Real Time
Every email is a delay. Every attachment is another chance for an error. Every manual entry is time agencies can’t spend serving clients.
Twenty years ago, the industry recognized this problem and invested heavily in Real Time connectivity. The goal was simple: stop playing phone tag with information.
Instead of sending emails, waiting for responses, and rekeying data, agencies could access carrier information directly from their management systems.
Yet in some areas, we’re seeing a drift back toward email-based processes. That’s a step backward.
The future of connectivity isn’t more email. It’s more Real Time.
Why AUGIE is Advocating for Real Time
Real Time connectivity allows agents to log activities in their system and share information with anyone in the agency who has access to the client’s account. Agents shared stories years ago of missed opportunities and poor client service when their agency depended on emails. The industry needs to share information securely using Real Time functionality…not through emails.
Agents have shared:
- Some carriers that previously supported full Real Time functionality now only offer carrier website login. Features such as real-time inquiry and rating are no longer available, even though they are still listed as supported in the Real Time Partner Guides.
- Some agency management systems have been told that carriers are discontinuing Real Time support because the underlying technology is outdated. However, XML-based Real Time remains a proven and widely used standard, and API-based alternatives are not yet universally available across agency management systems for functions such as inquiry and rating. AUGIE is working with carriers, technology providers, and industry partners to better understand why support has declined and identify opportunities to preserve and expand Real Time capabilities.
- There are some carriers where Real Time still works great.
- How does AUGIE influence the industry to support Real Time functionality, which results in shared information and logged activities?
Real Time is a broad category and can refer to several different functionalities. Here is a brief description of most common terms:
Real Time
Real Time is the ability to click on a button from a client file in the agency management system, comparative rater, or system of choice for immediate access to carrier information on that client. This approach provides a single workflow for servicing or quoting.
Data stored in the agency management system is shared with the carrier’s system, populating data fields on the carrier’s website.
Real Time Inquiry assists in the servicing of the customer. Agents have stated that their clients expectations are met when they are able to respond to a billing, claim or policy question at the time the customer contacts them. Real Time Inquiry is the ability to click on a button from a client file in the agency management system to respond to the customer on a billing inquiry, claim inquiry or to review their policy. This provides a single workflow for servicing and/or rating and issuing a policy.
Real Time Rating assists the independent agents in providing their customer with choice. A comprehensive tool provides the agent with electronic access to multi-carrier, real-time rating functionality through either an agency management system or comparative rater. The use of a tool reduces the time agency staff would utilize entering data on various carrier websites, and aggregates that information for review and recommendation to the customer by the independent agent.
Interested in getting involved?
Complete the Contact us form and request to be added to the Real Time teams discussion group.