INDIUM: Personal Lines Playbook

INDIUM PERSONAL LINES PLAYBOOK

PERSONAL LINES ISN’T GOING ANYWHERE

Tackle the toughest opponents, overcome a hard market, and create raving fans.

TRAINING TO BE THE BEST

“Luck is what happens when preparation meets opportunity.” For the next two days, we’ll dig into what the very best are doing to improve their customer journey, efficiency, and margin.

DIGGING A MOAT

10:00

09:00 UTILIZING BUSINESS AUTOMATION

12:00

LUNCH SPONSORED BY HAWKSOFT

01:00

THE CUSTOMER IS (NOT) ALWAYS RIGHT

04:00

INNOVATION & INTEGRATIONS

12:00

TAILGATE AT THE O ON LANE

01:40

SKULL SESSION *OPTIONAL*

02:45

HEAD TO THE STADIUM

04:00

OSU KICK-OFF

CONTENTS & AGENDA

ADDRESSED MARKET

Historically, Indium provided market access, heavily focused on commercial lines. This remains a core competency of our business, but we also acknowledge the need to serve our members and their communities more holistically.

Census Bureau data confirmed that new business applications in 2022 exceeded pre-pandemic levels by 42%, with over 5 million new business created. Many of these solopreneurs will operate out of their homes. As new businesses expand beyond solopreneurship, agencies will still be faced with many first time business owners - unfamiliar with insurance complexities. The colliding of personal and professional life, home and office, means that personal insurance has never been so intertwined into commercial at a time when our markets continue to harden.

Indium’s continued success is focused on creating a network of growth-minded agencies. It becomes increasingly important that we’re identifying and confronting these challenges alongside our agencies by bringing in specialists across operations, finance, marketing and sales, and carrier markets to help identify the best in class processes for agency growth and profitability. Going up market into commercial is a known challenge, going down market into personal does not come without its own unique obstacles that we look forward to concurring with our agencies.

INDIUM, CEO

MAP & DAILY VENUES

Friday, at The Fig Room 17 Brickel St, Columbus, OH 43215

You can find recommended parking here

Saturday, at The O on Lane 352 W Lane Ave, Columbus, OH 43201

You can find recommended parking here

Our tickets are in 9A. You’ll enter on the Northwest corner of The Shoe, and need to enter with the Indium team or have your ticket transferred to your Ticketmaster account.

DIGGING A MOAT

As personal lines experiences rate increases across all lines, it’s all the more important to differentiate yourself with complimentary products and advisory positioning. Becoming irreplaceable by digging a moat beyond price is the key to retaining high value customers through a hard market.

When you think of milestone events in someone’s life, you’ll frequently reflect on birthdays, engagements and weddings, or a first home. Hopefully, clients during these times aren’t intimidated by the new risks but can focus on the excitement.

As their insurance agent, it’s our responsibility and opportunity to build a stronger relationship to protect their home, health, and happiness.

Customers are not prepared for a surprise expense, with only 40% able to afford $400. Mitigating this while adjusting deductibles can feel impossible without the right tools. Deploying ancillary components of risk management can make all the difference to the relationship, retention, and ROI.

PROTECTING VALUES AND EMOTIONS

Digipraise was created by the jewelry valuation experts at Gemcor, a company that has valued jewelry claims for the insurance industry since 1981. They saw that the one thing that disadvantaged owners most was a poorly written or out-of-date appraisal. So they designed a patented process where jewelry owners can easily update their appraisals in a manner that is affordable, convenient and trusted. They are on a mission to help jewelry owners protect values and emotions.

Digipraise is a patented appraisal update service that combines technology and human expertise. Digipraise is the modern solution to the outdated and inconvenient appraisal process. Our platform allows users to effortlessly update their appraisals from their mobile phones. With just a few easy steps, users can seamlessly request and receive accurate valuation updates for their precious jewelry items saving time, money and the hassle of in-person visits.

