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E&O Security in the 24/7 Agency (Part 7 of 8)

As the internet continues to play a bigger role in agency and company marketing and service, there is an increasing expectation by insureds of 24/7 service, particularly in the area of claims. Expect this to intensify as email and web site interaction become more and more frequent. In this article, Virginia Bates explores the E&O exposures created by new and old technology and what you can do about them.

EMAIL TO THE AGENCY:

Concerns:

Insufficient detail will be provided to the agency so processing will be inaccurate and coverage/rating repercussions won’t be explored properly.

Same “pile up” and delayed message response potential as voice mail.

o way to give insureds the “We can’t bind coverage” spiel that can be done on a voice mail message (for what it’s worth . . .)

Depending on the email provider, emails may not be forwardable to another caller from a location outside of the agency.

Recommendations:

Be happy. Email is safer than voice mail. Its growing popularity actually increases an agency’s E&O security.

Email, unlike voice mail, leaves a record of the sender’s actual words. Attach relevant messages to the electronic client record if your agency management system allows it. If it doesn’t, print and file (preferably by date, or alphabetically if the agency is still not transactionally filing).

Observe the same precautions, procedures, and courtesies recommended for voice mail checking, response, and forwarding.

Add “checking and forwarding email of staff who call in absent” to supervisors’ job descriptions (and don’t forget to do the same for unexpectedly absent supervisors, managers, and principals).

Choose email for your outgoing communication in appropriate situations with clients and others who are amenable. Don’t use it in most situations if the recipient is a known non-email-checker. Remember that all communication situations are not equally good for email. For example, some negotiations are better done in the immediate give-and-take of a phone conversation and can drag onto infinity in email. Resolution and clarity are great E&O preventers.

Remember, email allows better time management because the CSR/Account Manager can finish what she/he is doing and go to the incoming email request with a clear head (clear heads are definitely E&O preventers!). This saved time will allow more opportunity to risk manage accounts and risk counsel clients.

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