Every new feature or functionality we create comes either from a direct request by one of our users or it is something we thought would bring value to the agents. Either way, we always consult with our subscribers if a particular feature would be of value to them. We take their thoughts and recommendations; we discuss their views on what should be included in that particular feature. The Loss Runs tool project, started in a very similar way. During a conversation with one of our subscribers, I heard him complaining that obtaining the Loss Runs from a prospect who is looking for commercial quotes is particularly challenging. The agent explained that more often than not the insureds do not know how to obtain them on their own. However, the insurance carriers only provide the loss runs to the insured or the incumbent agent. The agent I was speaking to explained that when he asks the prospect to obtain its loss runs, the prospect ends up calling its current agency requesting them. The current agent will do everything possible not to let that customer escape and thus dragging its feet on providing the loss runs to the insured. The agent I was speaking to said that it would be of great benefit to him if we can create a tool that can assist him in obtaining the loss runs.
This is how the idea of adding a loss runs obtaining tool to our agency management system was born. The need was obvious. No such tool exists and we needed to build it from scratch. First we sat down and created the task. We assigned a project manager to the task and then dedicated a couple of programmers who will be working on creating it. We researched how this process is currently performed. Who requests the loss runs, how are loss runs requested, who is providing them, where are these loss runs going to. Then we started throwing ideas around on how to automate the process. We established a few main points in the project of creating the loss runs tool. We needed to create a very long list of all carriers and MGAs in the US and Canada. The list ended up very long, about 6,000 of them. Then we started searching, calling and figuring out the fax numbers, for each one of those carriers, dedicated to their loss runs department. The next thing we needed to do is automate the process. The biggest obstacle agents were having is the fact that the insured personally has to request the loss runs. We created a tool where the agent can select the carrier, and then select the prospect, create the loss runs letter from a prewritten form we provide and send it via email to the prospect for approval. The prospect can simply look at the loss runs letter the agent has created and simply click on a button, within the email, indicating his approval. Our system immediately receives the approval from the prospect and automatically faxes the loss runs request letter to the carrier or MGA.
This is how we create all of our features. We always listen to the end user. We then sit down and create a plan for executing the subscriber's demands. We create a project and assign members of our development team who will be responsible for the execution of our plan.
Loss Runs is one of the many features and functionalities specifically designed and created by and for insurance agents.
