DUAL Group logo

Company Snapshot

DUAL Group is one of the largest international underwriting agencies. Founded in 1998, DUAL operates in 21 countries across the world.

Overview

International MGA seeks modern core management system to support global offices 

DUAL Group, a growing international MGA with US$3.5 billion of GWP, enlisted the help of MGA Systems for a better core management system for their Australia and New Zealand locations to support policy management, financials, and claims. 

Because of the niche nature of their MGA, there was no centralized underwriting system, and there were different rating structures and processes across the organization. The online platform utilized in Australia and New Zealand did not integrate with the back end of its business.

With 19 lines of business online and more than 50-60 different product schemes online today, DUAL Group saw a need for a solution that would allow them to do the specialized work in their field.

Modernizing Operations, Increasing Revenue

Streamlining processes

Vertafore solutions:

Proven results:

  • Optimized user experience allows brokers to quote 10 times more business than they could previously via legacy systems resulting in more revenue for DUAL Group.
  • Reduced turnaround time to quote, bind, and process insurance resulting in increased satisfaction among clients.
  • One core system has eliminated many productivity barriers such as repeat data entry, errors, and the need to switch in and out of systems.

We’ve never run into something we can’t solve with MGA Systems.”
– DUAL Group Chief Information Officer, Steven Cota

Insurance underwriter in office

A solution built to tackle the unique challenges of MGAs

DUAL Group leverages MGA Systems to support policy management, financial activities, claims, quoting, binding, and rating across their broker and underwriting teams in New Zealand and Australia.

In Australia, DUAL Group was able to quickly and effectively migrate its legacy data and policies into MGA Systems. In total, they migrated 60,000 legacy policies into renewals within a few months. As of 2023, they have over 200,000 policies on the online platform. The new system was able to accommodate the peak month of June, which processed over 20,000 independent transactions. 

As a result of implementing MGA Systems, the Australia and New Zealand teams have increased the number of renewals and new business quotes that could be processed without being touched by an underwriter to 90-92%, a dramatic increase from 55% previously. 

Before implementing MGA Systems, underwriters needed to review nearly half (45%) of all renewals and new business quotes. MGA Systems significantly streamlined this process, reducing manual review to just 10%. 

Hourglass saving time

Less barriers, more time to write new business

Now that many DUAL regional groups operate under one core structure, MGA Systems has eliminated many productivity barriers such as repeat data entry and the need to switch in and out of separate systems. Previously, underwriters and brokers used outdated methods to quote everything. For example, the New Zealand business previously didn’t have an online platform at all, and brokers/underwriters had to plug numbers into Excel, which was highly prone to human error. 

Today in Australia and New Zeland, a broker at DUAL Group can quote new business inquiries in just minutes for up to 1,000 different occupations across eight different liability products. This can all be done in most scenarios with no input needed from an underwriter.  The integrated system saves employees this extra step and improves efficiencies on routine tasks such as quoting, binding, and issuing policies, leaving them more time to focus on business development. Now, productivity soars for employees, and employees can quote 10 times the amount of business in the same time period.

Software integrations

Open APIs for more flexibility

With open APIs, MGA Systems allows easy integrations with online portals, rating platforms, and other third-party applications. This allows for a single platform for users and eliminates the need to go in and out of different systems during their workday. The open architecture grants customers access to both data and SQL code in their database if needed, resulting in a better interface for brokers and underwriters with all the information and data they need in one location.

This optimized user experience helped our brokers and underwriters speed up their daily processes such as quoting and binding, allowing them to sell and write more business."

Business handshake

Laying the groundwork for future opportunities

To DUAL Group, MGA Systems is a solid investment that has helped the company quickly and effectively expand into new markets. Successfully laying the framework in Australia and New Zealand has empowered them to build a presence in Brazil. The team was able to build the improved system in 4-6 months- something they believe would have taken up to a year without the help of a core platform like MGA Systems. 

As a result of the positive experience using MGA Systems and the clear benefits, DUAL Group is using it in other locations such as Spain, Singapore, and Mexico.

The team was able to build the system in 4-6 months, something we believe would have taken up to a year without the help of a core platform like MGA Systems.”

Ready to take the next step? Contact us to learn how Vertafore can help you effectively leverage your expertise and stay ahead of the curve.

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Meet Keystone Agency Partners

See how KAP, fueled by RiskMatch and a visionary approach, navigated and transformed challenges into strategic investments. Explore the ins and outs of KAP’s success and discover how technology and strong partnerships lead to unparalleled growth.  

Facing the unique challenge of growth

Founded in 2020, Keystone Agency Partners (KAP) has seen extraordinary growth, acquiring 19 agencies in just three years. This rapid expansion brought a unique challenge: working with different agency management systems (AMS360 and Applied Epic) and data entry methods. 

KAP’s implementation of RiskMatch turned a complex web of numbers and stars into valuable nuggets of knowledge.

Implementation highlight

80% adoption unites agencies

KAP's adoption rate of 80% among partner agencies with their relevant data.

 

KAP and Vertafore dedicated efforts to ensure that each agency has access to relevant data and can utilize it effectively. This effort has paid off, with a significant user adoption rate of 80% among partner agencies.  

