Training Video to Reduce Client Services Call Volume

The Challenge

Palomar contacted Conway Marketing Group to produce useful and informative training videos for their updated platform called PASS. The PASS system enables Producers to submit, quote, bind, and issue policies online for eligible properties. 

Palomar identified that its Producers were relying on Client Services for training on the new PASS system, the client aimed to reduce the volume of these calls by creating simple and well-explained training videos.

What We Delivered

To assist Palomar’s Producers in learning how to generate or obtain quotes for earthquake, flood, and hurricane coverage through their new PASS system, our team produced four 4-minute-long training videos. Adhering to Palomar’s guidelines, we composed a script, integrated a brief introduction featuring the Palomar branding, step-by-step visual instructions, on-screen text guidance, background music, and voice-over directions.

The Results

The training videos effectively served as a resource for new producers and existing ones who needed guidance with Palomar’s new PASS system. As a result, Palomar was able to minimize the number of calls to their Client Services department. These instructional videos are informative and user-friendly, providing great assistance to anyone trying to navigate the new system. They can easily be accessed on Palomar’s website and have proven to be a valuable tool for producers. The seamless partnership between Palomar and CMG to produce these videos was an overwhelming success, demonstrating the benefits of a collaborative approach.

The Client

Palomar Insurance is a fast-growing and forward-thinking insurance provider that specializes in offering specialty insurance solutions to commercial and residential customers. They have a strong focus on identifying and serving underserved markets, such as the earthquake, hurricane, and flood insurance markets, through their cutting-edge analytical and underwriting expertise. Palomar’s innovative use of data analytics and modern technology allows them to provide customizable insurance products with flexible pricing for both the admitted and excess and surplus lines markets.