The agent of the future

As the world changes, so do personal insurance needs. These changes also affect the work of those who help in navigating those needs. Digital advancements and environmental factors—among others— incite independent agents to adapt in many ways, from implementing tech updates to focusing on long-term growth. That resilience is an ongoing reminder of how agents can be great allies for customers in understanding the facets of today’s complex times—and how to move forward.

Evolution has been a consistent part of the agency experience for Denise Koslowsky, Director of Personal Insurance for Advocate Brokerage. She references severe weather events as raising awareness for the need for insurance like flood cover. Rose Dionisio, President of Personal Lines for HUB Private Client, agrees. According to her, agents everywhere are continuing to address needs stemming from weather events that are happening more frequently than ever before. Dionisio said:

“Today, we can no longer simply obtain quotes and get policies issued. We are consistently coming up with creative solutions, everywhere in the country.”

That level of personalization requires frequent client communication, which often centers on education. “We’re focused on educating our clients in what is happening in the world of insurance, because right now, we’re in a very difficult market,” says Koslowsky. “We’re always trying to strengthen our client’s position within the insurance company they’re with, discussing topics like why it’s important to have all of your coverage products with one company, and the nuances of excess and surplus (E&S) lines insurance.”

Technological Advances

Technology is a critical aspect of the learning process, and agents are becoming increasingly aware of the need for up-to-date software capabilities to facilitate ease of business for clients. “Now, we are connecting with our clients via webinars, phone conferences, and text messages—while still ensuring opportunities to meet face-to-face,” says Dionisio, who notes that resourcing support helps automate certain processes, too, such as the practice of reviewing client accounts.

Those digital advancements streamline processes and provide flexibility in servicing customers. As mentioned, agents can always give in-person advice, but for clients who are on the go, telecommunication is important. Agents also like to recommend providers who offer mobile interfaces, apps, and platforms that allow customers to manage their policies, file claims, and receive support at any time they see fit. This improves accessibility and convenience for the customer. Cybersecurity is also a top concern for agents. With the increased reliance on digital solutions, robust cyber security measures are crucial to protect sensitive data and maintain customer trust. These advancements not only streamline operations but also enhance customer experience, allowing agents to offer their customers more personalized, efficient, and secure services.

Growth Opportunities

In addition to their focus on adopting new technologies and changing with the times both Dionisio’s and Koslowsky’s agencies have also found the chance to grow via the expansion of market presence, diversification of product offerings, and innovations through acquisitions, and the chance to educate their clients on the E&S market.

“While it’s been a challenge, it’s also been an opportunity to ask our teams to navigate these complex risks and to get creative in understanding when a risk might need to incorporate commercial coverages with personal lines to meet client needs,” she says.

“It’s all been one more way we hope to continue to adapt to the market dynamics to drive sustainable growth.”

Koslowsky also notes the importance of working with insurance carriers she and her team can trust. “When we write a policy with a Berkley company like Berkley One and the claim occurs, I can help the client because I know Berkley,” she says. “Another company I have no relationship with doesn’t work with me in the same way, they don’t care about me the way Berkley does—and that has an impact on the client.”

It’s the opportunities to care for clients that continue to propel Dionisio in this field, as well.

“We turn on the news, and it feels like severe weather events occur with more frequency across the country —our response as agents is to work with our clients to protect not just their assets, but their families, too,” she says. “We are in the world of helping—it’s what we do.”

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Berkley One is a Berkley Company and a provider of customizable insurance solutions for modern families. We can help you protect the things you love. Learn more about our insurance offerings—including solutions for homes, condos, rentals, autos including collector vehicles, liability, fine art, jewelry, collectibles, recreational marine and more here.