Our Solution, Their Success

Fallgatter Rhodes Insurance Services, a 30-employee agency out of CA, was looking for ways to improve efficiency, especially related to monotonous admin work. Managing carrier notifications, tracking cancellations, and ensuring seamless servicing operations were time-consuming and prone to errors (at the top of the list of things to automate). After discovering Adapt at a NetVU conference, the agency implemented the software to streamline its processes and ultimately reduce the busy work associated with servicing.

Handling policy updates and cancellations required extensive manual effort. Employees and virtual assistants (VAs) spent 6 to 8 hours daily logging into multiple carrier portals to retrieve memos, check cancellations, and update records. Missing a renewal notice could leave clients uninsured, especially in California’s volatile market. The lack of a centralized system led to inconsistent tracking, errors, and potential E&O risks. Skilled employees were bogged down with data entry tasks instead of focusing on policy management and customer service.

The implementation of Adapt led to substantial improvements in efficiency, accuracy, and overall agency performance:

Time Savings:

• Virtual assistants’ workload dropped from 6-8 hours per day to just 1 hour, allowing them to focus on higher-value tasks.
• Employees no longer had to manually retrieve memos or log into multiple carrier portals, saving dozens of hours per week.

Reduced Errors & Cancellations:

• Previously missed cancellations and unexpected non-renewals—such as a $150,000 Mercury Auto account—were completely eliminated.
• The agency prevented coverage lapses, minimizing E&O risks and improving customer retention.

Workforce Optimization:

• Adapt shifted administrative work to automation, allowing account managers to focus on policy servicing, client engagement, and risk assessment.
• VAs were trained for more complex tasks, such as handling endorsements, processing policies, and assisting in risk placement.

Cost Efficiency:

• The agency saved thousands of dollars in operational costs by reallocating work and reducing dependency on manual labor.
• Adapt is 20% of the cost of the prior process without even considering the productivity gains.

Increased Client Satisfaction:

• Faster notifications and proactive bill payment reminders reduced customer frustration and improved overall service quality.
• The team is now exploring AI-driven customer texting capabilities to further enhance communication.

Adapt automated carrier logins and data retrieval, eliminating the need for manual updates. The software seamlessly attached documents to AMS 360, created suspense activities, and improved task tracking. Real-time alerts ensured that cancellations were proactively addressed, preventing lapses in coverage. The automation significantly reduced human intervention, allowing VAs to shift from manual data entry to more strategic tasks.

Paradox Insurance isn’t your typical agency. Instead of trying to be everything to everyone, they’ve built a boutique, tech-forward approach that specializes in hard-to-place commercial insurance—think security firms, custom manufacturing, and high-risk industries.

Dean Giem, the agency’s founder, believes that technology should do the heavy lifting so his team can focus on solving complex insurance challenges for their clients.

From the start, automation was a core part of their strategy. The agency used tools like AgencyZoom, AMS 360, and Zapier to streamline operations, but there was still one major bottleneck: tracking policy cancellations and non-payment notices manually.

Staff spent hours every week combing through carrier portals, pulling data, and following up on potential lapses—something that could cost clients their coverage and force expensive rewrites. To solve this, they brought in Adapt, a tool designed to automate carrier notifications, eliminate human error, and keep policies on track.

Managing policy updates, cancellations, and claims manually was frustrating, inefficient, and prone to errors. Some of the biggest issues included:

• Too Much Time Spent on Admin Work: Staff spent 8-16 hours per week checking portals for canceled non-pay notices, instead of focusing on client service and renewals.
• High Risk of Policy Lapses: Many of their accounts were in the E&S market, where a single missed payment could mean weeks of searching for a replacement policy—often at higher premiums.
• Inefficient Talent Utilization: Employees were handling repetitive, manual work, instead of using their expertise to build client relationships and strategize complex insurance placements.
• Lack of Full Tech Integration: While the agency had a strong tech stack, they needed Adapt to seamlessly communicate with AgencyZoom and AMS 360 to truly automate workflows.

The agency needed a smarter way to track carrier notices, streamline renewals, and free up their team to focus on high-impact work.

Dramatic Time Savings: Staff reduced their time spent checking carrier notices from 16 hours per week to just a few minutes. This freed up entire workdays for more strategic, high-value tasks.

Stronger Client Protection: Before Adapt, the agency had to manually track non-payment cancellations—a process that sometimes missed critical deadlines. Now, no client falls through the cracks, reducing policy lapses and expensive rewrites.

Error Reduction & Risk Mitigation: By automating non-payment tracking and claims follow-ups, Adapt eliminated human oversight errors, reducing the risk of E&O liabilities and ensuring that renewals were caught in time.

Higher Efficiency & Better Talent Utilization: Instead of hiring more admin staff, the agency reallocated resources to higher-level strategic roles, investing in sales, underwriting expertise, and deeper client relationships.

Competitive Edge in the Industry: The agency’s automation-first approach has not only impressed carriers but also attracted top-tier talent who want to work with a tech-savvy, forward-thinking firm.

Scalable Growth Model: With Adapt in place, Paradox Insurance is expanding into new markets without worrying about increasing administrative burden. The agency can take on more clients without sacrificing efficiency or service quality.

Future Innovations & Expansion: Looking ahead, Paradox Insurance is exploring AI-powered OCR tools to further automate E&S market data processing, ensuring that policy details from wholesale MGAs and specialty carriers flow seamlessly into their AMS. By leveraging Adapt’s automation capabilities, Paradox Insurance has transformed its operations, proving that technology and human expertise work best when combined.

Integrating Adapt into the agency’s existing tech stack transformed how they handled carrier communications and policy management. Key benefits included:

• Automatic Carrier Updates: No more logging into multiple portals—Adapt pulled cancellations, reinstatements, and policy changes in real-time.
• Error Prevention & Compliance: Automated tracking of non-payment notices and claims follow-ups meant nothing slipped through the cracks.
• Seamless Integration with AgencyZoom: Adapt’s ability to work alongside Zapier and automation tools streamlined how the agency communicated with clients, reducing manual outreach and missed deadlines.
• Better Use of Staff Time: Instead of chasing down carrier notices, employees focused on business growth, risk analysis, and client engagement.

Adapt didn’t just save time—it allowed the agency to work smarter, prevent costly errors, and maintain strong relationships with both clients and carriers.