Second, wherever possible, convert information to digital formats. Decide which documents to retain, scan them and save them to the most logical location. Those used by everyone in the agency should be placed on the file server for easy access. Likewise, make sure that any information regarding client contacts, new business, claims, renewals, etc. is readily available in the agency management system.

Such simple steps may help agency staff find time to complete annual coverage reviews-for every policy, for every client. Does that sound like an impossible dream? Let's go back to the E&O seminar. The person who raised his hand in response to the question about coverage reviews works in our agency. We have conducted annual risk-management reviews for every policy for over 15 years. We consider it part of the minimum service a client should expect. It also can become part of an agency's branding strategy because it identifies quantifiable added value. On several occasions, when clients experienced losses for which they had no coverage, we averted potential E&O claims by proving we had recommended the appropriate coverage and the client had declined it.

For years, the Reagan & Associates Best Practices study has indicated that top-performing agencies effectively use technology. When we're able to recommend improved coverage to clients and they accept it, we improve the return on our technology investment, thereby creating more funds to re-invest in technology or other agency resources. The better we do today, the more we can do in the future! With about 35% of the national personal-lines market share, independent agents have a tremendous potential for growth, especially if they create distinctive value. So think about your technology implementation as an important E&O loss-prevention tool, as well as a sales tool. If we use technology to create value for our customers, the term “Trusted Choice” will become not only a slogan, but a brand conveying real value to clients of independent agencies.