The success of this collaborative model goes beyond just software adoption; it's about building a community within the corporate structure. This has been a collective effort, with Vertafore and KAP working together to facilitate adoption, leading to a robust, informed, and connected network of agencies. 

Client fast facts

About Keystone Agency Partners

KAP prioritizes profitable growth and operational efficiency. The brokerage champions an agency-first mentality, equipping partners with superior resources and technology to nurture an entrepreneurial culture.  

Vertafore solutions:

Elevating operational efficiency 

RiskMatch has taken KAP’s operational game to new heights, fueling growth at scale. Denis breaks it down: “RiskMatch isn’t just a tool; it’s our operational compass, guiding us through sales and post-sales activities efficiently.” 

This newfound operational efficiency has set a foundation for KAP to scale new heights, adapting swiftly to market demands while maintaining high standards of service and compliance. According to Patrick Kinney, KAP president, “We’re always looking at what verticals we should be building, what industry specialties we should focus on, and where we should invest our next dollar to grow the business.” 

Optimization highlight

Target insights boost efficiency

During a series of budget planning meetings, the KAP team delved deep into each agency’s performance metrics, including: 

  • Book of business composition,  
  • Unit productivity measures like sales per producer 
  • Client-to-servicing staff ratios. 

Insights from RiskMatch helped identify the specific needs of different client segments. For example, KAP discovered that 50% of one agency’s clients were small businesses that required less engagement compared to larger clients with more complex needs. This revelation enabled KAP to support the agency in tailoring services appropriately. 

This operational efficiency analysis helps streamline internal processes and enhances KAP’s ability to manage agency relationships more effectively. Now, KAP agencies can make informed decisions about resource allocation, service strategies, and overall business operations.  

Fostering collaboration and a unified culture 

KAP’s approach isn’t just about the tech ─ it’s about people and culture. When an agency joins KAP, it joins a family of 19 other successful agencies with different perspectives and experiences.  

The true measure of this success is evident in interactions among partner agencies. KAP began to experience a new level of collaboration. Agencies aren’t just swapping tips; they’re diving into market trends and tactics together. This represents a shift to a more collaborative approach, where each agency’s strengths shine. 

“Creating transparency with data creates healthy competition, and we’re seeing that happen organically because of RiskMatch,” Patrick explains. “This culture is not just about fostering healthy competition; it's about creating a unified vision and approach across all agencies.” 

Fostering collaboration with KAP and Vertafore
Charting the future with KAP and Vertafore partnership

Charting the future: predictive power and informed growth 

KAP is looking forward, and the view is exciting ─ where every decision is guided by solid data insights. The brokerage is committed to staying at the forefront of innovation, continuously evolving its practices to meet the ever-changing demands of the insurance industry. 

Keystone Agency Partner’s story is a blueprint for the future of the insurance industry, where a blend of technology, insight, and collaboration is the secret sauce for creating unparalleled service and sustainable growth. They’ve embraced technology not just as a solution but as a catalyst for enduring success and innovation.  

Turner Surety and Insurance Brokerage logo

Turner Surety and Insurance Brokerage, Inc. (TSIB) is one of the largest privately held insurance brokers in the US. Representing billions of dollars in construction volume, their experience in the field brings firsthand knowledge and understanding of its unique risks and complexities.

Background

As the long-time broker for a top construction firm’s national rolling contractor-controlled insurance program, Turner Surety Insurance Brokerage (TSIB) had in-depth experience with wrap-up programs.  But the placement of a CCIP is only the beginning; these programs also entail in-depth daily administration. Since TSIB did not offer administrative services, TSIB’s wrap-up clients used a third-party firm for these services.

TSIB saw an opportunity to help its wrap-up clients save costs, as well as benefit from more personalized service. The company decided to not only broker the insurance for their clients, but administer their programs as well. But, they lacked the staff and technology infrastructure to support an administrative practice. After a comprehensive evaluation, TSIB decided to partner with Vertafore software.

Vertafore solutions

Proven results

  • Provide personalized service to valued customers
  • Help clients save costs

We would not have gotten where we are today as quickly or cost-effectively without partnering with Vertafore Software. Their software and service has been highly instrumental to our success at wrap-up administration. With them as our technology partner, we are enabled to put our best ideas into action, stay at the forefront of wrap administration, and effectively serve our clients.

– Jill Garrity, CIC, CRIS
   Director of Operations, TSIB

 

 

Jill Garrity at Turner Surety
MMG Insurance logo

Company snapshot

MMG Insurance Company is a regional property and casualty insurance company that carries an A.M. Best A (Excellent) rating. Over its history, MMG has evolved and expanded, entering the State of Vermont in 1981, New Hampshire in 1984, and Pennsylvania in 2006.

A triumph in agent-centric operations: MMG amplifies efficiency with TransactNOW 

It’s not news to anyone who sells anything that “the customer is king,” but giving the king what he wants is another matter altogether. The effort to solve that problem has given rise to a spate of “customer-friendly” technologies and marketing campaigns. But who are your customers? While the obvious answer would be to point to a company’s many insureds, most carriers will tell you that another group of customers is equally as important to the success of the company — the agents who sell the insurance products and services.

