Backup and Business Continuity for Insurance Agencies

Clients expect their agency to answer when something goes wrong. That expectation does not change when your office loses power or your AMS goes offline. Business continuity planning keeps your agency serving clients through outages, disasters, and system failures.

Why business continuity matters for agencies

Agencies face a timing problem. The events that disrupt your office, such as severe storms, often trigger a flood of client claims at the same moment. So your plan must hold up exactly when demand peaks.

Renewal deadlines also keep moving during an outage. If staff cannot reach the AMS or carrier portals, policies may lapse and clients may lose coverage. That creates service problems and possible errors and omissions exposure.

Continuity also covers everyday failures, not just disasters. A failed server, a cut internet line, or an AMS vendor outage can stop work just as surely as a storm.

Identify critical systems and set targets

Start by listing the systems your agency needs to operate. Then rank them by how long you can work without each one.

For each system, set two targets. The recovery time objective (RTO) is how fast you need it back, while the recovery point objective (RPO) is how much recent data you can afford to lose.

For example, you might accept losing an hour of email. However, you may need the AMS back within a few hours.

Also, write down how staff will work while each system is down. CSRs might use carrier portals directly for urgent changes while the AMS is unavailable.

Back up everything that matters

Backups form the foundation of recovery. Follow the widely used 3-2-1 approach: three copies of your data, on two types of storage, with one copy offsite.

• Servers. Image-based backups let you restore a whole server, not just files.
• Microsoft 365. Email, OneDrive, SharePoint, and Teams need a separate backup.
• Hosted AMS. Confirm the vendor’s backup schedule, retention, and restore process in writing.
• Other cloud apps. Check whether raters, CRMs, and e-signature tools let you export data.

Test restores regularly. A backup you have never restored is only a hope.

Keep backup copies away from the main office, too. A fire or flood that destroys your server can also destroy a backup drive sitting next to it.

Plan for people, places, and phones

Technology is only part of continuity. You also need a plan for where people will work. Cloud systems and managed laptops let staff work from home if the office closes.

Phones need special attention. Cloud phone systems can reroute the main number to mobile apps within minutes. In addition, a backup internet connection at the office keeps calls and systems running during a provider outage.

Finally, keep a printed contact list for staff, carriers, and key vendors. If email is down, you can still reach the people you need.

Consider how clients will find you as well. A website banner, an updated voicemail greeting, and a social media post can redirect calls and claims quickly.

A business continuity checklist

Use this list to find gaps in your current plan. Then assign each open item to a person with a target date.

1. List critical systems with RTO and RPO targets.
2. Confirm backups exist for servers, Microsoft 365, and cloud apps.
3. Test a full restore at least twice a year.
4. Add a backup internet connection at the office.
5. Confirm staff can work remotely on managed devices.
6. Document phone rerouting steps for an office closure.
7. Print contact lists for staff, carriers, and vendors.
8. Name a decision-maker and a backup who can declare a disruption.

Test and update the plan

A continuity plan needs regular testing. Walk through a scenario with your team, such as a power outage during a hailstorm claims surge. Then note what worked and what slowed you down.

Update the plan whenever you change systems, move offices, or add staff. Also, keep a copy where you can reach it without your network.

Assign one person to own the plan. That person schedules tests, tracks changes, and makes sure new staff know their role. Include your IT provider in exercises, because their response time affects every target you set.

How WEBIT helps

WEBIT helps agencies build business continuity plans that match real recovery targets. We offer image-based server backup with offsite storage, plus Microsoft 365 backup. Learn more about our managed IT services.

Our monthly or quarterly health assessments review backups and risks, and then we walk through the findings with you. Through vCIO advisory, we also help plan and budget for resilience. Contact us to review your plan.

Key takeaways

• Disruptions often arrive when client demand is highest.
• Set RTO and RPO targets for every critical system.
• Back up servers, Microsoft 365, and cloud apps, and test restores.
• Strong business continuity plans cover people, phones, and internet, not just data.