InsurLink by Vertafore

Summary

Insurance clients increasingly expect to access information and complete routine tasks without calling or emailing their agency. The challenge for agencies is providing that convenience without creating another disconnected system for employees to maintain. 

InsurLink addresses that problem by extending agency and policy information into a branded client portal and mobile experience. Clients can access documents and insurance information, request certificates, submit claims, make payment submissions, and complete other service activities when it is convenient for them. 

Why should agencies care? Routine service requests can consume a surprising amount of employee capacity. Giving clients a reliable self-service option can reduce some of that transactional workload while providing clients with access outside normal agency hours. 

What stood out during our review is the connection back to the agency management system. InsurLink is most interesting when viewed not as another client-facing app, but as an extension of the agency’s existing service environment.

Key Features:

• 24/7 client self-service portal 
• Agency-branded client experience 
• Real-time policy information 
• Secure document access and sharing 
• Certificate requests and certificate capabilities 
• Claims submission 
• Payment submission through integrated partners 
• Mobile access through iOS and Android apps 

Best fit for:

• AMS360 and Sagitta agencies wanting to extend their management system into a client-facing experience 
• Agencies receiving significant volumes of routine document and certificate requests  
• Agencies looking to offer clients meaningful 24/7 service options 
• Commercial agencies whose clients frequently need certificates and policy documents
• Agencies prepared to actively promote and incorporate client self-service into their service model 

May not be ideal for:

• Agencies whose clients have little interest in digital self-service 
• Agencies that aren't prepared to actively drive portal enrollment and usage 
• Agencies whose current technology environment does not provide the level of integration they need 
• Agencies looking for self-service to replace rather than complement their existing client-service strategy 

Deeper Dive

The Problem Being Solved: Many agency service requests are important to the client but highly repetitive for the agency. 

A client needs a policy document. A certificate is required after hours. Someone needs insurance information from a mobile device. A client wants to submit a claim or make a payment. 

Traditionally, many of those transactions begin with an email or phone call to the agency. An employee then retrieves information, processes the request, sends a document, or directs the client somewhere else. 

InsurLink gives clients another path. Routine information and service functions can be available directly through a secure, agency-branded experience connected to agency data. 

That can make the agency easier to do business with without requiring employees to personally handle every transaction.

Why It Matters to Agencies: The real opportunity with client self-service isn't eliminating personal relationships. It's being more intentional about where agency employees spend their time. 

Clients who simply need a document at 8:00 p.m. may prefer immediate access over waiting until the next morning. At the same time, an account manager doesn't necessarily need to spend part of the next morning retrieving and emailing that document. 

Moving appropriate transactions toward self-service can preserve employee capacity for conversations where advice, coverage knowledge, or problem-solving actually adds value. 

There is also an operational benefit to having digital activity documented. Requests and interactions made through InsurLink create a record, helping the agency maintain visibility into what the client has done through the portal.

What Stood Out to Us: What stood out during our review is that InsurLink is closely connected to the Vertafore agency technology environment. 

The real-time connection with AMS360 and Sagitta is important. A client portal becomes harder to manage when employees have to maintain information in multiple places or when clients see information that doesn't match the agency's system of record. 

We also like that InsurLink addresses several common service transactions rather than functioning primarily as a document repository. Certificates, claims, payments, policy information, and documents give agencies more opportunities to shift appropriate service activity toward self-service. 

The bigger opportunity, however, depends on adoption. Agencies that actively incorporate InsurLink into onboarding, renewal conversations, email signatures, website calls to action, and everyday service processes are likely to see considerably more value than agencies that simply make the portal available.

Final Thoughts

We came away seeing InsurLink as less about having a client portal and more about deciding which agency transactions still require an employee. For routine requests, giving clients direct access can create convenience for the client and additional capacity for the agency. 

The management system connection is what makes the approach particularly relevant for agencies already operating within the Vertafore ecosystem. Real-time information, certificates, documents, claims, payments, mobile access, and documented interactions give clients useful capabilities without creating an entirely separate service environment. 

For an agency principal, InsurLink is worth further evaluation if routine service requests are consuming meaningful staff time and your clients would benefit from greater self-service. We would evaluate it with one additional question in mind: Does the agency have a plan to actually get clients to use it? If the answer is yes, InsurLink has the potential to improve both client convenience and service-team efficiency. 

*Unbiased review based upon information and insights available at the time of publication.