits planning, download our eBook, Budget-Based Benefits: A New Approach to Renewals.
June 20, 2019
Any agent who has worked with small business owners knows that the process is a complicated one. There is typically a lot of work involved, including working through complicated insurer appetites, policies that don’t properly cover customers, and what feels like endless forms to fill out in order to submit and underwrite a risk. And since these are small business owners, the payoff is smaller than other larger clients, discouraging agents from these accounts.
As the insurance industry is currently undergoing digital transformation, the quoting and underwriting process is no different.
Started in January of 2017 and backed by AIG, Two Sigma IQ and Hamilton Insurance Group, Attune is reinventing how independent agents cover small businesses. Attune works only with strong financial insurers to offer Businessowners’ policies, Commercial Liability Excess policies and Workers’ Compensation.
As a digital-first general agency, ease of use is critical for our customer base and embracing digital is what springboards that experience. Attune uses technology to gather data to limit the amount of data entry agents must complete for applications and underwriting. Getting a bindable quote from Attune takes minutes – not days or weeks.
Attune’s use of data doesn’t stop with the application process. It is an integral part of its underwriting and analytical edge, allowing Attune to successfully write many classes of business including some of the most frequently searched classes on IVANS Markets: Lessor’s Risk, Medical Offices, Aristan Contractors and Restaurants.
Insurance for small business owners is deeply personal as they have their livelihood on the line with their policies. By embracing digital, we can further our mission of empowering our insurance agents to spend time where it matters most – with their clients, not on paperwork or administrative tasks.
Where can you find Attune?
Attune’s BOP, Excess and Workers’ Compensation appetite is now searchable in IVANS Market Appetite and within Applied Epic. As a free tool available to you, IVANS Markets allows you to search by NAIC/SIC code and state for commercial lines market appetite to submit new and renewal business.
Integrated within nine agency-management systems and available through markets.ivansinsurance.com, IVANS Markets allows you to search for insurer appetite within your daily workflows. Simply type in your search criteria, including state location and industry code, and instantly receive a list of insurers, MGAs and wholesalers who have an appetite for your risk and information on who you can contact.
Look for Attune within your search results, and request access to the Attune Portal.
Patrick Girouard, Head of Business Development, Attune, is responsible for identifying, building and managing distribution and sub-producer relationships. Patrick and his team focus on both traditional insurance distribution (retail and wholesale) as well as strategic partnerships. He joined Attune from Hamilton USA in 2017, where he had a similar position in Business Development and played a significant role in the design and launch of Attune with Hamilton, AIG and Two Sigma IQ. Prior to Hamilton he spent eight years at Guy Carpenter & Company where he most recently led the Umbrella & Excess Casualty Specialty Practice and had numerous responsibilities as a team leader in reinsurance structuring, placement and strategic advisory for global insurance companies. Pat is a graduate from the University of Notre Dame and obtained his Masters of Business Administration from New York University’s Stern School of Business.
June 06, 2019
Taylor Rhodes has taken the helm as Applied’s new CEO. We recently sat down with him to discuss this new chapter in his life and learn more about his perspective on the insurance industry, digital transformation and more.
How do you see your experience in technology and tech-enabled services transitioning to the world of insurance? How about your time in the Marine Corps?
Taylor: Technology is changing business models and creating opportunities for companies to serve their customers in ways that are more valuable and convenient. My experiences at both Rackspace and SMS Assist have focused on enabling companies in other industries to adopt and leverage new technology to create revenue growth and cost savings in their own business models. I think that insurance agencies in this time of change and digital transformation are no different – our job at Applied is to enable agencies and brokerages to consume technology in more valuable ways. Applied already excels in this area, and I look to further that focus for the benefit of the industry.
My Marine Corps experience relates to how I connect with people and lead teams to achieve great outcomes. Author Simon Sinek wrote a great book called Leaders Eat Last in which he studied great leadership cultures. He found that the Marine Corps is one of the most successful leadership cultures because of the way Marine leaders are taught to put those entrusted to their care first. Marine officers always eat last, making sure everyone else is taken care of first. This is a proxy for an entire ethos around servant leadership. In my time as a Marine, I found that to be followed as a leader, you must have followership that is volunteered, not ordered. Followership must be earned, and you earn it by first being a servant to those you would lead, showing them that you care for them.
Are there any big changes/initiatives at Applied Systems you envision happening now that you’re leading the company?
