Summer 2004

Internet Quoting Numbers Soar!
By John Davenport

In June, we quoted over 177 percent more accounts online than our previous nine-month online average. The big reason for the sudden increase: our recent enhancements to our Internet Quoting system.

"I think the biggest benefit is the improved customer response time," said Cindy Perez, a customer service representative at Time Insurance Agency in Austin. "We all know that customers don’t like to wait. They don’t understand why they have to wait so long for a quote. When we use Internet Quoting, we’re able to provide fast and efficient service. That’s a big plus in actually getting the business."

Cindy was responsible for the 1,000th Internet Quoting submission we received after our system upgrades. We celebrated by treating her and her co-workers to breakfast.

"Time Insurance Agency just embraces the technology," said Texas Mutual^® marketing representative Pamela Rose. "They’ve been extremely complimentary of our system, and Cindy is a great example of an associate that is willing to go the extra mile for her clients."

Rose introduced Internet Quoting to Time Insurance about a year ago. After the demonstration, Perez was one of their first CSRs to put the training to use.

"When I first tried Internet Quoting, I was a little uneasy. I got a quote so fast that I had to call the 800 number to confirm I did everything right," said Perez. "It was just so easy, as easy as completing an app."

Internet Quoting has grown into an excellent online tool for agents and their customer service representatives. Since the enhancements, we’ve seen a 176 percent increase in premium quoted online, and a 65 percent increase in online submissions (compared to the previous nine-month average).

"The Internet Quoting system is really user-friendly," said Perez. "We’re spending less time waiting for a quote, and we have the opportunity to write more business and service our accounts. It’s a great plus all around."

Internet Quoting handles over 57 percent of available class codes, places qualifying accounts into our interim payroll reporting system, accepts incidental longshore accounts, and accepts the most commonly used electronic attachments. It also allows agents to submit accounts that have no prior workers’ compensation coverage, including new-in-business and non-subscriber accounts.

"Texas Mutual is the only online quoting that I do," said Perez. "It’s fast and easy. The little pop-up windows make sure you give a complete answer, and the system makes sure you’ve got everything right."

Perez was quick to note that she also appreciates the non-technological aspects of Texas Mutual Insurance Company.

"The staff at Texas Mutual is always friendly, always informative. The people at your 1-800 number are awesome," she said. "They’re always in a good mood, always so pleasant. When you call Texas Mutual, you can be sure that there will always be a friendly and helpful voice on the other end."

Customer service has always been a mainstay of Texas Mutual Insurance Company. Enhancements to our online services make our business transactions with our customers more efficient, which in turn help improve our overall customer service.

"If I could send a message to other CSRs, I would say: If you’re not utilizing the Internet Quoting system now, you should. It will help make you more productive. Qualifying is even easier now with more class codes and less clicks needed to complete the online app. You can’t go wrong."

Logon, and experience the speed and efficiency of Internet Quoting. Watch for news of more enhancements throughout the year as we continue to expand the Internet Quoting system’s abilities to meet agents’ growing needs.

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