The softer market seems to be a topic of daily conversation. One hopes the softening will not result in the drastic under-pricing that occurred in the '90s and that instead everyone will benefit from a more moderate cycle. Be that as it may, premiums are headed down, carrier appetites are growing, and guidelines are slackening. Consequently, agents have better opportunities for placing standard business and for getting reduced pricing on surplus-lines business.

Instead of derisive laughter, agents are now hearing “maybe” from underwriters to which they send their higher-risk submissions, and “yes” on accounts that were heavily scrutinized or declined last year. Underwriters are making more phone calls and visits to CSRs. They're looking for opportunities to develop relationships with them, since they are the people responsible for marketing accounts at most agencies.

Experienced CSRs recognize the change in underwriting stance and are looking for ways to exploit it. CSRs are contacting their underwriters more because they know other agencies will be aggressively marketing, too. Relationships are being developed–both personally and professionally–between CSRs and underwriters, which should lead to improved agency results. CSRs submit business to underwriters they like, and underwriters call their favorite CSRs whenever appetites change or just to see “what's on their desk.” The question then is, how can CSRs improve their current relationships with underwriters and develop new ones? The answer is communication, recreation and consideration.