Yorba Linda Insurance Services, a California-based family-owned agency celebrating its silver anniversary, understood that their family-centric, personalized service was their greatest strength. But their old payment process was a major roadblock that actively got in the way of the personalized service they wanted to provide to their insureds.
Before Digital Payments
Before adopting ePayPolicy, the agency relied on severely outdated methods: receiving checks that required manual trips to the bank and processing credit cards through a clunky POS (point of service) machine that “lacked professionalism”, acknowledges Ryan Borak, Vice President. The workflow of running payments, getting a receipt, scanning it, and emailing it was both moving at a snail’s pace and taking away from their core business focus.
The real challenge created by this system was the high stress and delay in binding policies, particularly for large commercial accounts. Under the old process, a policy could not be bound until the funds cleared the bank, which could take days. This created nerve-wracking pressure on the agency, especially when dealing with high-value, six-figure policy premiums.
When clients asked for their binder, the agency was stuck waiting with their hands tied. Ryan notes, “It’s a press for time pretty much. So giving the ease-of-access of someone being able to digitally log online was a lot of stress removed, rather than waiting on the mail five days for it to get there.” This process can become such a tangled mess that it jeopardizes client trust at one of the most critical points of the sales cycle.
A Payments Transformation
This is why the transition to ePayPolicy was a necessary leap forward, transforming the entire client experience by providing a completely friction-free payment path. In a marketplace where every other industry offers instant checkout, the insurance industry is no exception. Today’s clients are already expecting to “pay now”; every organization just may not be meeting the demand yet.
Yorba Linda Insurance Services delivered this with ease by integrating their own “pay now” link directly into their email signatures. They made payments easy, fast, and extremely accessible across all devices. This move eliminated major inconveniences, such as forcing clients to mail checks or even going as far as needing to drive to the physical office. Eliminating obstacles that stood between insureds and payments was critical to securing the sale and being able to establish new client relationships.
Ryan observed first-hand how even minor difficulty could sink a hard-won deal, sharing that, “Sometimes, enough time could kill some deals. And I think with ePayPolicy, it’s like, ‘Oh, click here, click here.’ You’re done in two seconds.” With instant payments and automated receipts, customers reap the rewards of quick transactions and a smoother customer journey from start to finish.
Beyond Time Savings
Beyond obvious time savings, the digital transition restored that sense of professionalism Ryan felt had been missing. The agency replaced their cumbersome credit card machine and manual receipt process with a clean, modern platform, demonstrating that even as a quarter-century-old business, they were fully committed to keeping pace with evolving technology and client needs. The decision for them to choose ePayPolicy was simple, driven by strong recommendations from friends and family in the insurance industry. Reflecting on the impact, Ryan shares that, “Long story short, ePayPolicy has been a godsend for us.”
Yorba Linda Insurance Services is the perfect example of how a simple decision to digitize payments now is the key to massive, long-term operational time savings and dramatically improved client relationships later. In a world where consumers are completely inundated with advertisements of which products are “the best”, word-of-mouth from a trusted peer remains the most valuable endorsement around. That’s why the agency has become a dedicated referrer of ePayPolicy, because they know the product works as promised, with zero fluff, and is trusted by so many others. This organic recommendation is the clearest testament to ePayPolicy’s quality and industry-leading status and is trusted by over 10,000 organizations.
