By Gail Straus, director of research, MCM Research

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

Seven main takeaways surfaced from this study that can help agents build stronger business partnerships with underwriters and ultimately grow more profitable books of business for themselves.

To find out more, read on.

age

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 ages 45 to 54, while the majority of agents, 29 percent, are ages 55 to 64) and more often female (59 percent of underwriters) than their agent counterparts (42 percent).

gender

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

2. Understand what your underwriter wants.

Underwriters essentially serve two bosses—the carriers who employ them and the agents who bring in business. Carriers reward their 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; agents who will bring in the sort of business that allows all parties to flourish.

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

3. Ask good questions of customers and underwriters before submitting an account for proposal.

Time is money for everybody involved. Submitting a good, clean and straightforward request goes a long way to helping the underwriter look at an account once and get the best proposal possible back to the agent—quickly. Yet, our survey findings showed disagreement between underwriters and agents as to whether submissions are typically straightforward and complete (see chart above).

workday

4. Have reasonable expectations.

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

As one respondent said, “Technology has made the expectation that everything should be handled immediately and that is unrealistic.”

5. Don't chase needless “no's.”

Agents have a good idea what each of their carriers want to write and what their pricing will be. When an agent submits a request, knowing it is out of the carrier's appetite, it can only put the underwriter in the difficult position of having to spend needless time to return a “no” and effects overall turnaround times for other submissions, too.

6. Make it easy for underwriters to respond.

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

7. Build strong relationships over time.

In light of this research, the best advice is to go back to square one: the relationship. Given the dynamic differences between agents and underwriters, committing yourself to building long-term relationships and avoiding short-term assumptions is vital to your continued success. Don't assume the underwriter thinks going out for a round of golf sounds fun. Don't assume the underwriter will see all your business as good business. Don't say that everything is “urgent.”

But at the same time, don't underestimate the value of a strong partnership with an underwriter. Take the time to understand their world and be willing go help support their goals and they will go out of their way to support yours. In the end, it can be profitable for everybody.

Special Reports /

Agents and Underwriters: 7 Easy Ways to Create a More Profitable Relationship

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