How G.R. Little Agency Uses Outmarket AI to Streamline Policy Checking, Empower Agents, and Drive Revenue

Stats at a Glance:

• 60%: Reduction in policy checking time for account analysts.

• 10 minutes: Time it now takes to process a 100-page policy comparison, down from over an hour.

Company Overview:

• Company: G.R. Little Agency

• Key Stakeholder: Monty Ross, President

• Specialization: Coastal insurance, personal, and business

About 

G.R. Little Agency is a truly independent insurance agency based in North Carolina, and serving clients nationwide. Established in 1903, the agency operates from two physical locations: Kitty Hawk on the Outer Banks and Elizabeth City. The agency specializes in coastal insurance, no surprise given the home base. Coastal exposure presents both unique challenges and opportunities, and the agency serves clients nationwide with personal and business lines. Not owned by a bank or private equity, G.R. Little focuses on finding ways to compete with larger agencies while delivering higher value to their clients.

Challenge 

As a coastal agent, G.R. Little handles a significant book of business through excess and surplus lines brokers. These policies can change significantly at every renewal, requiring the quality control team to invest a huge amount of time comparing expiring policies to renewals line by line.

The agency also wanted to pursue a new initiative to solicit the primary residence policies of out-of-state clients who own vacation homes at the coast. However, without adding more headcount, the agency's account managers lacked the capacity to pursue these holistic insurance conversations. The challenge was finding a way to free up the account managers from manual support work so they could focus on proactive client relationships.

The Solution 

To reclaim time for their staff, G.R. Little Agency vetted approximately six different tech platforms before finding the perfect fit in Outmarket AI. After an initial meeting, the internal vetting team looked at each other and agreed Outmarket was the clear solution.

Monty's top-utilized Outmarket workflows include:

• Policy Comparison: The agency uses Outmarket to quickly process large expiring and renewal policies, allowing them to spot critical issues in a fraction of the time.

• Coverage Gap Analysis: This workflow produces an easy-to-understand document that ranks potential coverage gaps by importance. It gives agents a roadmap to direct meaningful conversations with clients about their full insurance exposure.

The Process 

G.R. Little Agency successfully shifted policy comparison work from their account managers to their account analysts using Outmarket. Staff simply drag and drop policies into the workflow, click a button, and wait a minute to receive a clear, accurate output. For example, a senior employee previously spent about an hour manually comparing a 100-page general liability policy. Using Outmarket, the platform processed the same policy in about 10 minutes and accurately highlighted the critical issues.

By using Outmarket to handle repetitive data tasks, the agency transformed its internal workflow. Instead of building comparisons from the ground up, employees now supervise the AI's output. They apply their discernment to ensure the information is accurate and to shape it in a way that helps clients understand their insurance programs better.

The Outcomes 

The adoption of Outmarket at G.R. Little Agency has yielded remarkable improvements in efficiency, employee satisfaction, and business growth:

• Massive Reduction in Checking Time: Account analysts have reduced their policy checking time by at least 60% since implementing the tool.

• Empowered Account Managers: By handing off processing work to the analyst team equipped with AI, account managers now have the freed-up time to engage in intentional, holistic conversations with clients.

• Generating New Revenue: Outmarket's coverage gap analyzer has proven to be a true revenue generator for the agency. It equips agents to confidently discuss a client's entire insurance exposure, including both secondary and primary homes.

• Rapid Employee Adoption: Despite initial hesitation typical with new technology, staff found the platform immediately intuitive. A highly experienced employee with deep institutional knowledge called the tool a "game changer" within her first week of use.

• Future-Proofing the Agent Role: By eliminating manual data entry, Outmarket secures the independent agent's place in the delivery system. It ensures that agents can focus entirely on the vital agent-to-client relationship.

In Their Own Words

"What that particular workflow is allowing us to do is to truly invest our time where it matters most. This agent-client relationship is where our value comes forward most importantly [. . .] We want to be able to spend the time with the client to give them a true understanding and education about what all their exposures are." — Monty Ross | President, G.R. Little Agency

1. On Scaling and ROI

"I can say without reservation that probably our account analysts, which is the quality control team, have reduced their policy checking time by sixty percent, easily, since October."

2. On Employee Satisfaction and Retention

"Every person, when they were initially introduced to the product, could figure it out immediately. Within a week, [an experienced analyst] said, "this is a game changer for us."

3. On Winning New Business

"We have discovered that the coverage gap analyzer workflow is a true revenue generator for the agency."

4. On Fostering a Culture of Innovation

"The ones that lead and the ones that are successful are the ones that will invest in the relationship side of the insurance agent-to-client bridge."