UTILIZING BUSINESS AUTOMATION

Casey Nelson Founder & CEO, Stakwise

Emerging Trends

Lost client recycling

Renewal questionnaires

Document intake

Service efficiency

After hours workflows

Enhanced Client Onboarding

The ideal independent tech stack has continued to evolve, while each individual tool has expanded their offerings and core competencies.

When partnering with agencies, we look at their Agency Management System, Client Relationship Manager, Scheduling Tool, Form Builder, E-Signature and Website as the best place to start improving process and connectivity.

ONBOARDING

Creating an effective client onboarding is one of the first things you must get right. First impressions, Cross-selling, E&O Protection all start as soon as a customer is sold.

Positioning your agency as professionals instead of order takers can quell chaos, overcome burn out on your team, and improve the customer relationship

SMARTFORMS

Creating and dispersing these across your staff, referral partners, and insured allow you to have a tailored but consistent process when taking in data. From there, everyone’s on the same page and cane move forward with clear expectations.

RECYCLING

“No, thanks” is a common thing we hear from leads and customers alike. Having a process built and being able to identify if those steps are being executed can make a huge impact in your opportunity conversion and your staff’s confidence.

05 CONNECTIVITY

All of these initiatives are well and good, but become most valuable when you can connect your customer journey smoothly for the insured and from a data management perspective for your team. Double entry means things are bound to fall through the cracks.

THE CUSTOMER IS ALWAYS RIGHT NOT

TAKEAWAYS

Communication best practices deployed by leading agencies to set realistic customer expectations Tangible visuals that provide ideas for how to use your existing technology solutions

Jason Walker President, Agency Revolution

You’re inundated with sales and service requests in this hard market. Personal Lines is a major culprit of the consumer heartache.

While PL customers are leading with the right questions, you are the only source who can condition their conclusions. We will discuss exceptional agencies and results they’re achieving through a balanced dose of human + digital automation and

A customer sentiment measurement plan to never lose sight of what matters most to the people you protect

a prescribe the PL playbook for ensuring your customers are ALWAYS right.

insurance experience) starts at around $60,000/year.

StakWise will do more for you agency and costs 90% less. It really can be this easy. Simply visit www.stakwise.com to complete your agency information form and schedule you onboarding call.

Done-For-You Business Automation

We create custom workflow automations with the software and data you're already using.

StakWise is perfect for insurance agencies that need help managing their technology and increasing their capacity for new business. Hiring a full-time technology manager (most likely without

Casey Nelson Founder & CEO StakWise

Exciting updates in HawkSoft 6;

Accessible Anywhereimproves the productivity and connectivity for a remote staff or disaster recovery

Enhanced Data Securitywe realize cyber security and client safety continues to be at the forefront of concern

80% of vendors do the same things, so what’s the 20% that matters and informs HawkSoft’s innovation?

No Contracts

PL, CL, and Life

Privately Owned Active Roadmap

18 years Retention

Focus on Efficiency

98% Satisfaction Rate

97% First-call Resolution

Agencies of all types and sizes choose HawkSoft because we are able to scale with them by providing core features they can rely on and partnered platforms they can trust and customize. I N N O V A T I O N S & I N T E G R A T I O N S 13PERSONAL LINES PLAYBOOK

Scalability for Large Data Sets - our partner integrations and speed matter. With unlimited online storage and more expansion space, we excel

HUG (HawkSoft User Group), helps connect and collaborate, give further access to HawkSoft’s development team, and influences innovation.

Our own Kelly Endicott (John Dawson Assocs., of Columbus, Ohio) serves as the President, and Rob Bowen (Patriotic Insurance Group, of Chester, New York) as a Board Member.

I N D I U M M E M B E R S

MILESTONES &LAUNCHES

With 5 of 6 Milestones competed, the accompanying Phase Launches include agencies.

Each agency requires data migration, resource planning, training, and support. Migration will be done in groups based on complexity of utilization.

All of this is foundational to the expansion of HawkSoft’s Partner API. Indium and HawkSoft partners include some of the familiar logos below;

ADDRESS: 60 Collegeview Rd Westerville, OH 43081