Taylor: The digital age of insurance is here, and it is presenting immense opportunity for the entire value chain. As a company, we remain committed to bringing advanced innovation to market that automates our customers’ daily operations and helps them sell to and service their customers more effectively. We are focused on delivering digital agency technology that provides our customers greater connectivity within their own businesses, with their customers, and with their insurer partners. Additionally, with the recent investment from Google’s Capital G and the acquisition of TechCanary, we see great opportunities to bring new products to market that will help us maintain and expand our leadership position. As the leader in the industry, we feel it’s our happy obligation to innovate on behalf of our customers to create value for their businesses.
What digital transformations are you keenly watching? Anything on your radar you predict driving major change in the industry?
Taylor: Insurance has one of the biggest opportunities for powerful new capabilities like machine learning to help produce actionable insights and valuable products from data. Insurance produces some of the largest data sets in the world, and historically the industry hasn’t maximized the opportunities to leverage that data to create more customer value. With the ability to create data-driven insights for the agency channel, we can help our customers know more about their customers, their businesses, and their insurer partners. There is a huge opportunity to take this largely untapped data in the insurance industry and turn it into value for both agencies, insurers and their customers.
Is there anything else our readers should know at this time, or is there anything you’d like to emphasize about Applied Systems/your new appointment?
Taylor: When I was considering the opportunity to join Applied, I ultimately decided to join this team because it is a winning team that is the clear leader in the industry. That leadership position has been achieved through an intense focus on product innovation and customer centricity. With new market entrants and investments driving change in how insurance is created, sold, distributed and consumed, it’s a really exciting time to be joining Applied. As an industry leader for the last 35 years, we feel like it’s our responsibility to continue to lead, and not to rest on our laurels. It’s time for us to double down on our commitment to innovate and bring value to the industry for the next 35 years and beyond.
To learn more about Taylor Rhodes joining Applied Systems, read the press release.
May 23, 2019
Our 2019 Digital Agency Survey indicates that the national average for digital technology adoption among independent agencies is 43%. Given this score is nearly the same as 2018, it reveals that agencies have yet to fully embrace the opportunities that digital technology affords to service and support consumers in this new digital age.
Technology expands your agency’s communication channels—to clients and insurer partners. It effectively mobilizes your staff from their desk to your customers and prospects in the field. Digital technology also elevates your role as a trusted advisor, making you present at all moments of opportunity—anytime, anywhere. There is significant opportunity and competitive advantage to be had for agencies willing to adopt new technologies and implement digital transformation strategies.
The 5 Pillars of a Digital Agency
The Digital Agency Survey evaluates adoption of the five core capabilities of a Digital Agency, including a management system, insurer connectivity, mobility, cloud, and data analytics, which work cohesively together to drive digital transformation.
Here are a few key takeaways from this year’s report:
- 96% of survey respondents use a management system
This almost ubiquitous adoption by agencies worldwide confirms that the management system is the foundation of their businesses and indispensable for their day-to-day operations. Managing separate, disparate systems is both costly and time consuming to agencies. In fact, switching between different systems can reduce staff productivity by as much as 30%.¹ Using a single application to manage your entire business, including P&C, Sales and Benefits, eliminates the need for multiple systems and creates standardized workflows so that your staff can be more productive and make better business decisions faster.
- 63% of survey respondents receive eDocs and Messages download from insurers
Utilization of eDocs and Messages download is strong and growing among agencies in North America. eDocs and Messages are a form of download that push a PDF or a message from the insurer’s policy admin system directly to the agency management system. The ability to work in one management system versus referencing individual insurer portals ensures the most up-to-date P&C and Benefits information is instantly available at the moment you need it and saves up to one hour per employee per day.
- Only 47% of agencies have mobile access to management system information, and even fewer, 24% and 18% respectively, offer clients self-service portals and mobile apps
Given that more than half of all consumers first use mobile devices for anything they do online, agencies must embrace mobile technology now for both clients and staff. Today’s consumers demand anytime, anywhere service and businesses that don’t provide this risk losing their customers to alternative providers. In fact, 80% of smartphone users are more likely to purchase from companies with mobile sites or apps that help them easily answer their questions.²Your staff also demand greater flexibility and servicing options. Giving staff remote access to information and tools within the management system empowers them to quickly respond to client and prospect service and sales requests. In fact, 78% of survey respondents said access to the technology they like to use, such as mobile, makes them more effective at work.³
- 69% of agencies host software in the cloud
Studies show that 94% of companies that suffer from a catastrophic data loss do not survive,⁴ which is why more and more agencies are moving to the cloud. Hosting the applications that your agency relies on day in and day out in the cloud ensures continuous business operations and data security. By leveraging software that is always accessible and backed up by redundancies, your business is available to customers—even during a catastrophic event that historically would have completely disrupted agency operations. Additionally, by eliminating the time and expense spent managing IT systems, more of your staff’s time can be spent selling insurance and servicing customers.
