Insurance Bartender - Prepare Your Agency for the Future

“Coming together is a beginning. Staying together is progress, and Working together is success” – Henry Ford During this time, COVID-19 is creating many obstacles for businesses across the country. Whether it requires small businesses to close their doors for the time being or large corporations to activate their disaster response plan, the consequences are creating road bumps for everyone. Governor Evers issued a “Safer at Home” order on March 24th and the OCI has released a variety of recommendations and requirements for insurers. Independent agents are deemed as “essential businesses” (as of the time of this writing) and for the time being, allowed to stay open. However, agencies are encouraged to use their discretion in determining essential functions for essential employees. For example, an agency may determine it is appropriate to close to walk-in visitors, while remaining open for business, and available to consumers through calls and e-mail. Subsequently, non-essential staff with the capabilities to work remote are directed to work from home. The IIAW addressed the issue early by introducing a COVID-19 Online Resource Center (www.iiaw.com/coronavirus), and began sending out “text alerts” when new information is announced or updated online. The team continues to create new resources to assist our members with their operations. It’s critical to stay up-to-date with information and be agile in the changing environment. As you continue to work during the pandemic, here are some resources and considerations for your agency as you implement new policies. IIAW’s COVID-19 Resource Center On www.iiaw.com/coronavirus, you will find IIAW’s COVID-19 Resource Center. Here you will find all of the resources your agency will need to stay educated on the topic and tools you can implement in your agency. The page includes 4 different sections: Communicating to Customers, Agency Considerations for Employees, General Information and Webinars. The page is updated daily to provide our members with the latest news and resources, some of which can be shared with your clients. If you haven’t already, join our text alerts by texting “IIAW” to (833) 384- 0094. You will receive a text alerting you to when important information is announced and uploaded to our resource center. Virtual Learning (CE) The IIAW also offers a variety of continuing education classes online. Almost daily, there is a new CE class presented via webinar for agents to stay up to date on their CE credits. You may have employees working from home and unable to work at full-capacity or one of your employee’s license renewal is coming up. This is a great time to allow them to complete all their continuing education credits. Our online CE classes are conducted by professional instructors and accessible on any computer. Don’t let your license expire, take an online CE class with the IIAW! Go to www.iiaw.com/OnlineCECourseCalendar to view all of the available online CE courses. Remote Access Does your staff have the capability to connect and work remotely? Do they have or can they be provided with a computer at home? Do they have internet access from home? If they can get online, can they access work files? This would be the time to check the “cloud access” of your programs (Ex. AMS), server and files with your IT professional. If you need other options for remote access, consider programs like Logmein, Gotomypc, Remotepc, Teamviewer and others. Need phone access as well? If your agency does not have a VOIP system, it may be difficult to set up call forwarding and other features. Host My Calls are a solution worth exploring. The staff at the IIAW all have remote workstations, a VOIP phone system in place and VPN’s setup on their computers to access work files not stored in the Agency Management System or Association Management System.

Agency Management Systems (AMS) Hopefully your agency management system has a cloud option, app or other online/remote interface (perhaps a VPN connection) that allows staff to enter and retrieve data. If not, this will likely be a vital question for your remote work plan. If your agency doesn’t possess these capabilities, you should develop a system where information is shared with one key contact at your agency who can enter the data. Use an Excel form or other template (Google Sheets is a free online option) that promotes standardization so that there aren’t lapses or E&O exposures created. Then review the data when everyone returns to work. The staff at the IIAW has their AMS and Association Management systems on the cloud. Conferencing To continue having meetings and discussions with your staff, it will be important to set up conference calls, video chats, etc. There are free resources out there like Skype, Google Hangouts, Lifesize and Zoom. Some require downloads of software and may have limits, but your agency can investigate which one may be the best fit. iPhones and Android phones allow “Add Call” as an option for small group conferencing– just select it from your screen (assuming your phone’s service provider allows it). Other options may be conference call services like UberConference or using a free trial from a service like GoToMeeting or Join.Me. The staff at the IIAW uses GoToMeeting. Collaboration Have projects that your team needs to work together on in a shared format? Programs like Slack, Microsoft Teams, Basecamp, Asana and others can give you a platform to communicate, work on files, update project statuses and pool resources. Facebook even has a solution called Workplace. The staff at the IIAW uses Slack. Client Tools Your clients will have new access needs as well. Look at the offerings made available by your carriers for client portals apps and other tools. Consider programs like DocuSign for digital signature, ePayPolicy for online payments and other programs that allow remote ease of doing business. The IIAW uses DocuSign and ePayPolicy. Promote Routines Try to provide some structure to the group as they learn this new environment. Schedule conference calls for your staff, encourage daily team meetings, have video happy hours, virtual lunches or other social options like virtual games. Suggest people create a specific workspace at home and develop a workday routine. Encourage Strict Cyber Security Measures On top of everything else, cyber security is an even greater concern in times like this. When possible, encourage your staff to use a secure wi-fi connection or set up the security on their home’s internet if they haven’t already. Ask them to be extra vigilant on opening emails and links. Have them confirm any unusual requests like wire transfers or monetary transactions they receive by phone with their supervisor. (Refer to this month’s “Risky Business” article to learn more about Social Engineering) Be a Resource Do what you do best during times of hardship for your clients – be a resource. Try to provide useful information on business continuity, how to apply for government assistance programs, help promote initiatives to support your community and show the power of small business. One platform to consider using to help spread your message and market you and your agency is SoapBox. Please reach out to the IIAW if you need further assistance and have any questions regarding the transition. Remember that www.iiaw.com/ coronavirus will continue to be updated with the most recent news and resources for you to use at your agency. Source: Brian Hunter of the Insurors of “Remote Work Resources for Your Agency” article