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string-talkWhile insurers need to do a better job involving their producers in strategic and operational decisions, such communication must be a two-way street, with agents and brokers keeping their partners in the loop about where they stand.

This point came up during a webinar yesterday hosted by Deloitte, which examined the results and the implications of the “Producer Satisfaction Survey” the firm conducted last year, in partnership with National Underwriter.

If you recall, when we first published the results of the survey on Nov. 9, 2009 (see http://bit.ly/3FqjhO and http://bit.ly/4Ar6d7) I quoted the movie “Cool Hand Luke” and opined that “what we have here is a failure to communicate.”

The survey found that while carriers tend to consult more frequently with their bigger producers than with smaller ones, even top producers rarely were “often” in the loop about initiatives in key areas such as marketing or claims. (See my editorial, “Can We Talk?” at http://bit.ly/aro2er).

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