MMG Insurance Company of Presque Isle, Maine, has seen the importance of giving its agent customers what they need. They know that a highly competitive insurance marketplace is pushing those agents to do more business more efficiently in less time. MMG decided they needed to help their agent customers accomplish these goals and lay the groundwork for future agency relationships.

We wanted to meet the demands of our agents and the marketplace by providing products that increase productivity and efficiency as well as improve our ease-of-doing-business initiative.
– Stacy L. Shaw
   Vice President of Information Systems, MMG

Vertafore solutions:

Proven Results:

  • Immediate return on investment, with transaction volumes exceeding expectations within the first week and following weeks
  • Continued monthly growth in transaction volumes for agents and insurer
  • Growing user satisfaction among agents
  • Time savings for agents and CSRs on previously manual processes
  • Improved data reliability

The challenge

MMG Insurance Company is a progressive, regional property/casualty insurance company that carries an A.M. Best A (Excellent) rating. Over the years, MMG has evolved to a regional company, entering the State of Vermont in 1981, New Hampshire in 1984, and Pennsylvania in 2006. The company has become a prominent provider of personal lines products by offering a wide range of solutions. Its unique packaging concept, known as “Portfolio,” allows the convenience of multiple policy packaging and one common bill with a variety of payment options. MMG also offers a variety of commercial lines products. According to Shaw, commercial lines represent more than 29% of the company’s premium volume and has seen significant growth in the past several years. So how could MMG’s technology capabilities support the company’s larger business strategy of meeting the demands of its agent customers?

“Our technology decisions completely impact our business model by allowing us to compete effectively and successfully in a national marketplace, providing best-inclass technology solutions, maintaining excellent relationships with business partners, and providing exceptional service to our agents,” said Shaw.

Insurance agents at a table

The strategy

MMG decided to look at existing technology products to see how the solutions might fit with their overall goals and meet the challenges posed to their agents. After a short evaluation process, the company chose to look at several products from Vertafore because “most Vertafore products are mature and have a solid reputation,” said Shaw. The decision-making process included MMG’s Personal Lines Underwriting, Customer Service, Information Systems, Marketing, and Executive Management teams. “It was important to our company to get both a business user and a technical user perspective before making a final decision,” said Shaw.

We needed to make sure the service was something our customers needed and would use. Furthermore, we had to verify if the service would integrate well with our environment. Vertafore offerings line up nicely with our technology strategy.

The decision

The company ultimately purchased and implemented Vertafore’s TransactNOW and PL Rating products — which became critical to their success — as well as Commercial Lines Download and Personal Lines Download. “Several factors played into the decision of choosing these products, of which the most important ones included: customer demand, marketplace pressure, the need to increase efficiencies, and support of our ease-of-doing-business initiative,” said Shaw.

TransactNOW enables real-time connectivity with agents using Vertafore’s AMS360 and Sagitta management systems. TransactNOW allowed MMG to support a multitude of real-time transactions including billing, claims, and policy inquiry; general messaging; edocs; and endorsement bridging and quote bridges for both personal and commercial lines. It also allowed MMG to integrate directly into their new rating system, and provide real-time updates, messages, and important information directly to their agency partners.

Installation

“Implementation of TransactNOW was very easy,” said Shaw. “Vertafore staff was knowledgeable and expectations were clear from the start. Within a few short weeks, we were supporting at least five functions available for use in TransactNOW. We were very pleased with the results.”

“MMG and Vertafore collaborated on a training session in Portland, Maine that further solidified our business alliance and proved to be wildly successful in promoting a positive and effective use of the PL Rating product,” said Shaw.

TransactNow mockup

Benefits

MMG has seen their agents respond immediately and positively to these process upgrades through TransactNOW. “This has been a very successful product providing much efficiency for our agent customers as well as MMG,” said Shaw. He also noted that Vertafore products have allowed MMG to enhance relationships with business partners and increase revenue by making it easier for agencies to do business with the company. Adopting Vertafore products has also reduced data entry costs and helped to minimize turnaround time for MMG to complete transactions. According to Shaw, MMG saw an immediate return on investment for PL Rating and TransactNOW when the transaction volume exceeded expectations in the first and following weeks. “Each month, transaction volume continues to grow,” said Shaw.

MMG is utilizing TransactNOW to boost their connection points with agency partners and ensure their relationship continues to improve. With Vertafore’s products, MMG was able to create a holistic connectivity and efficiency solution for their employees and partners, all while ensuring their lines of business were supported.

Oyer Macoviak and associates logo

Established in 1953, Oyer, Macoviak and Associates is the oldest and one of the largest independent insurance agencies in Boynton Beach, Florida. Always innovating, this full-service agency is at the forefront of using API integrations with AMS360 to maximize efficiencies and increase profitability.

Background

Oyer, Macoviak and Associates is a full-service, family-run insurance agency serving the residents of South Florida’s Boynton Beach and surrounding areas. The agency offers home, auto, and business insurance as well as some more specialized products that appeal to a local customer base, including classic car and flood insurance. Established in 1953, they are among the area’s largest independent insurance agencies and have built a culture of innovation that allows them to stay nimble.

Company President Rob Macoviak has a background in accounting but began his career in marketing for technology giant IBM. Now he’s going on 24 years in the insurance industry.

