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Five Ways Insurance Agents Can Reduce E&O Claims

Errors & Omissions (E&O) claims are one of the biggest risks independent insurance agents face. Even a small oversight can lead to significant financial loss, damaged reputation, and long-term consequences for your agency. The good news? Most E&O claims are preventable with strong processes, consistent communication, and proactive risk management.

Here are five practical ways insurance agents can reduce E&O exposure and how Kansas PIA helps you stay protected.

1. Document Every Interaction Clearly

Poor documentation is one of the leading causes of E&O claims. Every conversation, coverage decision, client refusal, and recommendation should be recorded in writing.

Best practices:

• Use your agency management system to log conversations

• Send follow-up emails summarizing key decisions

• Keep signed declinations for optional coverages (like umbrella or flood)

Documentation doesn’t just protect you .it strengthens client understanding.

How Kansas PIA Helps:
We offer guidance and training on documentation standards that reduce your risk and strengthen compliance.

2. Never Assume a Client Understands Their Coverage

Clients often believe they are “fully covered,” even when they decline essential endorsements. Agents lower E&O risk when they take the extra time to explain what coverage does and what it does not include.

Best practices:

• Review exclusions, sub-limits, and deductibles

• Provide clear examples of real-life claim scenarios

• Ask clients to repeat back their understanding

Clear communication prevents misunderstandings and future claims.

How Kansas PIA Helps:
Our education programs help agents improve coverage explanations, communication skills, and risk discussions.

3. Use Checklists for Consistency

Checklists are one of the most powerful tools to prevent E&O claims. They ensure every agent, CSR, and producer follows the same process and doesn’t miss critical questions.

Best practices:

• Use checklists for personal lines and commercial lines quoting

• Develop renewal checklists to identify changes in risk

• Require sign-offs for high-risk coverages

Agencies that use checklists significantly reduce service errors.

How Kansas PIA Helps:
Members gain access to best-practice tools and operational resources that support consistent workflows.

4. Conduct Proactive Renewal Reviews

Many E&O claims arise at renewal because coverage is rolled over without discussion. Clients’ lives and businesses change coverage should too.

Best practices:

• Schedule pre-renewal meetings

• Ask about new assets, business operations, or changes in risk

• Review limits to ensure they match current needs

• Offer optional or higher limits, even if the client previously declined

A proactive review builds trust and reduces your exposure.

How Kansas PIA Helps:
We provide renewal scripts, training, and communication tools that help agents run effective review meetings.

5. Stay Current With Ongoing Education

Coverage forms, carrier appetites, and regulations evolve constantly. Agents who continuously update their knowledge reduce the likelihood of mistakes.

Best practices:

• Take regular CE courses, even beyond what’s required

• Attend carrier training webinars

• Join PIA workshops and seminars to stay ahead

The more you know, the fewer mistakes you make and the better you serve your clients.

How Kansas PIA Helps:
We offer unmatched access to continuing education, professional development, and E&O-focused training designed specifically for independent agents.

The Bottom Line

Reducing E&O claims isn’t just about avoiding problems it’s about delivering better service, building trust, and running a stronger agency. Kansas PIA gives you the tools, training, and support to protect your business while serving clients with confidence.