NPS
Friday 28th, 4:45 p.m.
A producer stops at the doorway, half in and half out. He mentions, almost as an aside, that he hasn’t heard from one of the mid-size commercial accounts in a while. He’s already turning to leave.
Huh. Good catch.
Then the thought lands: How long is “a while”? Why did I need someone to mention it before I noticed?
Pull the account up and there’s nothing wrong with it. No overdue task. No open ticket. No flag, no red anywhere. Last logged touch was a routine certificate request, weeks back, closed out clean, synced across the CRM and the AMS the same afternoon it happened.
Every system did exactly what it was supposed to do. The only reason anyone knew this account had gone quiet was a producer saying so out loud, in a doorway, on his way somewhere else.
That’s worse than being behind. Behind, you can see.
"Without intelligence, silence looks like stability."
– Writes Raution Jaiswal, CEO, InsuredMine, in his upcoming book, The Intelligent Book.
The record here was accurate at every step. Nobody mistyped anything, nobody skipped a task. Accuracy just isn’t the same thing as understanding, because it only ever describes one entry at a time.
Stability, the kind a clean dashboard shows you, and silence, the kind that precedes a client finally saying we’ve been trying to get this resolved, often produce the exact same file.
Four Clean Entries
Scroll back through this account’s history: a billing call, months ago.
A certificate request a few weeks later.
A renewal email that went out and got no reply. Unremarkable, many don’t land on the first try.
A vehicle ID card request, handled the same day it came in.
Then, more recently, the message that finally made someone look: “We’ve been trying to get this resolved.”
Each entry alone looks ordinary. Together, in order, they don’t prove anything either — but they raise a question none of them raised on its own: is this a normal season for a normal account, or a client trying to say something the record was never built to hear as one sentence.
98% of agents say retention is very important to success this year. Average retention across independent agencies is 84% — a fight agencies are in every year [Source]. The accounts that quietly slip may not be the ones with a visible problem.
"With intelligence, silence becomes something to examine."
Every one of those four entries already exists somewhere. The record isn’t missing anything.
What’s missing sits above it – something that reads the CRM, the AMS, the call log, and the service tickets as one account instead of four separate systems each holding a piece, and asks what none of them were built to ask alone: what does this account look like right now, across the whole season.
A system of action reads that file as a whole and does something with what it sees — surfacing the pattern before a producer has to happen to remember a name in a doorway. That’s the layer InsuredMine is building toward.
Where This Leaves It
Knowing any one thing happened is increasingly easy. Knowing what it adds up to — and acting before the client has to say it themselves — is still hard.
See What Your Record Is Telling You
InsuredMine is building the intelligence layer that reads across the record, surfaces the patterns worth paying attention to, and puts the next action in front of the right person.
See what’s hiding in your book of business → [Contact us]