Vertafore solutions

Proven results

  • Annual growth of 26% without hiring additional staff
  • Standardized workflows to eliminate data inconsistency and process inefficiency
  • Claims processing with little to no paperwork
  • APIs to improve visibility into the client experience

Using APIs and AMS360 to automate processes

Oyer, Macoviak and Associates president and employee

Early in 2017, Macoviak began looking at Application Programming Interfaces (APIs) — snippets of code that allow software applications to share a common language and data — for automating office processes. Initially, he wanted an API to use for marketing purposes like mailing postcards and letters to clients and prospects. Taking that one step saved about 15 hours a week and from that point, he was hooked on the concept of APIs for automating routine yet essential agency tasks.

At the same time, with a little nudge from his wife and agency vice president, Christian, Macoviak began evaluating agency management systems that would easily integrate with their APIs to deliver efficiencies across the board. Or as his wife says, “You did it for marketing; can you do it for the rest of the office?”

Macoviak looked at several different solutions before deciding on Vertafore’s AMS360. “We started looking at other agency management systems, and we looked at all of them. I mean literally.”

But he kept coming back to finding an agency management system that would integrate best with the powerful APIs he was using. And AMS360, built on an open platform, was the clear choice. For Oyer, Macoviak, and Associates, AMS360 provided the functionality they needed with easy API integration — APIs they knew were helping them make substantial improvements.

Better profitability and sustained growth

AMS360 helps this agency save an hour per day per employee on manual processes. “Last year, we grew 16% and didn’t add an employee. This year, we’re up 26% and are not going to add an employee. Our profits are over 30% That’s what this technology does,” Macoviak said.

AMS360 streamlined agency workflows with real-time access to the essential data they need to quickly help their clients through transactions.

AMS360 is superior for the CSR to see everything: The different activities, the documents, and the policies. It’s like a call center for agents, but it does all the work for them at the same time.

Macoviak’s staff has seen dramatic time savings since implementing AMS360. “If that auto change took us 20 minutes, it now takes us two. If we take a claim, the overall paperwork is little or nothing because we’re directly integrating the claims into the company’s website, so the claims are immediately reported.” 

Last year, we grew 16% and didn’t add an employee. This year, we’re up 26% and are not going to add an employee. That’s what this technology does. ”

– Rob Macoviak
  President, Oyer, Macoviak and Associates

Workflow before AMS360

Total time: 30 minutes

CSRs manually processed policy changes in 30 minutes or more.

CRS manual process graphic

  • 1. CSRs writes new car information on a piece of paper.


     

    Paper graphic

  • 2. Meanwhile, another client calls. 


     

    Phone graphic

  • 3. CSR returns to the rating system and manually enters new data into the carrier’s system.
     

    typing graphic

  • 4. CSR keys in data to finish the endorsement, as the client has been waiting for 30 minutes.

    Waiting graphic

Workflow after AMS360

Total time: 30 seconds

CSRs use automated forms to complete policy changes in seconds.

Phone and email graphic

  • 1. A client call initiates a pop-up form with auto-populated fields.
     


    Customer call imitates a pop up icon

  • 2. The integrated AMS360 system also opens up to speed the transaction.


     

    AMS360 integration icon

  • 3. AMS360 prompts the agent with the right questions and then integrates the answers with the carrier.

     

    Right idea icon

  • 4. The agency emails new auto ID cards and policy changes to the client within 30 seconds.
     

    Email icon

ETA Insurance Group logo

Company snapshot

ETA Insurance Group was started in Joe Pilla’s basement in Nesquehoning, Pennsylvania, in 1999. The agency has since grown from a humble benefits business to a full-service agency serving Northeastern and Central Pennsylvania.

Background

ETA had a modest beginning but quickly transformed into a thriving business by providing a modern, enjoyable experience for their customers. According to founder and president, Joe Pilla,

We’re competing with companies like GEICO and Progressive. There’s a lot of interference from ads from these big box direct writers. We’re doing more than just selling and servicing a policy, and our customer experience has to reflect that.

– Joe Pilla
  Founder & President, ETA Insurance Group

 

QQCatalyst helps ETA provide this first-rate customer experience by improving internal efficiencies and catering to customer expectations. From marketing to policy renewal, QQCatalyst is there to automate ETA’s processes and modernize the agency-client relationship.

Agency management titan technology flow chart

ETA Insurance Group is focused on improving their agency management capabilities.

As such, they’ve partnered with Vertafore to empower employees and drive productivity.

Vertafore solutions

Proven results

  • Implemented a completely paperless business model to improve efficiency
  • Adopted modern technology to appeal to client expectations
  • Reduced time spent responding to simple inquiries by more than 80%
ETA Insurance Group office

Automated marketing and onboarding

The modern customer experience begins with a smooth onboarding process. Most agencies today struggle to find the time to personally reach out to new customers and develop relationships. QQCatalyst’s Agency Intelligence module allows ETA to set predetermined, automated communications for their new customers, triggered by a customer signing a new policy.

These automated communications known as Smartflows are simple to set up, and Pilla can dictate what message should go out and when. Smartflows save the ETA team heaps of time while starting the client relationship off on the right foot. These automated communications can also be used to remind customers about upcoming renewals, policies they should be considering, and other marketing efforts.

