Connected Conversations in Insurance | Episode 4 ft. Austin Moorhead
In the latest episode of Connected Conversations in Insurance, I sat down with Austin Moorhead, founder of Lava Automation, to discuss the world of virtual assistants (VAs) in the insurance industry. Since 2018, Lava Automation has been helping insurance agencies streamline their operations through both automation and virtual staffing solutions.
Why Consider Virtual Assistants?
Many agencies are unsure what a virtual assistant (VA) can do for them. As Austin pointed out, VAs typically handle unlicensed tasks, which allows licensed agents to focus on higher-value, profit-generating activities. This is key—you want your licensed staff spending time where they can add the most value. One big way Lava Automation adds value is by offering both an automation and a virtual assistant side of their business. This leaves no room for misconceptions about what VAs can or cannot do within an agency. The goal is to offload routine tasks, saving time and reducing unnecessary costs.
Challenges to Adopting Remote Work
Austin noted that one of the biggest challenges agencies face when hiring VAs is creating effective workflows. Many agencies struggle with segmenting existing processes to fit this model. As someone who's observed agencies go through this transition, I can tell you that the more effort you put into reshaping workflows and establishing clear communication channels, the more successful your partnership with a VA will be.
Communication and Training
Effective use of VAs requires ongoing communication and training. Agencies that regularly engage with their remote teams see much better outcomes. Austin reiterated the importance of consistent, daily communication through tools like Zoom and screen sharing. It’s all about laying the groundwork early to see big rewards down the line.
Making Remote Work Work
Austin talked about some agencies treating their VAs more like partners than just staff, which I think is a brilliant approach. Instead of keeping them in the dark, successful agencies integrate VAs well into their operations, treating them like any other part of the team. The value of building a strong, communicative relationship with remote staff cannot be overstated.
To tie it all together, Austin introduced the idea of using their latest tool, TurboDial, which integrates seamlessly with AgencyZoom. It’s designed to help remote staff manage calls and communications, offering yet another way to improve efficiency within agencies using remote workers.
Whether you’re just starting to consider remote staffing options or you’re looking to refine how you’re already doing it, engaging with experts like Austin and his team can provide the resources and support you need. The modern insurance agency is evolving, and embracing tools and techniques like these could make all the difference. Remember, it’s not just about cutting costs; it’s about making your agency as efficient and effective as possible.