WORKING AT A RESTAURANT BROUGHT HIM TO THE INSURANCE INDUSTRY:  While working at a restaurant, Andrew Atkinson met an insurance agent, who was his manager’s husband. Andrew noticed that the insurance agent had a flexible work schedule and was happy when he visited the restaurant. The agent felt Andrew would be a great fit in the insurance industry and made the introductions at a large agency. Andrew was recruited to work at Insurica seven months later. He has worked for Insurica since 2008 and is now the managing partner. He is grateful he met that agent and is “forever in his debt.” 

HOW MANY OFFICES DOES INSURICA HAVE? Insurica has twenty-nine to thirty offices, and it has been coast-to-coast since opening an office in Florida. It is headquartered in Oklahoma City and is largely comprised of already existing agencies. Its Phoenix office focuses on the construction industry, such as general contractors and subcontractors.

WORKER’S COMPENSATION IS A VERY COMPLEX LINE OF BUSINESS: While each line of business, such as general liability, property, and auto, has complexities, worker’s compensation is unique because every claim involves a person and their perspective. There are times when their perspective of events does not match the employer’s perspective, which can cause friction from the very start of the claim and permeate throughout the life of the claim. To add to the complexity further, several additional parties are involved, such as adjusters, doctors, nurses, and attorneys. Each party involved has statutes and deadlines that must be adhered to. Finding an amicable solution for all parties while complying with state statutes can be challenging. 

THE KEY INGREDIENTS FOR A SUCCESSFUL AGENCY/CARRIER RELATIONSHIP: Agencies must align themselves with carriers that “speak the same language.” Constant communication with agents and insureds is vital to a successful relationship. Explaining the “why” behind claim decisions helps cement strong relationships. Having empathy for all parties involved is essential. It is important to listen to the customer’s concerns and address them. Do a deep dive into their concerns and utilize resources to address them. Do not be dismissive, and state, “It is what it is,” when customers are frustrated. There may be statutes or rulings from the courts that dictate the outcomes of certain claims, but having tough conversations and listening makes a difference.

THE COVID PANDEMIC CHANGED HOW WE COMMUNICATE: Before COVID, agents would meet with carriers, get together for lunch, and get to know each other. Since COVID, communication changed to online meetings, phone calls, and emails. This new normal did not weaken relationships; it strengthened them. The parties involved made it a priority to keep in communication. Some of the strongest relationships that Andrew has are with claims teams that he has not yet met in person. 

STOP FOCUSING ON THE RENEWAL DATE; FOCUS ON THE SUCCESSES THROUGHOUT THE YEAR:  Claims will still occur even with the best safety prevention practices. When carriers utilize their resources and have proactive claim-handling philosophies, the outcomes of the claims are impacted. When an agent sees how the carrier was the difference-maker in the outcomes, the renewals will happen.