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Chapter 2 – It’s a Pandemic. What’s Next? | Blew, Caldwell, Masiello

able to continue the essential policy and financial processes for their agency, including

the downloading of policies and commissions from the carriers. Fax systems may be

added to the AMS to allow for remote access to faxing if needed by some clients.

 Electronic Signature: Agents who had been using an electronic signature program with

their clients were ready to go. The use of the program will prove critical to completion of

various transactions as the pandemic causes many offices to close abruptly. Electronic

signature will also be necessary to maintain new business production during the closures.

 Virtual Banking & Payroll: Agents should transition their banking relationship to

online banking, including the ability to pay bills and accept commissions electronically

(ACH). Having the ability to electronically deposit client checks into an escrow account

and pay the carriers electronically is very important. Payroll should be managed through

an online payroll service that includes all required tax filings and payments. Time

keeping systems for agents who pay staff hourly can be transitioned to online, computer-

based systems.

 Phones: Many of the agents we interviewed have switched to VOIP phone systems that

enable their staff to take their office phone home with them when the office is closed.

The process should be seamless to the client. Agents should review their phone

capabilities with their staff and train them how to communicate with each other, as well

as how to process client calls. They should also review how to forward client calls to

service centers.

 Communication: Agents should post contact information on their websites and their

mobile apps to let their clients and prospects know that the physical office is closed but

that the staff is available by the regular phone, email, and fax systems. Most agents have

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