Insurance workload distribution challenges can sometimes come out of nowhere. Things are going along, and then bam… we are all backlogged. Now, in some instances, it’s situational (example: the stomach flu runs through your office), and sometimes it’s predictable. We believe at Agency Performance Partners that agency leadership’s job is to identify and predict problems and find solutions. Some workload issues are very predictable.
In our Agency Efficiency Program, we analyze insurance workload distribution and make recommendations on how to create a smooth-sailing environment. One of the key drivers of maintaining a good work environment is managing the workload and workflow.
Strategy #1: Contingency Plans
Too many insurance agencies wing it when challenges arise. However, while most situations in an agency may not be predictable or preventable, they are routine. What do I mean by that? There are a handful of issues you will face every year or every few years. Top agencies have what we call an emergency plan. When the issue comes up, they are ready to ride at dawn—where the competition is scrambling to figure out what to do.
Here are some contingency plans you need to have in place:
- Office problems (electricity, wifi, inability to work at the office)
- Short staffed (illness, termination, someone leaves)
- Claims event (a natural disaster that forces everyone to be in claims)
- Leadership challenges (a leader who has to deal with a personal matter)
- Team medical challenges (a team member who has to deal with a personal matter)
- Carrier pulling out of the market
- Forced rewrites to other paper from a carrier
- Book roll
You need to identify a plan! If it happens, then you dust off the plan and get to town. It’s very hard to think strategically when you are in the middle of everything.
Strategy #2: Seasonality
In our Agency Efficiency Program, we study book seasonality to identify when there is a productive season and a slow season. It’s not always crazy! However, what we know in advance, we can prepare for in advance. Too many agencies don’t know their numbers, so they aren’t prepared for a season with heavier renewals. You can find this by reviewing your expiration report (be careful of 6-month policies — you can only look at 6 months at a time).
Here are some strategies you can adjust for in more productive seasons:
- Staff up 3 months in advance hire new people, VAs, or move roles
- Cross train
- Create a time-off/vacation plan for that time that works
- Modify agency standards during that time
- Limit any necessary meetings or projects
- Have a plan to provide stress relief for your team
Your team desperately wants a plan during the productive season. Be ready and give them one. If you need help, consider our Agency Efficiency Program.
Strategy #3: Book Distribution
Insurance workload distribution can also start with how books are assigned. Some agencies choose a round-robin method, where everyone picks up and helps whoever calls. Some agencies choose to assign books. We recommend both models. There is no one right way or wrong way.
If you assign books, you need to monitor them. We find that far too often your agency’s most loyal team members have the biggest burden. As time goes on, their book grows, and it becomes very unbalanced. We recommend that you annually review the book sizes and make updates. It’s essential to have a plan each year to keep things even and equal. You can do a few things to redistribute the book. You may want to take the bottom 10% and give them to a newer person or even change the alpha split. What I would not do is ask the account manager. Often, this process can be a bit emotional—it’s hard to choose. Instead, make it clear and factual, make the update, and reorganize the book!
Conclusion
Balancing workload distribution is essential for maintaining a productive and positive work environment in insurance agencies. By implementing contingency plans for predictable challenges, preparing for book seasonality, and regularly reviewing book assignments, agencies can create a smoother workflow and reduce stress on their teams.
Proactive planning ensures your team feels supported, efficient, and ready to tackle both routine and unexpected challenges. Remember, success comes from strategy, not scrambling. Whether it’s reassigning books, adjusting for busy seasons, or having an emergency plan in place, taking control of workload distribution helps agencies thrive.
As we like to say, “A prepared team is a productive team.” Let’s start planning for smooth sailing ahead!
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