Agents and brokers want insurers to provide fast service with a human touch

Electronic links and tool upgrades are increasingly important to agents and brokers who view fast turnaround on submissions and speedy quotes and claims services as prime services provided by an insurer, according to a recent survey conducted by A.M. Best. However, survey respondents 70% represented by agents, brokers and/or advisers maintain that human support during regular business hours is equally important.
Respondents highlighted e-mail, insurer Web site’s and particularly the availability of underwriting requirements, target appetites, prequalification tools, quick quotes, endorsements and online forms, as some of the most attractive electronic features increasingly being offered by insurers.
After fast turnaround times, respondents referenced easy access to insurance underwriters as the second most important service an insurer can offer. Approximately 80% of respondents say underwriters should be available until at least 5 p.m. and further suggested that a reasonable amount of time for quote response ranges from one to five days.
The survey also reports that a third of the respondents are more interested in maintaining an easy business relationship with their insurer than they are in securing premiums and commissions. Approximately 62% of the respondents say the two issues are equally important.