Have you ever wondered how you can get your underwriter to quoteyour accounts more quickly?

What about getting a rush endorsement processed when aclient needs a copy of it to get paid for a job?

Many times, these types of requests come down to therelationship you've developed with your underwriter. If you have agood relationship, you are able to quote more accounts for yourclients/prospects, and it puts you in a better position to winbusiness than your competitors.

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However, if you're on your underwriter's “naughty” list, thengood luck getting an account quoted quickly. Sometimes it may feellike other agents are jumping you on their priority list, and youwonder why. It is likely that you have consistently acted in a waythat is causing you to lose with your underwriter.

At the end of the day, underwriters are people just like youtrying to write business and make a good living for their family.If working with you pulls time away from production (and you arepushy along the way) then you can expect the waiting game.

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Keep reading for ways that you can WIN with your underwriter byestablishing a rapport and building trust. Hopefully, this willlead to shorter turnaround times on your quotes and more promptcommunication from your underwriter.

In business, when you are kind, colleaguesoften go out of their way to show you kindness in return. (Photo:iStock)

No. 7: Be kind.

After working with agents across multiple states, I can say thatI've spoken with just about every type of agent, from local captiveagents who may write one commercial policy a year to largeindependent agents that have an eight figure book of business withmy company. Most of them were enjoyable to work with becausethey were kind.

These are the agents for whom I would drop what I'm doing tohelp them with a request. I would put their submissions at the topof my To Do list. I would go out of my way to make sure they havewhat they need to be successful with their clients and prospects.What causes this reaction? They are kind. When they call in with arequest, they don't treat me like their 4^th or5^th option on a deal. I feel like I'm their first choice(even though I may not be). They ask me about my family. Theirvoice has a caring undertone. I'm viewed as a resource. They trulywant to understand a coverage option or learn about how to go aboutadding an endorsement so they can explain it clearly to theirclient. I don't cringe when I see their number pop up on caller IDbecause I know they are going to speak calmly, professionally, andtreat me with respect. They approach our interactions withkindness.

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Underwriters ask questions for a reason. For fewerquestions, provide them with more details. (Photo: iStock)

No. 6: Provide detailed answers.

When most underwriters request additional information on anaccount, they are doing it for two reasons: to meet a procedurerequirement from their internal guidelines, or to justify theirrationale for the price they are using.

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One of the biggest peeves underwriters have is the lack ofdetails provided on an open ended question regarding an account.I'll share a scenario that highlights this.

An agent submitted an account that was a strong performer forfour out of their past five years. However, the client had a largeloss in the current term and was given an increase by the incumbentcarrier, causing them to send it to market. This was a new businessaccount to me. The agent wanted me to price the account as close toexpiring as I could. I was onboard with this approach as it was astrong account overall and seemed like it was worth the risk. However, to get to the price hewanted, I had to refer the account, as it was outside myunderwriting authority. I had all the information that was“required” to provide a quote such as the application, loss runs,e-mod, etc. But I knew that my management team would wantinformation on their safety program.

I reached out to the agent and asked, “Can you provide somedetails on the account's safety program?”

I received an email back that said, “Yes, they have a safetyprogram in place.”

Wow, those details are just jumping off the page aren't they? SoI picked up the phone and walked the agent through why a client conversation was necessary to get theright information and documentation for my file.

This can be a deal killer for underwriters! Lack of detailedinformation can tie our hands from getting agents the pricing theyneed or even keep us from being able to provide a quote. Want toget the best pricing available from your underwriter? Providedetailed answers to their questions. The more information we haveprovided to us, the more ammunition we have to justify our pricingdecisions.

Most underwriters work with a good number of agencies, eachwith a number of producers and account managers trying to writebusiness. (Photo: iStock)

No. 5: Be respectful of time.

Contrary to popular belief, unless a carrier has a very uniquebusiness model, you are not the only agency we handle.

Most underwriters work with a good number of agencies, each with a numberof producers and account managers trying to write business, getendorsements processed, and answer their client's questions. Atypical underwriter gets a number of emails and phone calls, and isrequired at times to visit with agents. This should not be anearthshattering revelation to most agents.

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Nonetheless, some agents have unrealistic expectations of theirunderwriter's turnaround time.

Here's an example of a typical underwriter-agentconversation:

One of my agents gives me a call and says: “Scott, where ismy quote on ABC Company? I submitted it and am wondering where itis.”

