A Simple Five-Minute Phone Call: The Logical Choice
TAPCO’s service model for 1,000 classes of business reduces the quoting and binding process to a five-minute phone call.
Tap Johnson, president of TAPCO Underwriters, realizes that time is money, and he’s dedicated to giving agents both. In less than five minutes, TAPCO will walk you through every underwriting question to give you a firm, bindable real quote with as many as 15 carriers.
BEST’S REVIEW: What role has technology played in your ability to quote and bind coverage in a five-minute phone call?
JOHNSON: We have been developing our own proprietary systems now for 25 years. The real key to our success is the process. We live by a discipline that if you can’t describe what you do as a process, then you probably don’t know what you do. So we’ve created a process for the actual insurance transaction from start to finish. So, yes, technology is a viable part of what we do, but our commitment to service, our delivery model, our process and of course, our people, are what is key.
BR: What can agents expect when they call TAPCO for a quote?
JOHNSON: First, and one of the most important things—they can call and speak with a live, real person within 30 seconds. That’s our service pledge promise. And during that same phone call, we will offer you quotes from 15 markets from virtually every domestic and international E&S market. We let the agent decide what is best for their customer. One call does it all.
BR: How have you seen technology aid the underwriting function?
JOHNSON: If someone’s good at something, they’re good because they repeat their performances. They do the good things again and again. We’ve harvested the intellectual capacity of those underwriters and companies we respect and put it into our system. So we have hundreds of thousands of underwriting rules for all the different carriers that fire simultaneously in our system, so every person at TAPCO always quotes it the right way, and always the same way.
BR: Could you tell us about your rewards program for agents?
JOHNSON: We understand that the people who are calling us have real lives to lead, and so we like to reward agents who bind coverage with us to remind them that we know they’re working hard. We have a TAPCO prepaid debit card, and every time a CSR binds an account, $10 is rewarded to that producer’s card. It’s there, it’s live and it’s real. It’s a way to keep the agents remembering we care about them.
BR: How has technology given you a competitive edge in the E&S world?
JOHNSON: In a soft market, the retail agent already is overburdened. An agent’s doing more work to literally make less revenue. At TAPCO, we offer the ability to complete the work in five minutes. We offer a host of payment solutions, so before the day is out we can get the insured on his way with insurance in hand. And we feel that technology and our service model is an advantage, because most folks would pick “now and easy” over “tomorrow and hard.”
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