KALEIDOSCOPE Podcast EP 06: COVID Impact on Service Delivery & Relationships

On this episode of Kaleidoscope we welcome guests, Lisa Teel, Assistant Vice President of Agency Operations, and Brandon Marshall, Senior Vice President of Agency Operations and Marketing at Encova Insurance. Encova is a super-regional carrier ranked in the top 20 mutual insurance companies in the United States and includes more than 1,200 associates writing in 28 states and the District of Columbia.

Listen In…

“Carriers and agencies alike are adapting, and they are adapting very quickly. Carriers are offering new and expanded coverages based on changes in the industry, the pandemic, and more. Agents are moving away from the traditional type of engagement with their clients and looking at other ways to engage. I think that is working. A lot of agents have shared that 2020 and 2021 have been two of their most successful years in writing new business. So, something is working, and I think these changes are good for the industry.” – Lisa Teel

“There’s efficiency to be gained through the pandemic. Those carriers, agents, and brokers who blend efficiency with virtual engagements but don’t lose sight on personal interactions are going to be the ones who excel. At the end of the day, those that excel are going to apply flexibility in the way they conduct business, and they are going to be disciplined in delivering expected results, all while nurturing partnerships and maintaining a positive outlook. And let’s face it, part of our job as insurance professionals is to recognize risks, clearly demonstrate the positive outcomes we are driving for the client and how we are eliminating those risks and protecting their future.” – Brandon Marshall

In this episode we discuss:

  • Why carriers must reimagine how they engage with their distribution force
  • The impact the pandemic has had on delivery of service and relationships
  • Aligning stakeholder needs, goals, and objectives to ensure positive outcomes for all
  • Challenges and opportunities when breaking ground in a new state and how to avoid commoditization

Connect with today’s guest Lisa Teel

Connect with today’s guest Brandon Marshall

Connect with Kaleidoscope co-host Frank Pennachio

Connect with Kaleidoscope co-host Susan Toussaint

This episode was brought to you by……

ReSource Pro’s Growth Solutions practice, a consulting and training organizations for insurance industry professionals. Our business objective is to provide agencies and carriers with the necessary technical and sales insights to elevate sales conversations, compete more effectively, and grow organically.

Connect, Learn, Share

Thank you for joining us on this week’s episode of Kaleidoscope. For more resources, visit the Growth Solutions website, or reach out to Susan Toussaint at susan@resourcepro.com. Subscribe on your preferred podcast platform so you never miss an episode. Love what you’re learning? Review the Kaleidoscope Podcast and share your favorite episodes with friends and colleagues!