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the customer understands his or her insurance program in sufficient and necessary detail. These assumptions are fraught with problems. Iroquois insurance group, an Insurance Group Network providing Insurance services (Iroquois services) through Independent insurance agencies nationwide with property, and liability products. Iroquois Group provides Independent insurance agents a Insurance Group Network of providers across the United States.

In most agencies, holding customers accountable seems to be one of the bigger frustrations. Have you ever thought or said "why is it always our fault when a customer has a loss that is not covered? They knew that they didn't have that coverage." For agents serious about minimizing the potential of their agency facing an E&O claim, achieving a high level of customer accountability is a great goal to strive for. To achieve this goal may require some hard work and some new initiatives. Documentation is a key but documentation is more than just words in the system. Any agency will be hard pressed to hold their customers accountable without a file that is well documented. However, documentation by itself will not get it done. Agents need to fully understand that when an E&O claim happens, the E&O carrier will look to secure the actual file in question (paper or electronic) to see what it looks like and what it contains. Solid documentation that is handled promptly, is accurate and professional will make the E&O carrier's job much easier. Conversely, a file with sketchy documentation could prove to be a problem in an E&O matter. Effective handling of client interactions is very important. Every day, customers are asking questions, modifying coverages, etc. The questions (and the answers provided) should be fully documented in the agency management system. In addition, requests to delete or decline coverage or to modify coverage in some manner should be documented as well. But documentation only in the system may not be enough. The agency should have a procedure for confirming / memorializing the discussion. Without this, mistakes can occur. Possibly, what the agency heard is not what the customer requested or possibly what the customer advised is not what they really meant. Let's take the scenario that the agency has provided a personal lines umbrella proposal and the customer calls to advise your agency that they are not going to purchase this coverage. W

Targeted Account Profile for Public and Private Institutions Iroquois insurance group, an Insurance Group Network providing Insurance services (Iroquois services) through Independent insurance agencies nationwide with property, and liability products. Iroquois Group provides Independent insurance agents a Insurance Group Network of providers across the United States.

Askins joins Iroquois in South Carolina Mark Askins, a Columbia, S.C. native with more than 20 years of experience in the insurance industry, has joined Iroquois South as a regional manager for South Carolina and western North Carolina. Askins spent more than 20 years with The Hartford, most recently as their Richmond, Va., branch manager. Although finishing his career with The Hartford in Virginia, Askins began it in Columbia, S.C., and he held auditing, underwriting, and management positions in their Charlotte Office. He graduated from Clemson University but is a Gamecock at heart. "Mark has worked for years with Iroquois in Virginia," said Iroquois South managing partner, David Ward "so he knows and appreciates our business model and the ways in which Iroquois adds value to our member agencies. When Mark announced that he was retiring from Hartford about the time our South Carolina Regional Manager announced he was leaving, I jumped at the chance to add Mark to our team." In addition to servicing existing member agencies in the Carolinas and enrolling new ones, Askins will lead a special initiative to further develop Iroquois' capabilities for Middle Market accounts. "Mark brings valuable expertise in the Middle Market arena," said Ward, "and we are excited that he can help our members write and retain more Middle Market accounts." Iroquois South is part of The Iroquois Group®, one of the oldest and largest networks of independent agencies, with more than 2,200 members in 41 states. Agencies of all sizes and shapes join Iroquois to increase revenue, profits and agency value. For more information, go online to www.iroquoisgroup.com

Top performing insurance agencies use benchmarks to drive continuous improvement in productivity, bottom line profitability and shareholder value. Benchmarks help them establish goals and hold people accountable for results. To read more, click on the link below.

Before completing a purchase transaction, it is important to confirm that the many statements the seller has made about the agency are reasonably true. If they are not, the tentative price and terms offered will need to be revised. Assuring that the seller's representations are true is accomplished through the Due Diligence process. Note - Iroquois® practices neither Accounting nor Law. The following is provided to facilitate discussions among member agents and their accounting and legal advisors. http://www.iroquoisgroup.com/content/acqchecklist

An operations review is a review of the processes, procedures, work flow and job design of your back shop. It is conducted through interviewing the CSRs/account managers and observing them as they perform various functions. Its purpose is to find specific opportunities for change that will lead to greater efficiency, service or production.

According to an IIABA Best Practices Study, regardless of agency size, the number one strategy for achieving organic growth is Cross Selling/Account Development. In this article we will discuss how to grow your agency through disciplined approaches to cross selling.

Many agency owners don't realize what a "gold mine" their personal lines business can be for them. The market is huge, with over $230 billion in premium recurring each year. The profit potential for agencies is also huge. Personal lines can be an agency's most profitable business segment because well trained customer service agents can service the accounts with little or no producer involvement.

Travelers wants Iroquois members to be on the forefront of capitalizing on this segment's potential. Select Accounts offers a variety of resources to help members break - or get deeper - into technology opportunities. They offer unique solutions to help members market themselves to technology businesses!