Servicing made simple

Once a customer is effectively onboarded, the focus shifts to keeping them happy. Perhaps the most critical piece of the modern customer experience is fast, reliable service. QQCatalyst empowers ETA to quickly service customer accounts. Before implementing the management system, employees had to physically retrieve paper documents to service an account – resulting in a frustrating customer experience.

Better roster management improves carriers’ distribution strategies

Workflow without QQCatalyst

Total time: 30 minutes

ETA kept physical files on each customer.

  • 1. A customer called or emailed the agency requesting a copy of their policy

    Email icon

     

  • 2. The CRS went downstairs to where the filing cabinets were stored

    time wasted icon

     

  • 3. The CRS sorted through the files to find the right policy before scanning it

    paper icon

     

  • 4. The file was then sent to the producer who shared the policy with the customer

    email sent icon

Workflow with QQCatalyst

Total time: 5 minutes

ETA digitally stores files with QQCatalyst

  • 1. A customer called or emailed the agency requesting a copy of their policy
     

    email icon

     

  • 2. The CSR has immediate access to the customer’s policy and quickly emails it to the customer in just a few clicks

    email sent icon

     

Obsessed with QQCatalyst

The results

QQCatalyst enabled ETA to go completely paperless. Executive Assistant and Account Manager Renee Slakoper says, “We went from receiving an email, going to the basement, scanning in documents… to pulling a client’s information up immediately. That’s a lot of time saved.” She highlights the newfound ability to remove silos and improve cross-department functionality with the paperless approach.

Now we can service an agent’s clients while they’re away and we have the information right at our fingertips.

Meeting clients’ communication needs

With shifting customer expectations come changing technologies to support them. Customers are increasingly using texting to interact with the companies they do business with. “Most people would rather get a text or an email instead of a phone call,” Pilla says. “I have a 70-year old customer who says he prefers to communicate through text so you can’t say it’s just the younger generations. It’s everybody.”

QQCatalyst has built-in texting features that allow customers to text the agency directly instead of a producer’s personal phone number. QQCatalyst then automatically logs customer texts on the customer’s file to reduce E&O exposure. Pilla recalls spending a weekend with his family by one of Nesquehoning’s lakes. His neighbor approached, needing a certificate of insurance to take his boat out on the water. “I pulled up my phone and texted him a copy,” Pilla says. And just like that, his neighbor was on his way. “With mobile capabilities, we can answer any question or send documents from anywhere,” he adds.

Innovative solutions for the modern agency

Insurance is evolving: The industry is quickly consolidating, client expectations are growing, and technology is creating new opportunities. The key is staying ahead to remain relevant and profitable. If you’re unsure how to move forward in this evolving landscape, Vertafore is here to be your partner and guide you through these changes.

Vertafore employee
Hyland insurance logo

Hyland Insurance is an independent insurance agency founded in 1983 by brothers Tim and Pat Hyland. The agency has since expanded to become one of the leading agencies in the Louisville, Kentucky Metro Area. Hyland’s mission is to build trust to provide success and security to their 7,000-plus individual and business clients.

Background

As with most businesses, Hyland was faced with some challenges in 2020. The pandemic shifted the workplace dynamic as well as the client-agency relationship the insurance industry is known for. To stay relevant and profitable, this family-run agency doubled down on their top priority: providing high level service to their customers.

This customer-forward thinking comes in the form of not only adopting technology but ensuring that technology integrates seamlessly together for an optimal employee and client experience. “It’s always been very important to us to embrace new technology,” says Hyland COO, Jeffri Northcut. “It’s been our focus to have all our technology in one spot so that it’s easy to service our customers.”

Vertafore’s suite of client digital experience and agency management products gave Hyland a leg up on their competition and made dealing with the effects of the pandemic easier.

titan technology for client digital experience, agency management and market connectivity
Hyland Insurance is focused on improving their client digital experience, agency management, and market connectivity. As such, they’ve partnered with Vertafore to foster client engagement, drive productivity, and connect to carrier partners.

SET FOR SUCCESS

Vertafore solutions

Proven results

  • Seamlessly transitioned to remote work in wake of the 2020 pandemic
  • Implemented completely paperless processes
  • Freed up time for staff through automation and self-service offerings

Paperless process

“I think we had 48 hours to get everybody out of the office and set up at home,” Marketing Manager, Melissa Stewart says regarding the stay-at-home orders in March of 2020. “Not everyone had laptops, so it wasn’t an easy task. But it was so helpful to already have our technology in place and the feeling that we were able to turn it on immediately.”

AMS360 and eDocs allowed Hyland to remove all paper processes in the agency — a key to sustained productivity throughout the pandemic, according to Stewart. During a time when retrieving physical documents from the office was impossible, Hyland didn’t have to worry about not being able to protect their customers from risks.

“eDocs was a huge lifesaver through all of this,” Stewart adds. “We have everything downloading through TransactNOW for our participating carriers.” Hyland no longer has a dedicated staff member scanning in documents and emailing them to each client manager, saving heaps of time for the agency. But another benefit Stewart points out is the simple fact that she has a clean desk. She says, “Getting rid of all that paper on your desk de-clutters your mind as well and makes you feel more in control of your work."