- Only 23% of survey respondents use data analytics applications
Year over year, agency use of data analytics applications to gain insights from their management system data remains virtually unchanged. Ambivalence to adopting data analytics is likely due to the misconception that it is too complex and technical for agencies to manage on their own. However, data analytics solutions have rapidly advanced and are extremely accessible to any business regardless of size, revenue and/or IT resources. Agencies need to gather, process and get insights from data in real time across the entire business. Making the shift from being a data-generating organization to one that is data-powered gives agencies a competitive edge through enhanced decision making, insight discovery and process optimization. Data-driven organizations are also 23x more likely to acquire customers, 6x as likely to retain customers, and 19x as likely to be profitable as a result.⁵
Why Becoming a Digital Agency Matters
While the independent insurance agency channel has progressed in its adoption of technology, this year’s results indicate that there is still considerable opportunity for agencies to digitally transform their business to provide complete connectivity to staff, insurers and insureds. When you think about the core promise of insurance—to safeguard and protect what matters most in people’s lives—it is vital to use digital technology to ensure your agency will be there when your customers need you most.
For more industry insights and to learn how technology can help your business grow in the digital age of insurance, sign up to receive a complimentary copy of our forthcoming Applied Digital Agency Annual Report.
1. American Psychological Association
4. University of Texas
5. McKinsey Global Institute
Reid French, Former Chief Executive Officer at Applied Systems, was responsible for the company’s overall business strategy and operational execution. He played a prominent role in developing and fostering relationships throughout the Applied community. French came to Applied in 2011, after serving as chief operating officer at Intergraph Corporation, a global company at the forefront of geospatial and computer-aided design software. Early in his career, he was a strategic planner for the Walt Disney Company, and he managed investment banking transactions in the technology sector for Robinson-Humphrey. French holds a bachelor’s degree in Economics from Davidson College and a master’s in Business Administration from the Harvard Business School. He sits on the board of directors for Applied, Autodesk (NASDAQ: ADSK) and The Lovett School in Atlanta.
May 09, 2019
The Digital Age of Insurance is here. This means that agencies can no longer afford to remain un-automated and rely on manual processes or traditional methods of conducting business. Those who do run the risk of being surpassed by competitors. An eroding competitive position will harm all aspects of the business and even raise the risk of not surviving long term.
Consider Blockbuster. The company once had revenue of more than $4.8 billion. Despite a strong brand and market position, Blockbuster was put out of business by Netflix over the course of just a few short years primarily because Blockbuster did not evolve their operating model as the industry went through digital transformation. Instead, they undertook business decisions that emphasized short-term profitability while neglecting the broader transformation happening around them, a transformation that ultimately threatened their long-term survival. Blockbuster, which had studio relationships, content and a rich customer database, enjoyed an enviable position of strength in the market and, to the outside observer, seem well-positioned to continue as such. But, in neglecting the digital transformation, they allowed an opening. Netflix, an upstart competitor at the time, embraced the transformation and quickly became the market leader. Blockbuster was no more, and it happened almost overnight.
History shows us that those who move swiftly to innovate, adopt technology and improve customer experience are the ones that thrive during digital transformation, enhancing revenue growth and profitability in the process. Digital transformation, when embraced as a core part of your overall business strategy, actually offers the promise of new ways to communicate to the market and strengthen your customer service. If that’s not enough to convince you of the impact that ignoring digital transformation can have on your business, read Technology Adoption: Risk or Reward? for more examples of how other industries have reacted to digital transformation.
I’ve heard many agency owners acknowledge that they need to transform their businesses but they haven’t started yet because the very thought seems too overwhelming. With more than 20 years of experience in the software industry, I know that technology investments can sometimes be viewed as risky – they cost money, involve process change, and require meticulous planning. However, digital technology provides agencies with an opportunity to perform better, move faster and drive even greater success. In fact, according to a Capgemini Consulting and MIT study titled The Digital Advantage: How Digital Leaders Outperform Their Peers in Every Industry, digitally transformed businesses realize significant economic benefits including revenue growth, profitability and market evaluation.
Technology provides the very opportunity for brokers to reinvent themselves and get closer to the customer than they have ever been before.
