October 28, 2021

Elevating the Agent Experience

WRITTEN BY

Colby Allen

Customer Experience Analyst
GOALS OF THIS GUIDE

At LWCC we are constantly looking for ways to improve how we do business with our agent partners and serve our policyholders. Since implementing our Voice of the Customer program, we’ve taken your insights and have shaped our systems and procedures to make working with us easier. Here is a summary of some of the improvements we have made over the last couple of years.

Voice of the Agent

Starting at the end of 2019 we made a huge effort to gather your feedback. Then in 2021 we elevated this project to continuously capture ongoing feedback. As an agent, you receive a relationship survey from us each year that we ask your evaluation of how we are performing, your experience with our employees, and your experience with our systems. These are all personally read by our Customer Experience department and used to influence internal projects to make working with LWCC easier. Be sure to complete this when you receive it to let us know how we are doing and share ideas on how to improve our partnership.

We’ve improved many aspects of online agent resources

Through our Voice of the Agent research, you shared a host of things that could be improved in our online resources, mainly CompZone and Interactive.

An easy one was updating our web applications to be more friendly with newer web browsers, eliminating the need to use compatibility mode or older internet browsers. Sticking with the theme of web navigation, we also improved several of the search functions to be easier to use by changing the character requirements or how items are displayed.

For quoting there were small changes you requested we could implement that would help streamline app navigation, such as adjusting clearance rules and providing an easier communication channel to request resolution for any open items.

Better quote proposals and documentation

You asked and we delivered. Now you have the policyholder’s dividend history displayed on the renewal proposal for quick reference of their dividends over time, which is substantial for many longtime policyholders.

The other renewal proposal enhancement is ensuring that the needed endorsements are clearly reflected from year to year, reducing the need to clarify endorsements after a policy has been issued.  

In addition to better proposals, we have also expanded the availability to include many other document types you need to service your policyholder in our Policy Documents section of Interactive.

We’ve made your policyholder’s experience better

Offering resources to help your policyholders is also a way we can assist in your servicing needs. Early in 2021 we launched our Policyholder Welcome Emails to give them a roadmap on all things LWCC. This includes how to sign up for Interactive, a guide to engage with safety services, and how to be prepared when needing to file a claim.

Parallel to our Voice of the Agent, we also offer the Voice of the Policyholder program to have open feedback channels so we can go beyond just listening and truly empathize with their needs. Understanding out customer’s needs and expectations is the key to being a true business partner.

These are just a few of the items our IT, Project Office, and Operations teams have worked diligently to ensure that LWCC is the best that we can be for you. Don’t worry, there are many more great things to come!  

We want to hear from you!

Have specific questions? Want to learn more? Or even want to offer your opinion and thoughts on LWCC? Feel free to send an email to our Customer Experience department at customer.experience@lwcc.com.

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EVENT DETAILS

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