Rather than creating a model and requiring all employees to follow it, the industry by default allows its employees to spend endless hours training new employees, deciding how to handle a new issue, telling customers that only their agent or CSR can help them. This inefficient use of the employees' time reduces both productivity and morale and prevents customers from receiving the superior results they need and deserve. Mail order catalog retailers use their databases and profiling techniques to place the item that you are most likely to purchase on the catalog front cover. This yields customization for each customer. The insurance industry still operates on mass production.
Most companies send the exact same insurance policy to all the customers.
The differences are addressed in the attachments and the declarations page. In other words, create a basic template and then customize it per customer requirements. This is very doable and so simple that it eludes me why insurance companies adhere so strongly to confusingly written policies in a time when simple and clear writing wins. For those who wish to succeed in this new marketplace that is rife with change, arm yourselves with new skills, knowledge and flexibility. Develop new approaches and put forth radical ideas.