Hammad Rafique, Managing Director, Accenture Insurance Practice
What a Digital Agency Is and Why You Should Become One
For those of you not yet on a path to digital transformation, I urge you seize this opportunity and decisively move to becoming a digital agency. A digital agency is defined as one that leverages:
- Digital automation within the agency to drive extreme efficiency
- Digital connectivity to policyholders to drive an enhanced customer experience
- Digital connectivity to insurers to drive efficient interactions
With these capabilities in place, digital agencies position themselves to generate significant business value in 5 key areas: Growth, Efficiency, Customer Satisfaction, Advice and Trust. If you want to learn more about these 5 key areas of business value and why becoming a digital agency matters, check out The 5 Whys of Becoming a Digital Agency post by Applied CEO Reid French.
For this post, I will focus on the “How” aspect of becoming a digital agency by recommending the types of technology needed to transform your agency and drive significant business value.
Technology Needed to Get Started
Digital agencies leverage a single management system to gain visibility across an entire book of business, delivering integrated capabilities to manage P&C, Benefits and Sales in a single application. Integrated and open architecture provides essential capabilities for each stakeholder within an agency to have the right information and products available to sell and serve customers. By utilizing a single management system that was designed from the ground up for the user experience and with integrated capabilities, digital agencies drive superior business growth.
Example Technology: Sales Automation
Automating sales operations in your management system allows your sales staff to easily view, monitor, track and forecast new and renewal business directly within the application, eliminating the need to invest time and expense in separate solutions. Having a single view of your prospects and customers within your management system ensures you offer complete coverage for all their insurance needs.
Digital agencies operate more efficiently by utilizing technology that enables staff to better manage customer relationships, sales opportunities, market access, financial accounting, reporting, business processes, and policy and benefits administration. This includes:
- Streamlining business processes through automated, standardized management system workflows
- Exchanging policy information with insurer partners via connected applications and APIs accessed from a single sign-on
- Leveraging mobile technology to reduce time to service and sell accounts by eliminating manual, paper-driven processes, and expediting communication between clients, prospects, colleagues and staff
Example Technology: Mobile
Directly linking mobile apps to the management system empowers your staff with the information they need on the go, and gives them the ability to add prospects, create and manage activities, initiate a claim, and begin new sales opportunities while out in the field.
- Customer Satisfaction
Digital agencies deliver superior customer service via self-service portals and mobile apps that provide policyholders with 24/7 access to insurance information. By offering multiple ways for consumers to interact with the business – whether it be in person, phone, online or mobile – digital agencies create happier customers, which ultimately drives business returns through enhanced retention and growth from new business.
Example Technology: Customer Self-Service Portals and Mobile Apps
Provide your clients the freedom to access insurance information, documents and online bill pay when and where they prefer via an online portal or mobile app that is customer branded to your agency. Offering customer self-service options strengthens your relationship with customers and saves money by shifting transactions historically provided by agency staff to self-service. Because of these efficiency gains, customer self-service often delivers a return on investment in less than a year.
Providing excellent advice to customers remains the core of any strong agency. Digital agencies can automatically find the best markets, as well as identify and highlight policy differences for new business and renewals, making them better risk advisors to both personal and commercial lines customers.
Example Technology: Market Access
Embedded Market Appetite enables you to have better targeted marketing submissions via an agent-driven, real-time search engine for commercial insurance. Using this capability is easy, simply enter two fields to denote the specific type of commercial risk you are searching for and instantly receive a list of insurers most likely to have appetite for that risk and appropriate pricing.
Using cloud technology, a digital agency provides enhanced security, operations recovery and anytime, anywhere access during any disruptive event.
Example Technology: Cloud
The cloud offers your agency a flexible operating environment with scalability for business growth, stronger business continuity protection, increased mobile access to business information, and compliance related to data privacy regulations like Europe’s General Data Protection Regulation. Hosting agency solutions in a cloud purpose-built for your independent insurance agency fosters client trust and peace of mind knowing that your data is secured, software is current and business is running smoothly 24/7.
The Time to Start Your Journey Is Now
The time for denying the Digital Age of Insurance is over. In fact, consider the transformation now underway as a new and exciting opportunity to make your business better. It’s time to start your journey towards becoming a digital agency. In doing so, you enhance your agency’s ability to meet the needs of the modern consumer and lay a foundation for continued success in the Digital Age of Insurance.
For additional insights on the value of being a digital agency and the types of technology needed to transform your business, watch The Value of Being a Digital Business on-demand webinar.
Michael Howe, senior vice president of product management, Applied Systems, is responsible for the strategic direction of the Applied product portfolio. Howe joined Applied in 2013 with more than 20 years of experience in enterprise software. He formerly served as senior vice president of marketing and product management at Aptean, a global provider of industry-focused enterprise software. Prior to Aptean, Howe held senior executive management positions at SAP and other leading software companies.
