NPS
Closed.
What now?
Your agent has found the client, built the relationship, followed up at the right moments, and made the case at the right time. The client has said yes.
Agencies work hard to earn and keep every client. The average retention rate across the insurance industry sits at 84% (The Independent Insurance Agents of Dallas- IIAD) – and getting there takes sustained work from people who know their book.
So, here’s the part that should bother you: agencies lose pieces of that hard-won 84% for reasons that have nothing to do with the relationship. Not to competitors or better quotes, but to paperwork stalling.
It costs 7-9 times more to acquire a new customer than to keep one you already have (IIAD). That math doesn’t care why you lost the client. A “yes” that dies in the signing process costs exactly as much as a “no” you never got in the first place.
Friction
Here’s what that gap looks like in a lot of agencies:
Nine steps. Multiple apps. Rarely does any of it touch the relationship the agent just spent weeks building.
This is a workflow problem. The eSignature software works fine.
Formstack, EZLynx, SignWell- they all work fine. What doesn’t work is the process wrapped around them -the handoffs, the app-switching, the re-entry- each one a place for a signed “yes” to sit untouched for long enough that the client starts wondering if the agency actually wants their business.
At this stage, the agent didn’t lose this customer. The process did.
Move Faster
Now picture the same moment, stripped of all that friction.
The client opens the document. Signs. Clicks. A payment window opens right there, in the same flow- card entered, payment processed, policy active. No separate billing email. No second login. No “we’ll follow up about payment separately.”
That’s not a metaphor.
It’s how InsuredMine’s eSign actually works– the payment field sits in the same drag-and-drop builder as the signature field and the date field, inside the CRM you’re already using -not a separate app, not an add-on. One document, one flow, one continuous motion from “I agree” to “I’m covered.”
Anyone who’s bought something online in the last decade already knows what “done” is supposed to feel like- instant, confirmed, no loose ends. Even in ecommerce, where companies have spent two decades optimizing this exact moment, checkout research from the Baymard Institute finds that nearly one in five shoppers abandon a cart simply because the process feels too long or complicated. Insurance has spent those same two decades training clients to expect the opposite.
It’s 2026. Closing a policy should feel like a checkout.
In Focus: Gila Insurance
Derek Kartchner didn’t set out looking for a checkout experience. He runs Gila Insurance Group in Safford, Arizona, and he went looking for something that would cut policy turnaround time. He’d already tried EZLynx and Formstack and wasn’t satisfied with either.
What he found instead was the volume problem. Gila now signs 80 to 100 new policies a month. Seventy-five percent of them closed through InsuredMine’s built-in eSign -simply because it started becoming workflow and stopped being friction. The remaining 25% still get signed in person, which is fine. The point isn’t forcing every client through a digital flow. It’s removing every reason not to.
The cost math moved as well. Formstack ran him roughly $35 to $40 per user. Switching to InsuredMine’s built-in eSign saved Gila $150 a month -on top of the time no longer spent app-switching for every single policy.
None of that required new software elsewhere in his stack. It required removing steps from the one he already had.
Built-in, Not Retrofitted
For growing agencies, a tools-heavy signing process becomes a failure point that scales with success. The bigger the agency, the more expensive the gap between “yes” and “signed” becomes.
The fix is just fewer places for a “yes” to get lost.
Every scene below is already built into InsuredMine’s eSign, not a checklist of what to look for elsewhere:
- A client disputes what they agreed to six months later. The answer isn’t in anyone’s memory – Nobody has to search old emails- the answer is already there.
- A one-time passcode lands on the signer’s phone before the document even opens– confirming whoever’s signing is who you sent it to.
- A husband signs at lunch. His business partner signs that evening. The policy moves forward without anyone forwarding another PDF.
- The signed document is already sitting in the client’s CRM record. If the agency’s AMS is connected, it’s there too- nobody has to remember to upload anything.
Agencies spend enormous energy earning trust, only to hand the last mile to a process stitched together with PDFs, email chains, app switching, and manual uploads.
With InsuredMine, the idea is simple: your customer should be able to open, sign, and confirm- all within the time it takes the server to leave and the food to arrive.
How many yeses do you think you’ve lost between the signature and the upload?
If the answer is more than zero, it’s worth ten minutes to find out where. eSign is already built into InsuredMine -no new software, no separate contract, no extra line item.
