What if carriers worked harder to standardize their websites instead of their forms or data? That was the big question from day one. A Maine agency that does business with over 10 carriers on commercial lines had only one carrier that did upload and only a few that offered a quick quote.
From their perspective it would be a tremendous improvement if carriers were able to offer sites, flow, user experience, etc. that was consistent. Figuring out how to work the site and how to answer the company unique questions is where they burn a lot of work – especially if they need to quote multiple companies for one risk. Why can’t carriers create more consistency around the web site, the work flow and the product questions? Even if an agent had to visit multiple company sites, if they were more standardized, time and money would be saved. Standardizing carrier websites to align for better upload, ease CSR training requirements and provide a consistent/fast experience sounds great, but, how does the industry pull this off?
What are we going to do with all this insight? That is the question. Maybe rally ACORD to develop a standard quick quote definition that could streamline workflow?
Agents can “get things done” on carrier sites, not their Agency Management Systems “You know what, I only want to deal with company web sites.” That’s what we heard from a NH agent on Day 1. “If carriers could upload better and download better I would be happy. Because that’s where I can get things done. “ Interesting feedback from an agent that thinks it make more sense to focus workflow in carrier sites than in his agency management system. That’s an interesting perspective. Time will tell if – over the course of this trip –others feel the same way.