As the insurance market has tightened, more nonprofits and brokers have come to NIA than ever before. In just the past few years, the demand for NIA’s products and services has dramatically increased and shows no sign of slowing. This demand created pressure on how quickly and clearly we could respond, and brokers felt that.
In a short amount of time, we found ourselves in need of systems and processes that could handle higher demand, without slowing down service for brokers and nonprofits. We want brokers to know: That is the reason behind many of the changes we’ve made over the past two years.
We know these changes have affected the day-to-day work of brokers. Brokers are under pressure to move quickly for nonprofit clients. They should be able to count on processes from NIA that are easier to navigate and more dependable. That is exactly what these changes are intended to support.
One example: When NIA was smaller, we could handle nearly all requests by email. That approach is no longer sustainable, as the email volume would overload our staff’s capacity. That’s why we built a case management system, which allows entire teams at NIA to work broker requests more efficiently, and brokers to track their requests as they progress.
NIA exists to help protect nonprofits so they can keep serving their communities. You can expect us to continue that work, adapt to evolving needs, and strengthen how we serve nonprofits and brokers, now and into the future.
We appreciate you working with us as we continue to improve the broker experience.
