o Do they have references to demonstrate how well they worked with other agents?

o What kind of certifications do they have on security issues? This issue is becoming more important for agents and brokers as they move forward with their technology.

o What kind of agency management systems and software have they worked with?

A consultant can be very tech savvy, but if they have never worked in an insurance agency or brokerage firm, it can handicap them. This is especially true when it comes to issues of workflow in the agency. If they don't have that background and experience, it can be a serious handicap. A consultant who has worked in an agency is more likely to have insight into and understanding of issues facing insurance agencies than someone who has never worked in the environment.

One reason agents and brokers may have a bad experience with a consultant is that there is not a good match from the beginning. Consultants are not generalists. They know what they know, and they know it well, but they don't do everything. There is a real need to make sure that what the agency is looking for matches the consultant's expertise. An agency that is looking for a turnkey solution and gets a consultant who doesn't do turnkey solutions may risk failure. The consultant may be very good at what he or she does, but if it is not clear what the expectations are and what they can deliver, it can be a disaster.

Ultimately, the question is: What does it take to get a good match? Insurance experience and practical, hands-on engagement in technology are key when looking at a technology consultant.

Additional information on questions agents and brokers should ask to help improve their technology tools can be found at www.independentagent.com.

Answers were supplied by Jeff Yates, executive director of the Agent's Council of Technology, and ACT Chairman Ed Higgins, principal of Thousand Island Agency in Clayton, N.Y.

Reproduced from National Underwriter Edition, June 11, 2004. Copyright 2004 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.