Customer Success
Bouchard Insurance
Deliver a digital application and renewal experience for clients
Clearwater, FL
Headquarters
4 Years
As an Indio Customer
Additional Info
Employees: 260+
Offices: 6
Solutions
Bogged down by paperwork and inefficient, manual processes
Bouchard Insurance, a Marsh & McClennan Agency, struggled with the amount of paperwork and the time it took to receive renewal information. “Traditionally in commercial lines, the method to gather our clients’ renewal data for the application and marketing process is lengthy and inefficient, which doesn’t align with our client-first customer experience philosophy,” said Justin Barnaky, Business Insurance Practice Leader. Bouchard Insurance needed a solution that would simplify the application process, freeing staff to spend more time consulting clients on their risks, and allowing clients to complete their applications faster.
Automate the commercial lines submission process
Bouchard Insurance selected Indio to fully automate the client data capture and application experience for their commercial lines business. Using Indio, Bouchard Insurance provides a simplified, collaborative insured experience that reduces time spent on individual applications and minimizes E&O exposure.
Increase employee satisfaction and renewals with technology
The traditional application and renewal process is manual and paper heavy. Indio provides Bouchard Insurance an online application experience that eliminates this problem. Instead of attaching multiple scanned documents to an email, agents can send clients one link that directs them to smart forms within the Bouchard Insurance branded online portal. Common data fields, such as names, are automatically mapped across each individual application, eliminating time spent and potential mistakes that come from retyping information. “We view Indio as the Turbo Tax of insurance. It allows us to get through some of the monotonous, redundant questions that are related to the insurance renewal process in a much faster and seamless timeframe,” said Barnaky.
Barnaky added, “When sending supplemental applications to our customers, before Indio it would take somewhere between three and four weeks on average to get that information back. Since using Indio, we are receiving that information back in three or four days.” Bouchard Insurance is then able to get applications out to market faster for quicker quoting and policy renewals.
Indio has also helped reduce frustrating back-and-forth conversations with clients when trying to confirm additional risk details. “Prior to Indio, when we received our scanned copies of a supplemental application, oftentimes a client would miss a question and we would need to spend time going back and forth to obtain the information,” stated Barnaky. Indio’s smart forms give agents the option to mark certain application sections (or questions) “Required” and to hide others. Agents and clients can also comment back and forth directly in the forms instead of through multiple emails.
Implementing Indio has enabled Bouchard Insurance to increase policy workflow efficiencies and renewals while improving the customer application experience. “The increased efficiency gained from using the Indio product has been a blessing to our customers and colleagues,” said Barnaky.
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