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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

Over the years, many agents have asked Iroquois staff to help them screen a candidate that would be an asset to the agency. To help our members with the critical hiring process, Iroquois worked with George Nordhaus to implement the Iroquois Hiring System (IHS). At the core of IHS is a hiring assessment system that combines personality assessment testing with knowledge assessment testing. It provides guidance on the interview process, resume checking and even the forms that a prospect should complete to apply for a position with your agency. http://www.iroquoisgroup.com/content/iroquois-hiring-system

Insurance Management Solutions (IMS) by Xanatek -a powerful, innovative and affordable system that offers comprehensive insurance agency management, document imaging capabilities, ACORD, Real Time, carrier downloads for policy and commission, and so much more! http://www.iroquoisgroup.com/content/agency-management-system-ims-xanatek

Human Resources and Training: Insurance Hiring System

This article shows Credit card frauds have alarmingly risen with the incorporation on online transaction systems.

The Iroquois Group has long working relationships with many other companies that work in the insurance industry, companies that offer services such as agency management systems, publicity and financing, to name a few. Iroquois members are afforded certain discounts or advantages with many of those companies.

Are you looking for a user-friendly platform to quote multiple small commercial products? If so, Dovetail is your solution. Dovetail is one stop shopping for: Access to multiple A rated, small commercial products from one online system with no minimum volume requirement for an appointment; BOPs (including markets with coastal appetites), Commercial Auto, and Workers' Compensation; Bindable online quotes; A full commission offering for all lines of coverage paid direct to your agency AND you receive Iroquois PartnerPlan® credit For the full details of Dovetail's offering, please review the Dovetail Factsheet (below) If you are ready to start quoting with Dovetail, please complete the Dovetail submission packet (below).

Iroquois adds Agency Revolution as preferred vendor partner The Iroquois Group® has added Agency Revolution as a preferred vendor for marketing automation for their member agencies. "We're committed to support the growth and profitability of our member agencies," said David Ward, Managing Partner of The Iroquois Group. "We all know the insurance consumer has changed, and we think Agency Revolution's latest marketing automation software can help our agencies bridge the gap with today's consumer." Michael Jans, Founder and CEO of Agency Revolution said, "The Iroquois Group is one of the great insurance organizations in the United States today. We're honored to be selected by them and thrilled to be working with their member agencies." Agency Revolution's latest platform, AR Connect™, is designed to automate communications with clients/prospects and streamline internal workflows, while helping the agency engage with their customers. It integrates with most industry management systems, such as AMS360, Applied TAM, QQ Catalyst, Hawksoft and more. Their software has been awarded the esteemed 5 Star Best of the Best Award by Insurance Business America. About The Iroquois Group: The Iroquois Group® is one of the oldest and largest networks of independent agencies, with more than 2,200 members in 41 states. Members of all sizes join Iroquois for assistance in increasing their revenue, profits and agency value. About Agency Revolution: Agency Revolution is the leading provider of marketing automation and communications technology for independent agents and brokers in the US and Canada. For 20 years, AR has leveraged its expertise in marketing, insurance, and technology to help today's Independent Agent AUTOMATE, ENGAGE, and GROW their agencies. Agency Revolution 888.208.9239 grow@agencyrevolution.com www.agencyrevolution.com David Ward The Iroquois Group 843-568-5543 dward@iroquoisgroup.com

Business owners take all possible steps to ensure customer satisfaction. One of the most successful and recommended strategies in this regard is to begin with a virtual receptionist service. This service brings in extra representatives for a business and eases the lives of the customers. When the customers have questions or queries to be answered or any problems to be solved, they try to reach the authoritative body telephonically and it is not uncommon for them for not having to been able to do so. This is where the need for virtual receptionists comes in. Virtual receptionists are basically persons who work for the customer support but do not work from the office or any specified location.

In recent years, annuity insurance plans are becoming much popular among young investors. NPL or national pension System is among those investment options investors are badly going after. These plans have emerged as an additional option for those who want to secure their retirement life by receiving a consistent income in the later years of life.

Every agent knows how difficult it is these days to effectively brand their agency, afford the high cost of advertising, and stay ahead of the technology curve. Iroquois recommends that our members look into AgenciesOnline (AO). AO provides website creation services and combines marketing, communications and technology into a single platform at an affordable price.