Enjoyable customer experiences

Possibly one of the most challenging aspects of today’s remote work is maintaining strong ties with clients. In an industry heavily focused on personal relationships, agencies are striving to cultivate these connections in an entirely new way.

Hyland relies on InsurLink, a self-service portal, to provide clients with the same level of service and personal touch they’re used to, all online. It provides a modern, intuitive client digital experience allowing Hyland’s insureds to access policy information, retrieve certificates, or even pay their bills from any device.

Hyland adopted InsurLink long before the pandemic. As a growing multi-state agency, they needed a way to provide top-notch service to every client. However, COVID-19 has created an increased need for customers to digitally self-service. Northcut says, “If they need to get certificates or anything, it’s easy to log in and get what they need outside of business hours. They love it.”

And with the InsurLink mobile app, insureds can enjoy the freedom of knowing they have the power of their insurance agency at their fingertips.

Hyland InsurLink Mockup on desktop

No one feels overwhelmed or behind. The automation, the tools, and the integration all help us be more proactive.
– Jeffri Northcut
  COO, Hyland Insurance

Orange Partner Integration

 

 


Hyland didn’t stop at providing self-service for their customers. They also adopted Vertafore Orange Partner, Agency Revolution, to stay top of mind and ensure clients are receiving the coverage and service they need. “When our customers think ‘insurance’, we want them to think Hyland,” Northcut says. “No one else.”

Agency Revolution’s marketing automation sends communications for events such as welcoming a new client or wishing them a happy birthday. Stewart says, “We chose to add Agency Revolution for win backs, marketing to our existing customers, and just keeping in touch.” Hyland can focus on selling and servicing while Agency Revolution helps maintain the brand and personal relationships with clients.

Northcut adds that the integration between all their Vertafore products and partner solutions has made a lasting impact on Hyland’s processes. She says, “No one feels overwhelmed or behind. The automation, the tools, and the integration all help us be more proactive.

More than software

Vertafore offers Hyland so much more than a suite of integrated technology solutions. Northcut and Stewart can count on their every need being met with the help of their own dedicated account manager.

“It’s nice that we have a local Vertafore representative that we can easily contact,” says Stewart. “She knows us, she knows our area, and she knows the types of customers we have. She can recommend solutions and help us with growing the business. We rely on that relationship quite a bit.”

Vertafore takes a consultative approach to helping customers achieve their goals. In Hyland’s case, that means product recommendations, growth strategies, or even the latest industry trends and how to adapt to them.

Hyland Insurance building
Woman presenting

Innovative solutions for the modern agency

Insurance is evolving: The industry is quickly consolidating, client expectations are growing, and technology is creating new opportunities. The key is staying ahead to remain relevant and profitable. If you’re unsure how to move forward in this evolving landscape, Vertafore is here to be your partner and guide you through these changes.

Ready to take the next step?
Contact us to learn more about how Vertafore can help you
foster client engagement and drive productivity.

Learn more     Contact Vertafore

Harbor Brenn Agencies logo

In the dynamic landscape of insurance, Harbor Brenn Insurance Agencies highlight how the combination of empathy and Vertafore solutions enables independent agencies to build meaningful relationships while maintaining efficiency.

Heart and technology

Today’s insurance world demands adaptability and innovation. Ashley Decarteret, the dynamic agent & owner of Harbor Brenn Insurance Agencies, reveals a perfect blend of digital agility and human touch with Vertafore’s cutting-edge solutions at her side.

 

How Harbor Brenn Agencies' fusion of heart and Vertafore technology are driving growth

Since its inception in 1977, Harbor Brenn Insurance Agencies has been Petoskey, Michigan’s steadfast ally, consistently delivering reliable service. “Our community is our lifeline, and the bond we share with them is immeasurable,” Ashley explains. “When we say we are here for them during their worst days, we mean it wholeheartedly.”  

But in an era brimming with data and with personal lines customers numbering in the thousands, how does an agency preserve that heart-to-heart connection? Ashley’s answer: a mix of tech and empathy. “Balancing automation with a personal touch is crucial. Vertafore’s solutions have enabled us to be there for our customers in their times of need without overwhelming our resources.”  

Dynamic solutions, real results  

Every day, an independent insurance agency juggles a myriad of conversations. From joyous life milestones to unexpected hitches, agents are on their toes, ensuring no client detail goes unnoticed. “While interactions form the heart of our work, efficient tracking and documentation are its backbone,” Ashley explains. “Without a system like AMS360, managing it would be a colossal challenge.”  

Ashley explains how AMS360’s features, such as quick NAVs, have become indispensable tools: “These quick navigation features have been a game-changer.” Employees can swiftly access what they need without stumbling through intricate workflows. These features ensure that the agency has a smooth process even in turbulent waters. 

Driving revenue with automation   

With Vertafore’s’ integrated solutions, Harbor Brenn can successfully cater to thousands of personal lines clients. “The technology we have in place lets us be personal and proactive without having to do a lot of backend work,” said Ashley.   

Highlighting its impact, Ashley shares a win: The success of an automated renewal review process using AMS360 and Vertafore Client Communications. Clients receive a friendly email reminder 45 days before their P&C policy renewal, complete with a link to update new or changed coverage needs.    

