Listening to the Voice of the Agent

Project Detail

Client: A large Property & Casualty insurer

Business Area: Commercial Lines

Opportunity: Conducted 12 on-site visits to interview Agencies regarding their interfaces with new business and administration processes and shared feedback across three strategic projects


  • Gathered key requirements of Agents to determine their four highest priority areas: Flexibility, Accuracy, Communication, and Timing (FACT)
  • Challenged Service Level Agreements (SLAs) for timing and set goals to reduce backlogs of work in process
  • Eliminated a renewal survey that annoyed agents by asking for redundant information, also reducing operational work by 3 FTE

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