April 19, 2019
With Earth Day here, now is the perfect time to think about changes you can make around your business to reduce your environmental impact. While there are many earth-friendly practices you could implement, there’s one change you can make that will have a positive impact on the environment and on your bottom line: going paperless.
Insurance has historically been known as a paper-heavy industry that mails all notices, policy information and general messages. Not only is manually managing paper expensive and time-consuming for your business, but in today’s digital age it’s also outdated and prevents you from servicing customers when and how they prefer. To keep up with changing market dynamics and consumer preferences, it’s critical for your agency to eliminate paper and go digital.
Why Go Paperless?
As you evaluate becoming a paperless agency, consider these stats:
- A typical employee spends 30 – 40% of their time looking for information locked in email and filing cabinets.
- 45% of the paper printed in offices ends up trashed by the end of the day – accounting for more than a trillion sheets of paper per year, worldwide.
- In the U.S., companies spend more than $120 billion a year on printed forms, most of which out date themselves within three months’ time.
- More than 70% of businesses today would fail within the first three weeks if they suffered a catastrophic loss of paper-based records due to fire or flood.
Restoration & Remediation Magazine
Going paperless can benefit your agency in a number of ways, including:
- Increased efficiency and productivity: Instead of printing, filing and then having to search for documents manually at a later date, your document retrieval process turns into a few clicks and keystrokes. By going digital, employees can process or update information immediately and share with anyone who needs access to it.
- Reduced costs: Going paperless increases bottom line savings dramatically. Electronic faxes and emails replace the need to print and mail documents to clients, which reduces expenses for paper, toner, envelopes and postage.
- Increased security: Paper documents are at a greater risk of being lost or damaged. Storing documents digitally and ensuring your company’s data is continually backed up will provide your business with the proper security.
How to Go Paperless
The biggest barrier to activating the benefits of ditching paper is not knowing where to start. Going paperless involves deploying technology to simplify and transform day-to-day business operations.
Get your agency on the road to paperless with the following technology:
- A Foundational Management System
Agency management systems are the electronic cornerstone of insurance agencies, providing a centralized platform for managing almost all aspects of the business. With an agency management system, you can save policy statements, quotes, renewals, cancellations, reinstatements and other supporting documents by scanning them in or capturing them electronically. Documents can then be sorted, filed and organized for quick retrieval when it matters most. Going paperless enables for greater collaboration by providing employees across multiple office locations with access to the same information.
- The Cloud
It’s difficult to store paper documents securely. Not only can they easily get into the wrong hands, but they’re also susceptible to disasters like fire and flooding. Keeping digital documents secure, on the other hand, is easy thanks to the cloud. Hosting the applications that your agency relies on day in and day out in the cloud ensures continuous business operations and data security. By leveraging software that is always accessible and backed up by redundancies, your business is available to customers – even during a catastrophic event that historically would have completely disrupted agency operations.
- eDocs and Messages Download
Taking advantage of eDocs and Messages download eliminates a long, difficult process of logging into insurer portals, downloading individual documents, organizing those documents, and then manually attaching them into the agency management system. Instead, you benefit from an automated process where documents are transferred directly into your agency management system when they become available. Implementation of eDocs and Messages download enables you to increase overall operational efficiency with immense time savings. In fact, according to a recent IVANS study, agencies saved at least one hour per day per employee when using eDocs and Messages download.
- Customer Service Portal and Mobile Apps
Customer self-service software is another tool agencies are using to go paperless. For many agencies, issuing certificates of insurance is a major undertaking. Construction firms, for instance, can require hundreds of certificates each year. Technology makes the process of issuing accurate certificates easier and less time-consuming, which frees service staff to handle more productive tasks. Offering clients the ability to access policy and billing information on their own terms via self-service portals or mobile apps, not only eliminates service work, it also responds to consumers’ growing desire for 24/7 access, which helps strengthen relationships, ensure high retention rates and drive revenue gains.
You can also use electronic signatures to further reduce the amount of time employees spend processing paper. eSignature offers a quick and seamless way for your business to provide customers the convenient digital service they expect while keeping all workflows within the management system. Plus, eSignatures can boost sales by enabling clients and prospects to complete and return agreements on the spot from their desktop.
There’s much more to celebrate in addition to the earth-friendly factor of going paperless. Without paper documents holding you back, your business processes will go much more smoothly. That’s because digital document management enables you to set up automated workflows that seamlessly transition between steps in a process and provide helpful alerts when documents are missing or actions are delayed. Ultimately, going paperless enables you to spend less time managing paperwork and more time giving your customers what they need: prompt service and quality coverage.
