Jeanie Giesler, operation support services at USI, joined the ACT Committee earlier this month, so we thought we would introduce a few topics of particular interest to her. With more than 20 years in the independent agency channel, including the Ohio Independent Agents (OIA), Jeanie's experience is vast. In this article Jeanie shares with the ACT News Team ways she has found to make technology a tool for improving our industry and even our communities. We welcome Jeanie to the ACT Committee and look forward to her input and leadership in the upcoming year!

ACT News: Your LinkedIn page suggests disaster prep is near and dear to your heart. Is there a way that agencies can use technology already in their hands to do a better job of disaster planning and recovery? 

Jeanie Giesler: It is important to me! I had an experience that very few agents have. An F4 tornado came through a small town near me. It covered a 10-mile stretch, so not only was it strong; it was big. It took out an entire subdivision just 13 minutes from our office, including a high school. The tornado came through at 11:00 at night. My phone started ringing at 11:30, and I never set it down. Thats where disaster planning helped. Luckily our agency wasnt hit, but wires were down and power was out. Our plan allowed us to take care of our customers. Disaster planning takes care of your communication, people and agency vital technology nerve centers so you are available to be of service to customers and your communities. But you need a well-practiced plan. 

A disaster plan isnt something you can buy packaged in a manual and expect it to solve all your problems. When agencies do that, it often remains in cellophane and never gets opened. Disaster plan training should be completed so everyone knows what their role or function is if a disaster occurs. This training should include everyone from the person at the front desk all the way to the owner of the agency. They all need to know what to do and where to find the procedures, and clear communication is vital!  

There are also physical actions you might consider for your agency. You might have a generator or some kind of pod drop with everything you need in it, which is delivered immediately after a disaster. [A pod is a large container provided by a disaster-relief company that can be used to keep a business running.] But there are complications even with those solutions, so you have to think through each potential scenario. For example, how can we help if the pod takes 12 hours to arrive? If your agency doesnt have the budget for these options, technology allows an agency to operate virtually. This takes planning, preparation, and testing that your team has access to the platform if cloud based. If your agency operates on internal server networks and these are severely damaged, are you prepared? Where in your community or surrounding areas could you set up a temporary location to do business until your repairs are complete or you rebuild your agency?
 

The phone systems can be reassigned to back up your systems or answering services, and phone numbers can be routed to cell phones as needed. This works for inclement or severe weather and other events as well. Investing in improved phone capabilities is an expense, but its a smart investment.

You should review your disaster plan every year. What are the new technologies that should be built in? Can your employees work remotely? Where are you going to have materials delivered? They cant pile up outside your building if you are not there! It may feel like chaos while its going on, but its a planned organizational response.

Carriers are also a great partner for disaster planning. Have your carriers key contact information built into your plan so you can reach out to them and let them know about your disaster plan.

Though a disaster plan is a document, it shouldnt be confined to a printed version in a file cabinet. Use the cloud to store it so it can be accessed from off site. Thats especially important so multiple users can access iteven if your agency is in the bulls eye. Using the cloud is little to no cost. 

You can promote this kind of planning with your clients also so they back up their crucial documents or save on a cloud drive. 

Depending on your agency needs, you can create a disaster plan that is balanced to meet your agencys specifications and budget requirements. 

ACT News: Why has ACT found a spot on your schedule, and what are your words of advice for others who would like to influence the industry for the better at a larger scale? 

Jeanie: I have been very fortunate to always have had great mentors who were involved in insurance industry, OIA and the Big I. They offered constructive feedback that helped and advised me all along the way in my career. You are never too young to lead and never too old to learn.  

ACT News: In participating in some of our ACT work groups, what should agents be most aware of? 

Jeanie: Participating in the ACT workgroups has been a great experience for me! I like connecting with other agents, brokers, technology vendors, user groups, and associations to discuss and focus on technology, specific topics, and what is happening in our industry. ACT is a group of people who are driving consistent IA technology workflow improvements. The big-picture focus areas are industry trends, customer experience, productivity, marketing and security. 

 

Agents need to be aware that ACT provides insights and resources. You're looking for technology solutions; ACT has excellent resources. You need a disaster plan; they can provide the blueprints on planning for your agency. You want to know how you protect your business from cyber threats and prepare your agency for the recovery; ACT offers a wealth of resources and solutions to help your agency. 

ACT News: If you had a magic button and could solve your agency's biggest workflow issue, what would that be? 

Jeanie: Rating platforms and the ability to connect to agency CRM for upload and download communications, transactions and submissions and the ability to check and track in real time the status of your submissions at the carrier and their update notifications. 

ACT News: Any insights you would like to provide that are part of your passion or mission? 

Jeanie: Insurance was not a planned career choice for me. But it is a career that has improved my life and my familys life. My kids learned what it is to give back and support their community. There isnt any one business or career that the insurance industry doesnt touch. We offer great opportunities for career choices in our industryeverything from technology services, digital marketing and data analytics to underwriting all lines of insurance, producer sales, legal, HR services and more.