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20 years ago… 
It took 14 days on average to have a new business policy issued.  Once issued, Farmers Insurance would send a mail pouch to the agents containing all of the agent’s mail, including any new business policies sold.  Agents would then need to remove all the staples and separate out the dec pages, endorsements, etc.  The Agent would then need to reassemble the documents needing to be sent to the customer, and then mail it to the customer.  The Agent would be responsible to pay all the postage and handle all the labor needed to deliver the final policy and related documents to the customer. 

Last 20 years… 
Farmers Insurance mails directly to the customer all the policy documents.  This change significantly saved the agent the time and cost of separating and mailing the documents from the prior process.  However, during this time, the #1 customer complaint identified from Company Surveys remained to be the volume of mail sent by Farmers Insurance to the customer. 

Today… 
Farmers Insurance now makes all policy documents immediately available to the customers directly through Farmers.com.  This change significantly saves the agent and company the time and cost of delivering policy documents, as well as provides customers access to their documents 24/7, anywhere in the world they have access to the internet.  This change further directly addressed the #1 Farmers customer complaint… too much mail! 

Did you know ePolicy is the new standard way of doing business at Farmers Insurance?  For every new account we need an email address.  And every account with an email address, new business policies are to be setup on ePolicy.  This is definitely a shift from the last 20 years, but it's the new Today.  There are a lot of really good benefits to the customer and the agency that come with this change!
Posted 3:44 PM  View Comments

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