Visit our Digital Transformation Resource center to learn how you can become a paperless agency today.
April 04, 2019
Each year, thousands of insurance agents, brokers, industry experts and Applied team members from across the globe come together for 4 jammed-packed days of learning and networking that can only be experienced at Applied Net. This year’s conference takes place October 14 – 17 at the Aria Resort in Las Vegas and focuses on arming attendees with valuable insight, tools and techniques required to succeed in the digital revolution of insurance.
Applied Net 2019 is sure to be our best conference yet and you don’t want to miss it. But don’t just take our word for it.
Top 5 reasons why you should attend Applied Net according to previous attendees:
- Build your industry and technical knowledge
Choose from more than 240 interactive sessions from a variety of business and technical tracks to get hands-on experience and learn from your fellow peers and industry experts about the new opportunities technology provides your business.
I attended absolutely every Applied Epic session at Applied Net. At the time we were in the process of deciding if we would move to Applied Epic. The sessions were great and worth the time, especially since we implemented Applied Epic at our brokerage this year.
Lisa Colwell, operations manager, Wilson Insurance Ltd.
- Uncover the latest products and services
Visit the Applied Net Exchange to meet one-on-one with Applied software experts, network with other users of Applied technology and connect with more than 100 exhibitors to discover the latest products and services driving the future of our industry.
Applied Net is an awesome place to learn. The Exchange is a great place to discover the latest advancements in technology and third-party applications that integrate with Applied technology. The Applied booth is the best place to get hands-on training and product demonstrations.
Collin Passman, IT coordinator, The Signature B&B Companies
- Connect with industry professionals
Cultivate relationships at the world’s largest gathering of insurance professionals. Applied Net provides the opportunity to meet industry leaders paving the way and to network with a community of 4,000+ insurance professionals.
The best part of the conference are the networking opportunities that you are presented with. You meet a variety of people – new users, seasoned users, vendors, consultants, Applied Systems employees, Applied Client Network Board Members and Chapter Leaders – all of who bring something different to the table. As your network grows so does your product knowledge and experience.
Kristin Thelen, Commercial Lines coordinator, Mason Insurance Agency Inc.
- Enjoy exciting entertainment
Look forward to unforgettable experiences in the evenings at exclusive networking events. A lively assortment of entertainment presents the perfect setting to connect with fellow attendees.
The evening events are always unique and fun. I really enjoy the networking, so it’s nice to get a relaxed atmosphere, have a conversation and get to know people. It feels like a family since everybody understands our industry.
Lisa Colwell, operations manager, Wilson Insurance Ltd.
- Be inspired by engaging keynotes
Get inspired by extraordinary keynotes from Applied leaders and engaging guest speakers. Past speakers include Captain Scott Kelly and Admiral William H. McRaven sharing their unique perspectives and approaches on business, leadership, customer experience and more.
Captain Scott Kelly’s keynote was spot-on for the changes we are seeing in the insurance industry and with what most agency principals want from their agency.
Deb Woolcock, office manager, Franklin Insurance Agency Inc.
Attend Applied Net 2019 to explore how the rapid pace of change and opportunity being created by technology in our industry best positions you to thrive in the digital revolution of insurance.
March 28, 2019
Peer-to-peer business solutions review platform G2 Crowd recently announced the 2019 winners of its annual Best Software Awards. The equivalent of The People’s Choice Awards for tech companies, G2 Crowd’s Best Software Awards provides the definitive ranking of the best software companies and products worldwide.
Thanks to real users on G2 Crowd, Applied Systems® ranked as the highest insurance software provider (#69) in the Top 100 Best Software Companies of 2019 list and Applied Epic®, the fastest growing and most widely used agency management system, ranked as #19 in the Top 50 Products for Small Business of 2019 list. We are speechless. Being recognized for even one of G2 Crowd’s Best Software Awards is exciting but two – wow.
With more than 45,000 software companies and 60,000 software products on G2 Crowd, our recognition on the prestigious Top 100 Best Software Companies and Top 50 Products for Small Business lists is an exceptional achievement and one that can only be earned through the endorsement of our users – and for that we are extremely thankful to all of our customers.
It’s also an incredible honor to be recognized alongside leading software companies like Google, Adobe, Mailchimp and Microsoft, just to name a few, who ranked high on the list, and to be ranked above companies such as SAP, GitHub and Facebook.
Why does this matter?
