The Value of Data During Difficult Conversations

Todd Gaucker

“I need a new case manager, this just isn’t working out”— how many times as a BGA has this topic, or some iteration of it, come up in your organization? Probably too many times to even think about. The typical course of action is to prepare for a somewhat tenuous dialogue with the case manager in question- dig through case notes, collect statements, make assumptions to piece the puzzle together. It’s possible you’ve thought about adding “P.I.” to your title.

What if there was a way to replace this sleuthing with concrete information to help make an informed decision on your course of action? The key lies within the data of your agency. Certainly, at the end of the day, some tact is still required on your part. But your data can help provide you with a solid foundation to smoothly initiate what otherwise might be viewed as a challenging conversation. That’s where InsureSight comes in.

By taking a look at scorecards—InsureSight’s means of quickly evaluating an individual against the average—you can discover some direction towards your end path, and view these both from a case manager and an agent perspective:

You can check up on how many cases the manager has in comparison to average, what their cycle time looks like, and what their placement ratio is. Similar information is also present for the agent. This insight can shed light on a possible training issue, an opportunity to improve performance, or perhaps the chance to make a better pairing of agent and case manager.

Let’s take a look at another potentially heavy conversation: the carrier meeting. Similar to how you can utilize scorecards in the agent/case manager scenario, InsureSight also provides carrier scorecards.

The data provided here represents not only a fast way to start strategizing together, but also a time savings of epic proportions. Definitely beats hours upon hours of prep work!

Perhaps even more impactful is the Carrier Performance view. This is particularly useful to see how your agency is performing relative to all the other agencies dealing with a specific carrier.

You may discover that despite achieving well above average placement ratios for a significant caseload, your cycle time is lacking. InsureSight has shouldered the burden of starting a chat where you want to convey you’re underappreciated or under-resourced.

Difficult conversations are inevitable, but numbers can provide the power to have the discussion.