Recognizing staffing capacity continues to be a top issue for members. OIA recently had the opportunity to host a webinar with company partner Cover Desk and two agency members who are successfully using virtual assistants to grow their agency.
The Cover Desk webinar provided a compelling case for integrating virtual assistants into insurance agencies. With the ability to handle administrative tasks, improve efficiency, and reduce costs, VAs offer a practical solution for agencies looking to stay ahead in a competitive market.
The webinar was led by Kelsey Tenaillon, Sr. Director of Business Development for Cover Desk, and featured Bethany Thompson, Co-owner of Mission Insurance, and Sam Isner, President of Isner Insurance. The full webinar can be found on OIA’s Vimeo account!
- The Role of Virtual Assistants in Insurance Agencies
Virtual assistants act as an extension of your agency, providing support with administrative tasks such as answering phones, processing endorsements, and managing online presence. They can help free up owners, producers, and other licensed staff members to focus on revenue-generating and other more important activities.
Kelsey Tenaillon, Senior Director of Development at Cover Desk, explained, “VAs are designed to fit seamlessly into your team, working within your systems and collaborating with your staff.” They are trained to operate in agency management systems like AMS360, Hawksoft, and Applied Epic, ensuring data security and efficient collaboration.
- Benefits of Hiring a Virtual Assistant
Agencies that have adopted VAs have seen a significant improvement in efficiency and staff morale. Sam Isner of Isner Insurance shared his experience:
“The VA saved us when we lost a key employee. She stepped in, learned quickly, and kept us afloat.”
Bethany Thompson from Mission Insurance echoed similar sentiments, highlighting how VAs have helped them manage their online leads while their in-office staff handled walk-in clients. “Cover Desk helped us especially during Covid because I didn’t have to hire, train, and bring a new employee into the office.”
The flexibility of virtual assistants allows agencies to scale quickly. Whether it’s handling client calls, chasing late payments, or managing social media, VAs take on a variety of tasks that free up licensed agents for more critical responsibilities.
- When Should You Consider Hiring a Virtual Assistant?
For agencies struggling to meet deadlines, overwhelmed by administrative work, or dealing with staff shortages, hiring a VA can be a game-changer. Cost is also a factor, as VAs often provide a more affordable alternative to hiring additional in-office staff. Kelsey Tenaillon pointed out agencies can save on payroll taxes, benefits, and recruitment costs by outsourcing to a VA.
VAs can be a strategic solution for agencies dealing with the complexities of a hard market. As agencies are experiencing more phone calls and more touches on each policy, VAs can help absorb more administrative work while your staff focused on client relationships and retention.
- Training and Integration
The process of integrating a VA into an agency requires careful planning. While virtual assistants come trained in many technical areas, each agency’s processes are unique. Therefore, it’s essential to train the VA on specific agency procedures. As Tenaillon emphasized, “You will need to invest time initially to ensure they align with how your agency operates.”
Both Isner and Thompson stressed the importance of treating VAs as valued team members. Including them in team meetings and providing regular feedback helps build a cohesive and efficient working relationship.
- Security and Confidentiality Concerns
One of the main reservations agencies have about hiring VAs is the security of client information. Cover Desk addresses this concern by implementing strict security protocols, including dual-factor authentication, controlled domain access, and continuous monitoring. Additionally, VAs work within the agency’s systems, ensuring that data remains secure and compliant with industry standards.
- The Future of Virtual Assistants in Insurance Agencies
While not covered in this webinar, it is important to understand carriers are placing increased scrutiny on overseas VAs and access to their policy systems. Recently, Cincinnati Insurance contacted agencies requiring them to remove third party overseas access from a long list of foreign countries due to data security concerns. Cover Desk and their employee base in the Philippines was not impacted by this initial notice. However, there are indications other carriers could be following suit and eventually could remove all third-party access to their systems. We advise agencies to consult with their carrier partners to understand their position.
As the insurance landscape continues to evolve, virtual assistants provide agencies with a staffing solution and potential competitive advantage. Cover Desk’s virtual assistant service has proven to be a cost-effective and flexible solution for numerous Ohio agencies looking to optimize their operations without compromising on quality or service.
For agencies considering this route, Tenaillon advises starting early: “Don’t wait until your team is overwhelmed. Hire before you reach a crisis point, so you can focus on growing your agency rather than putting out fires.”
More about Cover Desk
Cover Desk an office-based virtual assistant company bringing personalized service to the insurance industry, with solutions supporting insurance agencies, MGA’s, carriers, insurtechs and networks. At Cover Desk, their mission is focused on a single goal: helping independent insurance agencies grow, thrive, and innovate in the fast-paced world of the 21st century. They understand the unique challenges you face in balancing day-to-day operations with the demands of delivering exceptional client experiences and driving growth. That’s why they are dedicated to providing you with access to a team of highly educated and experienced virtual assistants located in the Philippines.
About the Author
Brian Lawrence is the Director of HR Solutions for Ohio Insurance Agents. He is responsible for providing HR support and resources for the membership. His HR career spans 25 years across Insurance, Financial Services, Healthcare, and Association Management. Much of his experience includes 20 years at Nationwide, where he spent seven years as an HR Director/HR Business Partner providing strategic support to executive leadership teams across P&C, Commercial and Non-Standard Customer Service Operations, Life Insurance and Annuity Operations, & Nationwide Pet Insurance.
