Operations Optimization for MGAs
Managing general agents (MGAs) operate in high-velocity environments where speed to bind, data accuracy, and producer responsiveness directly influence growth and profitability. In this model, incomplete or inconsistent information at intake creates outsized downstream consequences—wasted time, frustrated staff, delayed revenue, and strained broker relationships. Insurance operations optimization addresses these challenges by standardizing workflows, reducing rework, and aligning operational processes with how MGAs actually do business.
When Missing Information Becomes a Growth Constraint
This challenge was evident for a large U.S.-based MGA/wholesaler with a strong presence across the Southeast and Northeast and annual revenue exceeding $33 million. Despite a healthy submission pipeline, nearly 80% of bind requests arrived with missing or incomplete information. Teams spent a disproportionate amount of time chasing details that should have been provided upfront, diverting attention away from quoting, binding, and developing new business.
The impact extended well beyond inefficiency. Follow-up delays limited staff capacity to pursue new opportunities and weakened responsiveness to existing clients. Even when missing details were eventually obtained, the lag often introduced additional complications. Updated effective dates could trigger premium changes, forcing producers to re-explain pricing and coverage at a critical decision point—undermining confidence and slowing the path to bind.
Recognizing a Systemic Issue, Not a Performance Problem
Leadership recognized that the issue was systemic rather than individual performance–related. Employees were working hard, but the operating model allowed incomplete submissions to move too far into the process. Without clear standards and controls at intake, rework was inevitable.
To resolve the issue sustainably, the MGA partnered with ReSource Pro and its Operations Advisory team. The objective was clear: eliminate avoidable follow-ups, standardize expectations across stakeholders, and reduce processing time—without adding headcount or sacrificing service quality.
Standardizing Intake to Stop Rework at the Source
The engagement focused first on standardization. Working collaboratively across U.S. offices, the Advisory team defined exactly what information was required to quote, bind, and issue policies. These requirements were not treated as guidelines, but as mandatory criteria.
Once defined, the requirements were embedded directly into the MGA’s systems. Submissions missing required data could no longer advance in the workflow. This “gatekeeping” approach ensured completeness at the point of intake rather than allowing issues to surface downstream, where they were far more costly to resolve.
Aligning People and Partners Around Clear Expectations
Standardization extended beyond technology. The new requirements were communicated clearly and consistently across internal teams, brokers, and agents. Detailed checklists outlined exactly what was needed for applications and bind requests, removing ambiguity and creating a shared understanding of expectations.
This transparency reduced friction with producers by eliminating guesswork. Rather than receiving repeated follow-ups, brokers knew upfront what was required to move quickly. Over time, submission quality improved as expectations became part of routine business practice.
Streamlining Follow-Ups That Could Not Be Eliminated
While standardization eliminated most avoidable follow-ups, some were still necessary. To handle these efficiently, ReSource Pro helped the MGA implement prewritten email templates designed specifically for missing-information requests. Staff no longer needed to draft emails from scratch. Instead, they customized key details and delivered consistent, professional communication.
The Advisory team also established standards governing when follow-ups should occur and how frequently they should be repeated. This prevented unnecessary repetition, reduced inbox fatigue for clients, and created a more predictable, respectful customer experience.
Measurable Gains in Efficiency and Revenue Potential
The results were substantial and measurable. On average, the MGA eliminated two follow-ups per account, freeing a significant amount of staff time. Written follow-ups declined sharply, contributing to an approximately 12% reduction in annual processing time and related expenses.
From a revenue perspective, the impact was equally compelling. By accelerating binds, improving producer responsiveness, and reducing stalled opportunities, ReSource Pro estimated that the reduction in processing time translated into more than an 11% increase in potential gross revenue. Faster, cleaner workflows directly supported growth without increasing operational risk.
Improved Employee and Producer Experience
Beyond the metrics, the optimization effort delivered meaningful qualitative benefits. Employees experienced less frustration and greater clarity around expectations. Instead of constantly reacting to missing information, teams could focus on high-value work that advanced accounts and strengthened relationships.
Producers and clients benefited as well. With fewer delays and clearer requirements, the binding process became more predictable and professional. Confidence increased across the distribution network, reinforcing trust at critical decision points.
Small Process Fixes, Outsized Results
This case study highlights a core principle of insurance operations optimization: small, targeted process changes can unlock outsized results when they address root causes. By eliminating missing information at the start of the workflow, MGAs can reduce rework, protect margins, and accelerate growth—without hiring more staff or increasing complexity.
For MGAs facing bind delays, excessive follow-ups, and wasted effort, operations optimization provides a proven path forward. With disciplined standardization, clear communication, and the right advisory support, organizations can turn operational clarity into a lasting competitive advantage.