I take a look at my system and reply: “I see it here in myqueue. You submitted it yesterday at 5:15 p.m., correct?”

He responds: “Yes. Now it's 10 a.m. I'm just wondering whatthe holdup is?”

Again, I must remind him that while I strive to provide great service, I do have other accountsthat were submitted previously that I must take an action on. Whilethis will be an unpopular statement to hear, not every account is a“rush” for your underwriter.

Not every issue you run into as an agent is going toimmediately top the list of priorities for your underwriters.(Photo: iStock)

No. 4: Choose your battles.

While most underwriters can quickly work on a small task for anindividual agent, you must be selective in asking for a speedyturnaround. Sometimes a situation is outside of your control, andyou just need to clearly communicate it to your underwriter to seeif together you can come to a solution.

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Consider this common scenario: A prospect you've been calling onfor the past few months (or years) calls you when they arefrustrated with their situation and wants you to make a move daysbefore their renewal date.

As an underwriter, we are all trying to write new business. Mostunderwriters have a new business goal they have to achieve eachyear that affects their performance. If there's a way I can achievethat early in the year by moving some of my other tasks around tomake room for writing a new piece of business, I'm going to do it.This situation is one I run into frequently and am almost alwaysable to handle for my agents. As long as agents are being truthful,this doesn't happen all the time. My agents are honest with me,provide the information I need timely, and the quote is usuallyturned around quickly. The situation above can be a win-win for allsides.

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Most clients would like to see some but not all of theiroptions year in and year out. (Photo: iStock)

No. 3: Be selective.

When working with standard products, there are a number ofdifferent options for placing business. Most agents have access tomany of these markets. A frustrating thing underwriters deal withis agents who market their accounts to every carrier they haveaccess to each year regardless of competition.

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I'm not talking about an agent who has been asked specificallyby their client to go to market and present all available options.I believe that happens rarely as most clients would like to see some options(especially if the coverage language differs by carrier) but notALL available options.

Experienced underwriters do not need practice quoting the sameaccount for five years when it's stayed with the incumbent everyyear. I work with a number of agents who are very good at knowingthe market and knowing their carriers. It is enjoyable to work withthem because I know that almost every time I will quote a newbusiness account, they've already downsized the players in thegame.

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As previously mentioned, there are many different tasksunderwriters deal with daily. If I've seen the same account for 3years and we've quoted competitively each year without success, Iam probably not going to put that at the top of my priority list.In contrast, if I get a phone call from an agent stating that theinsured isn't happy with their current carrier and they want to getquotes from other markets, and my agent tells me I'm going upagainst one or two other options, I can tell that they've alreadypaired down some of their markets. I know that I'll have a higherchance of being successful versus knowing that I'm just one of manythat quote on an account every year.

In today's information age, there is an expectation ofimmediate responsiveness. (Photo: iStock)

No. 2: Respond promptly.

Your clients expect you to be available at all hours to assistthem with their insurance needs. So most agents expect the samefrom their underwriters. I've heard from many agents who becomefrustrated with underwriters because they 'never answer thephone.'

Underwriters feel the same way about agents who are difficult toreach!

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If we are working on an account that has any complexity to it,there will likely need to be at least one conversation via phone oremail. There have been many times in which I've gotten an urgentcall from an agent asking me to quote an account for them as soonas possible. Once I take a look at the account, there's likelygoing to be a follow-up question or two, especially if the personentering the submission was in a hurry. There are likely one or twopieces of additional information I'll need to quote it. What isextremely frustrating is when the agent requests a rush and then Ican't get a hold of them for questions.

If you can be as responsive to your underwriter as you likely areto your clients, that will be a big win with your underwriter.Your underwriter will have confidence that you're available todiscuss any details, and will likely get your quote turned aroundmore quickly.

Being responsive will encourage your underwriter to reciprocate,and build trust in your relationship.

Dropping your underwriter's supervisor an email and lettingthat person know that you appreciate a job well done will go a longway. (Photo: iStock)

No. 1: Show your appreciation.

Taking the time to do this with your underwriters could be themost effective way to win with them. This could be as simpleas dropping an underwriter a personal email to say thanks for theirwork on an account.

Another big action item that also goes a long way is providingpositive feedback to your underwriter's management team.

Many carriers offer some system of “kudos” or internal awardsthat may not be made public to reward their underwriters. If youreally want to show your appreciation, nominate your underwriterfor an industry award that recognizes them in front of their peers.Not all underwriters will appreciate the attention but all willappreciate the gesture.

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