The Future of Agent-Carrier Relationships Lies in Self-Service: Interactions for Progress


A few years ago a large career focused life client, was seeking to expand their business and bring on agents in a training capacity and move them up a sales ladder. In this development approach to grow and maintain a sales force, the producers gradually proved themselves, became eligible to sell more products, and were assigned a larger territory. The focus of onboarding was no longer appointing; rather, it became managing the process over months of coaching, training, and certification. To accomplish this, the process needed to be driven using the end goal that the producer’s contract, product authority, and geography/types of channels stated, rather than starting the process with an administrative focus on an appointment request. This was the advent of Automated Agent Administration 3.0 focused on the sales relationship. That is, a company hires a sales agent to sell certain products and report to certain managers, focusing on this generation of applications. So, to start this process, two compound questions need to be asked:

1.       “What products and in what states do we want this producer (Agency) to sell?”

2.        2. To whom and through which channels do you want this agent to report (maybe multiples resulting in particular contract(s), schedule(s), and hierarchy(s))?”

The answers to these questions drive a dynamic process for the agent to be properly trained, credentialed, and provisioned in the right systems. These basic questions are relevant to external agency/broker channels as well, in which case, the agent must take responsibility to follow up.

The agents can take responsibility by using Self-Service Portal to:

  • View progress on requirements and receive alerts using a dashboard
  • Upload requested documents
  • Renew licenses
  • Change licenses
  • Request a new contract
  • Request a new appointment
  • Change their payment options
  • Sign up for a class

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