This proactive approach not only streamlines operations but also bolsters revenue. “We’ve got a 42% open rate and a very high response rate on these emails,” Ashley beams. “We’ve sold a zillion umbrella policies this year because of this process. We’re simply having coverage conversations with our clients that we wouldn’t have had otherwise.” 

Client Fast Facts

About Harbor Brenn Insurance Agencies

Since its founding in 1977, Harbor Brenn Insurance Agencies, based in Petoskey, Michigan, have provided exceptional, personalized services to thousands of personal lines clients with the ultimate goal of turning insurance into what it always should be — easy. You won’t find any suits, fancy talk, or jargon, at this agency. Only local, friendly people who are dedicated to their clients.

Number of employees: 19

Vertafore customer since 1997

Vertafore Solutions

 

  

  

Big picture, brighter future  

In today’s shifting industry terrain, staying grounded while scaling the agency is challenging. Yet, as Ashley attests, the right InsurTech can be a game-changer, even through market uncertainty. Vertafore’s comprehensive solutions equip agencies to manage accounts holistically, delivering a tailored client experience.   

During trying times, the trust Harbor Brenn has fostered with its clientele is evident. Ashley remarks, “With the pandemic and supply chain issues causing insurance premiums to start increasing. I’m really proud of my customers who are not leaving, and I’m also really happy with the systems we have in place that allow us to reach out to them proactively.” These initiatives, be it blog posts or personalized messages, are all about ensuring that clients are never in the dark. And with Vertafore, the agency can consistently deliver on that promise.

Ready to take the next step?
Contact us to learn more about how Vertafore can help you
improve efficiencies and leverage automation.

Learn more     Contact Vertafore

Connor Insurance Agency logo

In the world of insurance, adaptability is key. Connor Insurance Agency stands as a testament to this adage. Under the direction of trailblazer Oliver Connor, this family-owned independent agency embarked on an impressive digital transformation journey with Vertafore. This transformation is a lesson in overcoming challenges, enhancing client relationships, and embracing the digital age.

Meet Oliver Connor

Discover how Connor Insurance Agency harnessed the power of Vertafore technology to scale their operations and foster meaningful relationships, allowing them to excel amidst the challenges of a volatile market landscape.


 

The wake-up call: Drowning in paperwork

Oliver describes his initial venture into the family business as being met with a scene "so out of whack." Recounting those early days, he quips, "It was like stepping into a time warp. Paper was everywhere, and I just thought, ‘we can do better.’”

The quest to improve efficiency and reduce manual labor led them to Vertafore, an insurance technology provider aligned with the agency's ethos: “one size does not fit all.”

Efficiency reimagined

According to Oliver, Vertafore's solutions were pivotal in reshaping their operations. "Every form, every claim, every policy — it's all digitized, streamlined, and incredibly easy to manage," he says.

With AMS360's ability to centralize information, this independent agency was no longer shackled by endless paperwork or disconnected systems. "We've got every policy, claim, or customer contact detail at our fingertips”, Oliver adds.

Oliver notes that another stand-out feature of working with Vertafore solutions is the capacity for integration with other business and InsurTech software. "This integration feature is something that's really put Vertafore ahead of the curve”, Oliver explains. "We've connected it to our CRM, accounting software, and even our email system. This interoperability means we have a holistic view of all our data and processes. It's like having all our tools in one toolbox."

Leveraging automation

Vertafore is more than just a technology provider to Connor Insurance Agency. It's a strategic InsurTech partner that has transformed their approach to business. Automated communication through integration with AMS360 and Vertafore Client Communications has revolutionized client interaction.

This communication feature wins considerable praise from clients, with nearly 700 expressing their appreciation through reviews on the agency’s website.

One day, Oliver received a reply email from a client expressing his gratitude for "staying on top of things." The funny thing is that no employee at Connor Insurance Agency had emailed the customer—the message was automated through integration with AMS360 and Vertafore Client Communications.

"That's when you know you've hit gold. You've put no effort in, and yet the system works perfectly", says Oliver. The agency’s team got the credit for being a trusted adviser, and the client “was just happy to have timely communication."

Triumph through uncertainty

In the face of market uncertainty, triumph for the agency came in the form of dodging a considerable financial bullet. The agency was faced with a loss of a $50,000 carrier contingency bonus—a scenario Oliver Connor aptly described as a "blow that would have hurt." The loss was a threat to fiscal stability, and the scenario presented a real danger of derailing their progress.

However, in the face of adversity, the agency’s strategic tech stack made it possible to effectively bridge the financial gap. As Oliver recalls, they "didn’t feel the sting," an affirmation of the indispensable role of Vertafore in transforming a potentially crippling loss into a testament to the agency's financial resilience and the robustness of their chosen technology partner.

  

  

Ready to take the next step?
Contact us to learn more about how Vertafore can help you
reduce paperwork, improve efficiencies, and leverage automation.

Learn more     Contact Vertafore

gillman

Gillman Insurance Problem Solvers has been serving the metro Atlanta community since 1993. Their mission is to solve problems, focusing specifically on the insurance needs of their customers. The small commercial and personal lines agency has been a Best Practices Agency for six years running and landed themselves as a Best Practices Top Performer in their revenue size category in 2020.

