For years we've been working with commercially-focused brokers across Canada. And it always surprises me when I see brokers sending insurer-branded quotes directly to their prospects and customers. No brokerage branding. No personalization. Just the insurer-branded PDF.Read More
Earlier this month, CSIO announced an initiative to create a working group to advance the implementation of data standards in commercial lines (here's the press release). Why is this important?Read More
The most lucrative brokerages in Canada are the ones that tend to have the best broker experience. If you’re not exactly sure what “the broker experience” encompasses it is,
“the experience, or sum of all experiences, that any one of your brokers has while working at your brokerage. It includes the role and responsibilities, the physical space, the tools, the processes, the relationships with other staff and with customers.”
Change. That scary skeleton that dances its way out of the closet every few years. It’s the skeleton your staff fear the most. Why is everyone so afraid?Read More
If you’re a brokerage principal or a commercial lines manager, you know that changing processes to improve productivity can lead to reduced morale. It’s a double-edged sword that we see repeatedly; improved workflows and processes means change management, and it’s often not easy.Read More
We’ve all been one—a casualty of poor customer experience.
In a previous blog, I discussed the nature of insurance in terms of how well consumers are able to evaluate the service provided by brokers.
Insurance, especially the more complex commercial environment, is not easy to evaluate. Unless a business owner has a background in commercial insurance, they have no way of telling how well their broker is doing their job. They have to go on good faith, or trust.Read More