Page 16 - COVID-Proof-Your-Agency

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

the ability to send blast email communications to their clients announcing changes to the

office operations. They are also able to share information about the pandemic with clients

and communicate carrier announcements. Agencies should develop ad hoc

communications plans which include staff, clients and insurance carriers to keep

everyone informed about planned changes and progress. Many agencies began using

Zoom™ and similar systems to communicate face to face. Agencies also use tools like

Slack™ or Microsoft Teams™ to conduct video phone calls, hold meetings, share

calendars, and operate group text chats to keep communications flowing. A side benefit

reported from this pivot to video communications was a high degree of staff morale.

 Social Media: Many of the agents we spoke to have invested in a social media

communication strategy. They are able to maintain a presence in the various social media

outlets including Facebook, LinkedIn, and Instagram. This is proving to be critical that

these agencies have a strong relationship with a digital-based social media

communication vendor.

 Cyber Liability: Agents must have cyber liability insurance policies for their agency. It

is very important for the agents to review the policy language as it pertains to staff

working remotely. Cyber liability coverage does not replace the need for strong

encryptions and data security protocols but is a necessary risk mitigation strategy.

 Producers: Most agents we interviewed have established their virtual position early and

rapidly. As things evolve, they are prepared to easily respond and pivot their focus to

their clients and especially to small business owners. They recommend that agencies

implement the following activities:

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