101 good reasons why independent insurance brokers NEED to recognise that it the insurance landscape is changing beyond all recognition and not just because of the economic climate and rising market...

1. We consult Leading into the future

2. "Make no small plans for they have no power to stir the soul." Niccolo Machiavelli

12. Outcome : React to market conditions - Keep on doing what you know (with minimal strategic consideration or consideration for long term) just try to do more of it! Strive to reduce handling costs (without reducing client service) Ignore own, staff and client concerns about service and competition from insurers (“usual suspects”) in return for increased (if unsustainable) commission rates Content to look on scornfully at “aggressive” competitors. Complain about their sales culture and relentless pursuit of income that treats clients merely as a means to meet their own financial targets

17. "It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change." Charles Darwin

18. Succeeding with a Strategy… Successful Strategy Effective Implementation Source: Contemporary Strategy Analysis, R Grant 1998 Simple, Consistent & Long-Term Objectives Profound Understanding of the Competitive Market Objective Appraisal of The Organisation’s Resources

19. Client Satisfaction Improvement Plan IMPROVE CLIENT SATISFACTION Improve product quality Offer more competitive prices Improve client service Create own product(s)/brand Negotiate additional cover options Reward loyalty & profitability Increase (and use) knowledge of chosen markets Consolidate accounts and focus Development (E.O.S.) Implement results-oriented training & motivation Ensure consistency of communication & administration Maintain agreed Service Standards Promote team culture Add “support options” e.g. Internet, Claims service

22. Product Development: Features & Benefits Client “Pain Points” Benefits Premium increases Policies designed to manage worst impact of fluctuating market conditions Ability to budget Fixed insurer rating Service Telephone and electronic service for advice/quotes/adjustments/renewal Cover Market leading commercial “All Risks” Accessibility to records Access to own client cover summary Risk Management costs Rebates reward good claims record Insurer continuity Insurer provides a share of the profits as renewal discount Time cost No need to seek annual quotes Premium payment cost 0% or <5% direct debit facility Business Continuity Plan Free planning assistance Claims Dedicated loss adjuster, claims Management and tracking

24. Simply : Product components

25. We community Web Alterations Client enquiries. MTA’s: incoming instructions and outgoing documents Web Newspage Newsletters, promotions, legislative and trade updates Web Document Repository Client access to insurer & broker doc’s or accounts Web Marketplace Profile Means for businesses to promote products/services Web Services External services in addition to insurance e.g. legal (HR), Risk Management Web Accounts Current invoices & balance. Annual spend year to date. Direct debits & BACS Web Claims Intimations, supplementary info. updates & settlement amounts Web option Client Development of client: Website; Intranet; Extranet Web option Professional Advisers Access for existing advisers to client info. ALSO opp. for adviser to create own site Innovative Client Solutions

26. It is about each of us being 100% comfortable in our given role. Learning and performing that role to the best of our ability. Relying upon and being relied upon. Communicating. Working as part of a team and an interdependent organisation with a common goal. Contributing to the successes and sharing in the rewards. INTERDEPENDENCE: “a reciprocal relation between interdependent entities (objects or individuals or groups)” Development (Heart) Client Services (Stomach) Broking (Brain) Operational ethos

27. We have the answers Introducers IT partners Clients Marketplace Affinity Groups Affiliates We consult We systems We network We Insure We community We train We counsel We create Knowledge pool Web marketing Insurers Collaborations Social Media We consult We systems We network We Insure We community We train We counsel We create Knowledge pool Web marketing Insurers Collaborations Social Media

28. We respond invest serve reward guide innovate protect partner market represent plan collaborate budget connect create brand design train believe sponsor manage promote insure research develop trade web 2.0 fix care contribute facilitate network communicate interpret support engage design listen organise consult arrange donate recruit help fund organise share endorse inspire present lead What do We do?

29. Enterprise 2.0