By Gail Straus, director of research, MCM Research

The working relationship between agents and underwriters iscentral to what makes selling and binding insurance happen. Wewanted to learn more about this complex and symbiotic relationship,so in fourth-quarter 2012, we surveyed 171 agents, brokers andunderwriters to do just that.

Read related: “EnterpriseUndewriting: Reduce, Reuse, Recycle.”

Seven main takeaways surfaced from this study that can helpagents build stronger business partnerships with underwriters andultimately grow more profitable books of business forthemselves.

To find out more, read on.

1. Understand who you're working with.

The demographics of agents and underwriters are very different.Underwriters tend to be younger (the majority, 38 percent, are ages45 to 54, while the majority of agents, 29 percent, are ages 55 to64) and more often female (59 percent of underwriters) than theiragent counterparts (42 percent).

Typical workdays are quite different for them, too. Underwritersare tied to their desks most days, while agents are out and about.This means agents may have to tread carefully in deciding howpersonal to make their working relationship with theirunderwriters. “Happy hours” might be awkward, given the age andgender divide. Golf outings might be hard based on theunderwriter's work duties. However, an occasional business lunchmight just do the trick.

2. Understand what your underwriter wants.

Underwriters essentially serve two bosses—the carriers whoemploy them and the agents who bring in business. Carriers rewardtheir underwriters for writing good policies in good volume.Underwriters want to work with agents who help them achieve this.They need agents who understand what good risks look like; agentswho will bring in the sort of business that allows all parties toflourish.

Once underwriters are confident that the agent is looking outfor them, they are more likely to go out on a limb and write apolicy that's a little less cut and dry if it will help maintainthis profitable relationship.

Read related: “Top10 Changes Carriers Must Make to Improve AgencyRelationships.”

3. Ask good questions of customers andunderwriters before submitting an account forproposal.

Time is money for everybody involved. Submitting a good, cleanand straightforward request goes a long way to helping theunderwriter look at an account once and get the best proposalpossible back to the agent—quickly. Yet, our survey findings showeddisagreement between underwriters and agents as to whethersubmissions are typically straightforward and complete (see chartabove).

4. Have reasonable expectations.

In our survey, underwriters reported that they rarely cleartheir desks in a day. Agents' submissions are important to them,but underwriters are likely to have many requests—all of which areurgent to the respective agent. Have reasonable expectations ofresponsiveness and don't ask for quick turnarounds when they arenot necessary.

As one respondent said, “Technology has made the expectationthat everything should be handled immediately and that isunrealistic.”

5. Don't chase needless“no's.”

Agents have a good idea what each of their carriers want towrite and what their pricing will be. When an agent submits arequest, knowing it is out of the carrier's appetite, it can onlyput the underwriter in the difficult position of having to spendneedless time to return a “no” and effects overall turnaround timesfor other submissions, too.

6. Make it easy for underwritersto respond.

Agents want underwriters to be responsive. The underwriters wesurveyed truly care about this need. Agents can help make thishappen. The big things are to provide the right information upfront and to be available when you say you will. Agents are busy,but these two details can make a big difference in getting what youneed when you need it.

7. Build strong relationships overtime.

In light of this research, the best advice is to go back tosquare one: the relationship. Given the dynamic differences betweenagents and underwriters, committing yourself to building long-termrelationships and avoiding short-term assumptions is vital to yourcontinued success. Don't assume the underwriter thinks going outfor a round of golf sounds fun. Don't assume the underwriter willsee all your business as good business. Don't say that everythingis “urgent.”

But at the same time, don't underestimate the value of a strongpartnership with an underwriter. Take the time to understand theirworld and be willing go help support their goals and they will goout of their way to support yours. In the end, it can be profitablefor everybody.