 By Kent Sullivan
Insurance Commissioner
State
agencies are often accused of missing the forest for the trees. In fact,
I’ve probably said that on occasion myself. But the opposite also can be
true. Agencies can be so focused on measuring and improving overall
results that they lose sight of individual consumers and their needs.
At the Texas
Department of Insurance, we’re focused on improvements at both the macro
and micro levels. We want better systems and processes so we can improve
the consumer experience.
The Texas
insurance market is now the second largest in the nation and the eighth
largest in the world. Just look at the growth in a few areas over the
last 10 years:
- 76% increase in agent and
adjuster licenses.
- 73% increase in Help Line
calls.
- 80% increase in claim
payments.
I recently
talked to our staff about how this growth puts pressure on our agency to
keep pace. We’re doing that with a major push to modernize the agency.
We also
discussed the need to remain focused on our core mission to protect Texas
consumers. It’s critically important that we use technology better and
update our processes, but we must always be mindful of why
those things are important. Answering calls faster, using artificial
intelligence to help review policy language, improving our ability to
analyze large amounts of data – all these modernization efforts are
increasingly essential to allow us to regulate a market that is as large
and complex as this one.
Good
organizations are always looking at ways to become better. If you have an
idea to help us improve our service, please drop me a line at commissioner@tdi.texas.gov.
And if you’re interested in the changes we’re making, you can watch a video of our recent staff
meeting on our core principles.
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