Is remote work affecting how brokers serve clients?
Is remote work affecting how brokers serve clients? | Insurance Business Canada
Insurance News
Is remote work affecting how brokers serve clients?
How to bridge the gap
Insurance News
By
Nicole Panteloucos
As businesses worldwide navigate the post-pandemic landscape, the debate over remote work continues to intensify. A recent survey revealed that nearly three in four Amazon employees are considering resignation following the company’s return-to-office mandate. This finding highlights a growing preference for flexible work arrangements across industries – and the insurance sector is no exception.
While concerns about remote employees being less productive persist, some brokerages have discovered that the shift to remote work hasn’t hindered service at all; instead, it has sharpened it.
“Working remotely hasn’t affected how I support clients or how I continue to learn and grow within our industry,” said Brody Johnston (pictured left), account manager at Mitch Insurance. “What I think it has done is sparked a drive to fine-tune processes and find new efficiencies as the industry becomes more tech-driven, helping me to better meet clients’ expectations for personal and immediate interactions.”
Flexibility and work-life balance: a ‘game-changer’
For Johnston and his colleagues, one of the most profound changes remote work has brought is an improved work-life balance. “Working fully remote has been a game-changer,” Johnston said. “It gives teams flexibility above anything else. You’re no longer confined to an office, which gives you the freedom to work where and how it suits you best, so you can deliver the best service possible. I also think it goes without saying, but I don’t think anyone misses the morning commute.”
Johnston’s observations align with a well-known principle: happy employees lead to happy customers. This connection can yield substantial returns for employers, as research indicates that content employees are 20% more productive.
Another key benefit of a remote work culture is the opportunity to attract top talent. With no geographical limitations, insurers can recruit from a wider pool of candidates.
According to Jenna Minchella (pictured right), head of people and culture at Mitch Insurance, “Remote work has allowed us to expand our talent search across various provinces, giving us access to skilled individuals who can contribute meaningfully without being restricted to a specific location.” This flexibility not only supports brokerage growth but also contributes to a more diverse and inclusive workforce.
Despite the many advantages, the transition to remote work has had its challenges. Johnston pointed out that the lack of in-person social interaction can be a hurdle, as it plays a significant role in maintaining company morale. “The biggest challenge with going remote is the social interaction aspect of the job,” he said. Offering tips for other firms looking to go remote, Johnston shared that virtual meetings, events, and occasional in-person gatherings can help bridge the digital gap and keep teams connected.
Maintaining compliance and client relationships remotely
In an industry as highly regulated as insurance, ensuring compliance while working remotely can be a challenge. Yet Minchella emphasized that with the right measures in place, firms can effectively maintain service efficiency.
“We’ve established clearly defined processes and ensured that our team has the proper tools and resources to perform their roles effectively, even in a remote setting,” she said. This structured approach, combined with regular audits and constant training, helps maintain high service standards and compliance, even from a distance.
The shift to remote work has also encouraged brokerages to improve their communications across various channels. Whether it’s calling, texting, emailing, or using self-service options online, Johnston noted that the most successful companies in today’s digitized insurance market meet clients where they are and communicate in ways that suit them best.
“Working remotely is going to be the way of the future in the industry. More and more, we are seeing that people prefer the remote work style and when brokers are happier, clients are happier,” confirmed Johnston.
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