I am an early adopter of technology but for over a decade I couldn’t be convinced that my clients needed another app on their smartphones to reach their agents. I tried to keep an open mind however, I just didn’t find the top reasons for an app compelling.
I also have a FOMO (fear of missing out), and as any honest early adopter will admit, FOMO helps me keep an open mind which stems from FOBO (fear of better options). For instance, I would take a telemarketer’s call any day of the week, and after I’m on the call for more than 30 seconds they perceive my interest as a buying signal but I am simply hoping to learn about new software or insure-tech trend I should look into.
Well, enough about me. After two failed attempts to launch an agency app; an effort that began more than 10 years ago, it appears the customer’s voice is finally much louder in the post-pandemic world than ever before. I found that many of my customers now consider self-service capabilities a critical part of our Agency-Client relationship. I prefer the self-service option myself for many things that I experience digitally. I even recently completed a stop-payment of a check via my bank app so I guess I’m like my customers after all.
Although for now our agency app only serves our Personal lines customers who need access to their auto and home insurance policies, I am convinced it’s a step in the right direction and self-service capabilities for our commercial accounts via the app is right around the corner as confirmed by our TPA; Glovebox.
30 days post-launch, 8% of our Personal lines clients responded to an email invite from us to download the app. If you’d asked me, I would have never guessed 2% would give it a thought. So I’m glad I caved. FOMO led me in the right direction as usual.
Through our agency app, many tasks can be easily accomplished: retrieve auto ID cards and policy documents, self-service policies without having to call or email the agency, quick access to your agency from your iPhone, Android, or agency website, and even the ability to link other insurance policies that are not with our agency, giving you one convenient location for all of your policies.
My greatest takeaway is how much having an app is a win for my team and our clients at the same time. Thank You Glovebox, I can’t wait to see what benefits the next iteration of the app will bring to my clients. You have made me a believer.
Written by Emmanuel I. Osuyah, MBA, CIC, LUTCF, TRS
Principal @ Alpha Direct Agency