The PIA E&O Advantage Series

Protecting Your Agency

Who Was Supposed to Handle That?

Process Strategies That Can Help Protect Your Agency

November 12, 2026 | 2:00 PM ET | Virtual

Strong agencies rely on strong processes.

When workflows are inconsistent, unclear, or incomplete, E&O exposure increases. Tasks can fall through the cracks, important follow-up can be missed, and responsibilities can become blurred between team members. Too often, E&O issues arise not because someone intended to make a mistake, but because the process failed to support the work.

Join PIA for Session 2 of The PIA E&O Advantage Series: Protecting Your Agency, a practical webinar focused on agency processes and the role they play in reducing E&O exposure.

In this session, Who Was Supposed to Handle That?, we’ll explore how agencies can build more consistent, reliable workflows for everyday client service and internal operations. From new business and renewals to endorsements, cancellations, claims questions, and internal handoffs, participants will examine common breakdowns that create risk and learn strategies to help prevent them.

We’ll also look at how tools such as automation, calendars, CRM/task systems, checklists, AI, and recorded phone calls can support better consistency and accountability across the agency.

What We’ll Cover

• Why inconsistent processes create E&O exposure
• New business workflow
• Renewal workflow
• Policy changes and endorsements
• Cancellations and nonrenewals
• Claims and coverage questions
• Follow-up and outstanding items
• Handoffs between producers, CSRs, and other team members
• Using automation, calendars, CRM/task systems, and checklists
• Specific use of AI
• Specific use of recorded phone calls
• How to avoid “I thought someone else handled it”

Participants will leave with practical ideas for strengthening agency workflows, improving consistency, and reducing process-related E&O risk.

Continue the Series

The PIA E&O Advantage Series: Protecting Your Agency is a three-part webinar series designed to help independent insurance professionals strengthen their practices, reduce exposure, and better protect their agencies.

Series Schedule

• Session 1: October 28, 2026 | If It Isn’t Documented, Did It Happen?
• Session 2: November 12, 2026 | Who Was Supposed to Handle That?
• Session 3: January 14, 2027 | Did the Client Hear What You Meant?

Register today and join us for Session 2.

Register Now