NPS
36 years in business. Family roots. A staff that had to be convinced before they became believers.
Nicole Clegg runs marketing at Kingsgate Insurance. She isn’t licensed, and she’ll tell you
that before you ask — it’s part of why she sees the agency’s daily grind from a different
vantage than the staff doing the work every day.
Kingsgate joined InsuredMine’s pilot program about four years ago. Last year they
acquired a 40-year-old Fort Dodge agency, which added 40 more years of institutional
history and habits to reconcile.
Two agencies, 76 years combined, both running on Epic as the system of record. What
Epic didn’t give them was a way to turn that record into daily work.
Before: Data Trapped, People Dependent
Kingsgate didn’t have a CRM. Zywave came close, “kind of,” but ran on manual entry that
nobody was accountable for keeping current. A separate tool handled email blasts and
nothing else. Neither talked to Epic. Every list request meant asking someone else to pull
it, and getting a list that was already stale by the time it landed.
The clearest symptom was a new-business questionnaire — 164 questions, texted to
prospects on their phones. Nicole flagged it early: “I said, we are going to lose potenti
customers because you’re asking them to fill out this long questionnaire
She was right. Nobody had the data to prove it. They just knew growth wasn’t matching
effort, and had no way to find out why.
Epic Is the Filing Cabinet. InsuredMine Is the Book You Work Out Of.
That’s Nicole’s own line. Epic stayed the system of record. InsuredMine became the place
the work actually happens before anything is ready to fil
Pulling a list used to mean asking someone to run it in Epic, then waiting. Reporting meant
having Epic admin access, which most staff didn’t have. Connected through InsuredMine,
both collapsed: list requests became instant and self-service, and reports that required
admin rights became something any VP-level staffer could pull themselves.
The record didn’t move. What changed was who could act on it, and how fast.
Worth saying plainly: this is a producer and new-business story first. Nicole has to
InsuredMine directly that the same workflow doesn’t land the same way for her accou
managers — “it just doesn’t work for the workflow of us.” She’s as clear about where it fal
short as where it works, which is part of why the rest of what she says carries weight.
What Changed: Data → Visibility → Decision
Kingsgate rebuilt the 164-question form into 18 questions, run through a deal-card
pipeline instead of a static document. They could see exactly where prospects dropped off,
instead of just losing them silently.
The same visibility showed up on the renewal side. Account managers handle both new
business and renewals at Kingsgate — there’s no separate team for either. A dedicated
remarket pipeline gave leadership a real number for how many accounts were actually
being remarketed at once, confirming a bottleneck they’d suspected but never had pro
of, and letting them adjust the process around real data instead of a guess.
Physical mail followed a similar arc — hundreds of letters at a time gave way to automated
birthday and outreach email, cheaper and faster to send.
The Sherpa
Software doesn’t survive contact with a skeptical staff on its own. Kingsgate’s real adoption
problem wasn’t the platform — it was getting people comfortable leaving Epic as the only
place they worked. “It’s not difficult to use once you embrace it,” Nicole says. “It’s the sca
aspect of — we’re going from Epic, and now we have to work in this thing we’re not sure of.”
When InsuredMine suggested naming an internal champion, Nicole took it further than
the title implied. She didn’t just learn the platform — she rebuilt how the agency
documents itself inside it. Every task she writes is aimed at someone who’s never done the
job before: “I’m going to give you every detail you need in that description so you can be
winning from day one.” Institutional knowledge — the kind that normally lives only in a
veteran’s head — written down as a sequence anyone can follow.
Our own team has joked that she’s Kingsgate’s ‘Sherpa’ — a paid, white-glove service where
InsuredMine staff act as an extension of the customer’s team, running the CRM and
day-to-day platform activity on their behalf. Kingsgate’s never needed it, because Nicole
does that work in-house.
Why She Stays
Kingsgate joined the pilot program and never left, and Nicole points to one reason above
the rest: the product gets built with its customers, not just for them.
She sits on the Growth Council, where she’s watched a feature request go from a
suggestion in a meeting to something shipped. “It’s never a direct no,” she says.
And in four years that assessment hasn’t changed: “It’s let us see if we can do it, or let’s
offer something else that’s going to fit.”