While we’re clearly flattered by the formal recognition assigned to us by G2 Crowd, what excites us the most are your comments:
Great experience with an awesome implementation team.
A Verified Current User
Support is awesome. Very attentive.
A Verified Current User
One of my favorite features about Applied is their quick and knowledgeable customer service.
A Verified Current User
At Applied, we are laser-focused on providing the best customer experience. From system usage and optimization consulting to M&A integration and development of custom forms, templates and proposals, we are here as your partner to provide the services that meet your business needs. If you have a question or need expertise, we are here to get it resolved. That’s why we offer Follow the Sun support, available 24/7/365. This program, providing the industry’s highest level of customer support, ensures you can always connect with a live support technician – anytime, anywhere.
Beyond the customer experience, feedback on our software is extremely important to us. When asked what our customers like best about Applied Epic, here is what a few of them said:
Communication with clients has gone from a manual system to a highly automated system. We have letters, activities and emails automatically generated from scheduled reports that notify our clients 90 days ahead of their renewal all the way up to day of renewal. So many hours of time savings from this automated process.
A Verified Current User
Being able to use one system to track our Commercial, Personal and Benefit clients is amazing. We now know at a single glance all the different policies we write for each client. We can communicate with our clients in their preferred method, phone, email, fax or even text all within Applied Epic.
A Verified Current User
There are many things I like about Applied Epic, but if I had to pick one it would be the marketing area. You can create one master marketing submission, choose the lines of business and attachments that you wish to send to each company, and keep up with your submission, correspondence and quotes. This feature alone made the switch to Applied Epic worth it in my opinion.
A Verified Current User
We love to see reviews like these. As a team, we celebrate the positive impact we are having on our customers’ success. Our goal is to be agile and innovative in ways that resolve the daily challenges independent agencies face. It’s about providing tools that enhance an agency’s role as a trusted advisor.
“At Applied, we are committed to customer satisfaction, and these awards are further validation of the tremendous work Team Applied puts in every day to build products that provide a high level of value to our clients,” said Reid French, chief executive officer, Applied Systems. Like our CEO said, receiving this recognition is a real validation to the quality of our software and the level of our service. It’s very rewarding to know that our customers value our software and partnership as much as we value them.
We Couldn’t Do It Without You
At the end of the day, our customers are at the heart of everything we do. Thank you to all of our clients who have reviewed Applied Systems on G2 Crowd and provided the insights needed to help other organizations make the right decision for their business needs. Without you, we could not continue to innovate and deliver on the core promise of insurance – to safeguard and protect what matters most in people’s lives.
See what others say about Applied Epic on G2 Crowd and leave your review today.
March 21, 2019
Women’s History Month is a time to look back and honor the many achievements of women through history and the vast strides made by women today. One does not have to look far to see the influence women have had in medicine, politics, technology, literature and nearly every industry or aspect of society. This month is a time of reflection as much as it is an opportunity to look into the future for women.
Specifically, this had us reflecting on the contributions made by women to the insurance industry. In our research, we came across an article by Property Casualty 360 and we wanted to highlight a few facts from it that we found interesting.
Since 2007, women have consistently comprised about 60% of the insurance workforce, with 1.7 million women employed in the insurance sector in 2016. In a historically male-dominated business, it is clear that the insurance industry today is making important strides towards gender diversity and inclusion. However, when it comes to women in leadership positions, the insurance industry falls short. Research shows that women occupy only 19% of board seats and 11% of named executive officer positions. Furthermore, only 35% of independent agencies are led by a woman agency principal or senior manager. Equity in leadership at the executive level is critical in every industry, especially in technology where partner collaboration and diverse perspectives are essential. Reports also indicate that companies with female decision makers achieve higher market returns and profits.
Establishing mentor-mentee relationships fosters support for women in the insurance industry and increases likelihood of upward mobility. Mentor ship from senior leaders is viewed by women as a top enabler for advancing women into leadership. This represents an opportunity insurance companies must take advantage of in order to support and promote their female employees.
Women Leaders in Insurance
We want to recognize two influential women who are reshaping the insurance industry and working to inspire the next-generation of female leaders.
Kris Hackney, Executive Vice President of Customer Experience, Applied Systems
Kris Hackney is responsible for Applied’s customer delivery strategy and operational execution for the company’s Professional Services, Support and Cloud-based solutions.
How did you get your start in the insurance industry?
I have spent more than 20 years in the software industry, primarily focused on business intelligence and predictive analytics, which gave me an opportunity to be exposed to many industries, including retail, insurance, telecommunications, manufacturing and government. I was drawn to Applied, and thus to a focus on insurance, because of the great opportunity to leverage technology to empower such a critical industry.
