BY ARA C. TREMBLY
Ever since insurers started using computers to do business, independent agents have been asking for technology-enabled interfaces with carriers to allow for easier, faster and more efficient rating, administration and processing. In recent years, however, some carriers have been in the forefront of making their agencies’ wishes come true by enabling real-time transactions, only to find that many in the agency community have been slow to adopt the technology.
The battle for real-time capabilities (once referred to as SEMCI—single-entry, multiple-company interface) has been waged for more than 30 years, with agents often complaining of painfully slow progress on the part of carriers. But with many insurers on board, the question now is whether agents will make the effort to keep up.
Accordingly, National Underwriter asked several insurance executives what they would want agents to do to help achieve optimal agency-carrier interface.
STAY CURRENT
“Agents need to stay current on their agency management systems. They need to adopt all these new technologies we’ve been building,” according to Linda Dodson, assistant vice president and e-business manager for the Chubb Group of Insurance Companies in Warren, N.J.
Ms. Dodson said Chubb will be piloting a claims download function for agents by midyear, but many agents won’t be able to take advantage of the technology because they are not running the most current versions of their agency management systems.
“We do first notice of loss, and we have attachment capability, but again, agents can’t use it if they’re not current,” said Ms. Dodson, who noted that prior to joining Chubb, she had worked for an independent agency for 11 years.
In addition, she said, “agency principals have to get engaged and not think of technology as an evil thing. If you don’t adopt it, you’re losing money. Principals really need to push and drive adoption of these technologies, and they need to push staff to get involved.”
One way to encourage such involvement, she added, would be to offer incentives and rewards to staff who utilize the technologies.
“Agencies need to make those initial investments in technology,” Ms. Dodson continued. “Many agents think technology is a one-time expenditure, but until you get rid of that attitude, you’re not getting anywhere. Make technology a part of the line-item budget—a cost of doing business.”
Agency principals should then make sure they are up to date on their management systems, and make staff accountable and responsible for working with the technology, she suggested.