3 ways to reduce E&O exposure with Bridge

One day you’re opening the mail, and there it is — a summons to appear in civil court. Your day (and possibly your year) is basically ruined.  Every agency owner’s nightmare is an Errors and Omissions (E&O) claim.  Even if the claim settles out of court and your E&O insurance covers the cost, getting sued is a frustrating and humiliating experience. Unfortunately, your work as an insurance agent puts you right in the line of fire.

Many E&O claims come down to a simple matter of communication. Have you ever had a client say that you never told him such and such and then had to spend hours trying to prove that you actually did? If you can’t prove it, you lose.

That’s why Bridge is much more powerful than a simple phone system. Bridge combines all your communication channels in one place where they can be easily managed, organized, and saved to your management system.  Imagine having everything from phone calls to Facebook Messenger to texting to video calls all in one place. Bridge can totally save the day if a summons ever shows up in your mailbox.

Let’s take a quick look at three other ways Bridge can reduce your E&O exposure and even prevent the problems in the first place.

1. Communicate & document

While attending a marriage seminar on communication, David and his wife listen to the instructor declare, “It is essential that husbands and wives know the things that are important to each other.”  He addresses the man, “Can you describe your wife’s favorite flower?” David leans over, touches his wife’s arm gently, and whispers, “Pillsbury All-Purpose, isn’t it?”

Unfortunately, as insurance agents many of us are as clueless as David.  We think we know what our insureds want, but we may not be doing as well as we think we are. To be a successful agent you not only need to be an expert in insurance coverages, you must also know how to communicate well with your insureds.  Poor communication is the root cause of many E&O claims.

Bridge has so many convenient ways to communicate. There’s no excuse not to do it well — and in the ways most preferred by your insureds — and then to document it.

With Bridge you can

  1. Call, text (SMS & MMS), chat, screen share, video call, fax, file share, conference call, use Facebook Messenger, and broadcast messages.
  2. Document all your communications with insureds, co-workers, carriers, etc. Pick and choose what you want to transfer to your management system.
  3. Record phone calls (record-all option and record-on-demand during call)
  4. Save / search chats
  5. Save /search texts
  6. Send/receive/upload/download/save images and files
  7. Record conference calls
  8. Record video calls
  9. Send large files and confirm receipt. Save the receipt into your management system.

2. Train employees

It is said that 80 % of E&O lawsuits name producers, licensed CSRs, or agents/account managers. Therefore, owners can greatly reduce their E&O risk by providing adequate training and supervision for employees. Owners must know what is going on in the agency and who is saying and doing what. Fortunately, Bridge empowers you to do just that with the following tools:

Advanced Call Center:  Just like in a fancy call center, you can see who is on the phone with whom, listen in on phone calls, and coach in whisper mode. You can also barge into a call if necessary.

Interoffice Chat: Reduce inbox clutter and communicate instantly with co-workers with Bridge’s Chat Plus feature. Chatting provides a quick and easy way to coach and train, especially when you have multiple offices or remote workers. Employees can reach out to you in seconds, even while they are on a phone call.

Emulate User Mode: Set permissions to allow yourself and others access to the communications of anyone or specific people in your agency.  View chats, text messages, call history, voicemail, shared files, etc. Listen to call recordings. You will train more effectively when you know what is really going on in your agency.

3. Supervise employees

To reduce your E&O risk, you must go beyond training and actively supervise your employees. Bridge’s Time Clock Pro allows you to not only track employees’ time but also view their screenshots. There is nothing for you to install, and your remote or local employees can stop the screenshot monitoring themselves simply by clocking out. View the reports online using your computer or tablet, and then send the time clock information to your payroll system. You will be able to see exactly what your employees have worked on, how much time and money was spent on each task, and what was on their computer monitors. Know for certain that you are paying for actual work, not for time spent on social media or shopping, and that your employees aren’t setting you up for an E&O claim.

By easily knowing what your employees are doing and saying, you’ll be in the best position to avoid an E&O issue.  For about a dollar a day, you can have the peace of mind you deserve.

Onward and Upward!

Adam Kotter

President / CEO / Co-Founder

The Kotter Group