What is one important thing that you’ve learned from your professional experience?
At Applied, our mission is to power the business of insurance through innovative, cloud-based software. In my role as the leader of our customer experience organization, I’m responsible for customer delivery strategy and operational execution of Applied’s professional services, support and cloud-based solutions. Throughout my career, I’ve had the opportunity to build great teams. I’m especially proud of how we’ve coupled deeply experienced experts in insurance with individuals from diverse technical backgrounds who bring new perspectives to the table – true innovation takes strong, collaborative teams focused on challenging the status quo.
What do you believe the future of the insurance industry will look like?
The convergence of technology and changing consumer preferences in the insurance industry have agencies and brokerages adopting new, innovative technologies that blend the personal, trusted advice of the agent with customer preferences for interaction – and that is a tremendous business opportunity to capitalize on. Consumer demand for anywhere, anytime access to information is challenging agents to scale their resources to provide around-the-clock service and adopt new technologies that extend the personal touch and trusted guidance of an insurance agent to a 24/7 insurance experience. To provide this experience, digital agencies and brokerages require client self-service software that allows their clients to review policy information, request changes, make premium payments and manage claims processing via online portals and mobile apps. Native mobile apps offer clients quicker, more convenient access to insurance information directly from their smartphone or tablet, providing greater flexibility and servicing options while keeping their agency and brokerage’s trusted advice top of mind.
Read our blog posts, How to Lead Change Management: 6 Guiding Principles or Convenience Is Key: Interacting with the Connected Insured, for more insights from Kris Hackney.
Jackie Gould, Chief Operating Officer, Assurance
Jackie Gould is responsible for the overall client service delivery platform at Assurance, as well as maintaining an efficient operation structure through high quality standards. Jackie’s strength lies in leading Assurance through major operational changes and managing multi-faceted projects that touch many organizational areas.
How did you get your start in the insurance industry?
I started my insurance career at Liberty Mutual one year after I finished college, after moving back to the Midwest from Seattle. It was a time in my life where everything I owned could fit in my car – and it was a very small car. The district sales manager at Liberty hired me as a Special Products Representative, where I worked closely with our sales reps in the greater Chicago area as a property insurance specialist and a liaison to place coverage with our internal underwriting team. It was a training ground like no other to be able to go out on calls with a wide variety of producers, and the experience dismantled my prior conception of what it meant to be an insurance salesperson. We were out meeting business owners every day and helping them manage major risks and costs in their businesses. I learned the technical coverage and underwriting side of the business, as well as how important insurance coverage and the associated services were to a business owner or executive.
What is one important thing you’ve learned from your professional experience?
Scrappiness matters. I discovered that I was hired in that first job with no experience largely because my boss was impressed with the way that I had worked my way through college and how I approached new challenges. Every job I’ve had since has allowed me to get things done with limited resources by being creative and scrappy. I’ve never had a role where I’ve simply taken over a well-defined and well-oiled machine and kept it running. I’ve always been able to roll up my sleeves and make an imprint, build something special, and help to define the future. I’ve been fortunate to work with a lot of people over the years with a similar approach to getting things done.
What do you think is the biggest challenge that women face in the insurance industry today?
I don’t tend to think in terms of challenges for women differently than those for men and that is a testament to the hard work of women in the business world before me. I believe the biggest challenge that we all face is changing our insurance and employee benefit delivery system to catch-up to the current technology, risk, legislative, and consumer environment. As a broker, we must continually earn our position in this new and evolving world. Our role is much bigger than placing coverages with an appropriate insurer and managing the associated transactions. We sit at the risk management and employee engagement table with our clients and help make their businesses better. If we can’t measure our impact, and our clients don’t experience a partnership and value when engaging with us, then we will become obsolete.
What do you believe the future of the insurance industry will look like?
Managing risk is complicated. Engaging employees and providing benefits is complicated. Insurance is complicated. As an executive in my company, I rely on professional partners to help our business with complicated accounting, tax, legal, real estate, and other issues. Although there are mountains of information out there in all of these areas, I don’t have the time to wade through the research and figure out how to apply the information to a given situation. I find trusted advisors in each field to help me. I believe the future of the insurance industry is similar – business owners and executives want trusted advisors to help them to navigate all of the requirements, options, and decision points in their insurance and benefit programs. Analytics will continue to play a rising role in this process, and my hope is that the providers and carriers break down proprietary walls that impede the ability for their clients and brokers to access and use data for better transparency and decision-making.