

Insurance compliance is serious business. Falling out of compliance can have real consequences for everyone from insurance agencies, carriers, MGAs, and MGUs, to individual producers, adjusters, and dually licensed broker-dealers.
Whom you choose to partner with for your compliance needs matters. Choosing the right technology partner can transform your insurance licensing compliance practices from a nightmare into a dream-come-true.
Choosing the wrong partner, on the other hand, can lead to undesirable outcomes, such as:
- Spending too much money on something that’s not meeting your needs
- Risking compliance and data security mishaps
- Failing to achieve organization-wide adoption and thus the continued use of manual and error-prone processes
- Losing staff and distribution channel partners because of how frustrating it is to work for – or with – you
While the industry urges insurance businesses to adopt more modern practices, many insurance compliance technology vendors still have no qualms doing business the way they’ve always done it. Often, this includes committing some serious “crimes” against their own customers. No, we’re not talking about the kinds of crimes that land anyone in jail, but these transgressions are frustrating, costly, and just plain wrong nonetheless.
In this three-part series, we’ll cover some of the most common “crimes” we see insurance compliance tech vendors committing against their customer base. We’ve already covered crimes of the financial variety, which you can read all about here. This time, we’re taking a look at support crimes: the ones that occur when the customer support you receive after purchasing a solution doesn’t exactly meet the expectations a vendor set during the sale.
When insurance compliance vendors commit support crimes
Investing in a modern producer compliance management vendor should feel more like establishing a long-term partnership than simply completing a transaction. Unfortunately, all too often, customers find they’re treated more like a sale than a partner. If, once the contract is signed, you never receive any of the high-value support a vendor promised, you may be the victim of one (or more) of these commonly perpetrated support crimes:
1. Ghost support
You were promised a world-class customer support experience. In fact, that might have even been the selling point that ultimately led you to choose the vendor you did. But now that the ink has dried on the contract, getting actual support seems nearly impossible.
If you’re bounced around from automated chatbot to AI customer service representative without a clear way to talk to a real, live person either by phone or email, your vendor may be ghosting you. If you do finally get through to a human, do they stay with you until your questions are answered or do they pass you along to the next person, hoping somewhere along the way you find what you need? Whatever the case, nonexistent support isn’t supportive at all and you deserve better.
Customer confession: “I think the problem was they didn’t have enough staff to cover our account to the level we needed them to. Things got passed from one person to another to another to another with no one person supporting it from beginning to end.”
2. Non-expert support
Is the solution you’re considering backed by compliance experts? Insurance compliance is full of nuance, and you need a partner who understands the nuance of the industry on top of your unique business structure and needs. If you reach out for support and find yourself having to explain and reexplain why offering your producers a world-class onboarding experience is an important aspect of your business, it’s likely your support is lacking expertise.
Before entering into a contract with a compliance technology partner, verify that the support you’ll receive comes from industry experts. Partner only with a vendor that understands the pain of manual producer licensing and compliance management and how their product solves those pain points.
Customer confession: “The technology might have been OK, but it wasn’t built by people who understood the insurance industry, so it just didn’t do what we really needed. And it was impossible to explain to the vendor why we needed what we did, because it’s such an industry-specific function.”
3. It’s a full-time job to get support
Do you find yourself waiting days to hear back after submitting a ticket? Or having to dedicate hours of your time to rigorous followup just to get a simple question answered? When it takes that much work to get support, customers often resort to creating their own solutions and workarounds, or giving up on using the system entirely.
This isn’t a good use of your company’s valuable tech budget and it ruins the ROI on your compliance management solution. Not being assigned a dedicated support team or point of contact from the get-go should raise red flags that you might struggle to receive timely support when you need it most.
Customer confession: “It’s gotten bad enough that I’m not even willing to engage with our current vendor anymore. We’ll either ride out the contract and then move to something else, or try to break it now and move to something else.”
Avoid falling victim to support crimes from your compliance technology
If you’re currently working with an insurance compliance technology that isn’t treating you the way you deserve – in these ways or others! – see how AgentSync is different. AgentSync’s committed to the idea of Customer Love. This means fair and transparent pricing, support that’s actually supportive, and a tech platform that delights its users and receives regular updates and improvements. See how different insurance compliance could be at your organization by speaking with someone at AgentSync today.