Top Best Practices operating metrics for Gillman Insurance Problem Solvers

Metric Rank
Sales Velocity 90%+
Commercial P&C Organic Growth 90%+
Individual L/H/F Organic Growth 90%+
Net Revenue Organic Growth 90%+
Value Creation Calculation 90%+
Pro Forma EBITDA Margin 90%+
Pro Forma Revenue per Employee 90%+

Modernizing the Agency

Gillman Insurance Problem Solvers

Vertafore solutions

  • AMS360
  • InsurLink
  • Orange Partner Integrations
  • Vertafore Client Communications

Proven results

  • Achieved Big “I” Best Practices Top Performer in their revenue size category in 2020
  • Maintained over $200,000 in revenue per employee
  • Maintained retention rate in the 90th percentile of agencies

Gillman Insurance Problem Solvers is focused on improving their client digital experience and agency management. As such, they’ve partnered with Vertafore to foster client engagement and drive productivity.

AgencyOne workflow graphic

Gillman Insurance Problem Solvers attributes their success to their ability to grow using technology."

Founder and owner Ed Gillman says, “We’ve come close to doubling our revenue over a six-year period while only having to add one or two folks to the team. People are really important, and so is the environment, culture, and technology they use to do their job.”

Vertafore plays a critical role in Gillman Insurance Problem Solvers' ability to automate tasks, increase efficiency, and serve their customers with ease. “We believe that insurance is just something that most people want to check off of their to-do list,” Gillman says. “So, we make it easy, seamless, and relatively painless.”

Gillman Insurance Problem Solvers uses Vertafore’s AMS360 to provide top-notch service when it matters most. “The key is having AMS360 be able to communicate with our customers in an automated fashion,” Gillman says. “It allows us to spend less time re-keying data and more time thinking about how we can help service our clients or find new business.” Gillman believes not only are his customers better off, but his employees are more productive and happier in the office because of AMS360.

Innovative solutions for the modern agency

Insurance is evolving: The industry is quickly consolidating, client expectations are growing, and technology is creating new opportunities. The key is staying ahead to remain relevant and profitable. If you’re unsure how to move forward in this evolving landscape, Vertafore is here to be your partner and guide you through these changes.

Ed Gillman - Gillman Insurance Problem Solvers

“We’ve come close to doubling our revenue over a six-year period while only having to add one or two folks to the team. People are really important, and so is the environment, culture, and technology they use to do their job.”

Ed Gillman,
Problem Solver,
Gillman Insurance Problem Solvers 

 

On top of AMS360, Gillman Insurance Problem Solvers uses Vertafore Orange Partners that integrate with the management system to further enhance their business. Gillman points to Vertafore Client Communications, powered by ClientCircle, as one of his favorites for automating his marketing efforts. “The key is to be in front of the prospect or customer when they are ready and interested,” Gillman says. Vertafore Client Communications and AMS360 allow Gillman Insurance Problem Solvers to automatically reach out to customers and prospects at the ideal time to increase the chance of closing more business.

Gillman Insurance Problem Solvers also uses Vertafore’s InsurLink to impact the customer experience. InsurLink is a customer portal that allows the customer to service themselves, taking the workload off the CSR team and providing fast, reliable service every time. Gillman says, “When I think about how people like to do business, whether it’s with Amazon or their bank, they not only want it done, they want it done yesterday. They not only want it in a certain manner or format, they want options.”

Gillman Insurance Problem Solvers' customers can download their own auto ID cards, or quickly see their policies on their own. To Gillman, that’s a huge value in providing a seamless experience for his customers.

“The golden rule is he who has the gold, rules. And at the end of the day, the customer has the gold. You’ve got to be able to adapt and be flexible to serve them.”

This intense focus on the customer has resulted in Gillman Insurance Problem Solvers achieving a revenue per employee of over $200,000. On top of that, the agency has stellar retention rates that help drive even more revenue.

About the Best Practices Study

As a Best Practices Top Performer, Gillman Insurance Problem Solvers has retained its Best Practices status for six years running, becoming a part of an elite group of independent insurance agencies around the United States and earning the additional designation as the highest performing agency in its revenue category. This status comes by participating in the Independent Insurance Agents & Brokers of America (IIABA or Big “I”) Best Practices Study group. The annual survey and study of leading independent insurance agencies documents the business practices of the “best” agencies and urges others to adopt similar practices.

Since 1993, the Big “I” and Reagan Consulting, an Atlanta-based management consulting firm, have joined forces to study the country’s leading agencies in six revenue categories. The agencies comprising the study groups are selected every third year through a comprehensive nomination and qualifying process and awarded a “Best Practices Agency” designation. The agency was nominated by either an IIABA affiliated state associate or an insurance company and qualified based on its operational excellence.

The selected Best Practices agencies earn the Top Performer designation and retain their status during the three-year cycle by submitting extensive financial and operational data for review each year. This is the second year of the current three-year study cycle, where over 1,000 independent agencies throughout the U.S. were nominated to take part in the annual study in 2019, but only 264 agencies qualified for the honor. To be chosen as a Best Practices Agency, the agency had to be among the 35-45 top-performing agencies in one of six revenue categories.

Disclaimer: The results of this agency depend on a variety of factors and Vertafore makes no representation that the same results can be achieved through implementing the same or similar technology solutions.

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