Superheroes Behind the Scenes: How VEs Power The Insurance Alliance
When most people picture agency success, they think of producers closing deals or owners leading strategy. But the truth is, the real superheroes often go unseen. They’re the ones issuing COIs, handling renewals, fielding client calls, and keeping operations moving without a hitch.
In this webinar, Jason Cass, agency owner of The Insurance Alliance and CEO of Virtual Intelligence, pulled back the curtain on the virtual employees (VEs) who keep his agency running. Rather than theory, attendees heard directly from the people doing the work every day and learned how their “superpowers” are transforming service, efficiency, and growth.
The Power of Process and People
Jason opened by explaining the foundation that makes his agency unique. With a younger, tech-forward team and a four-day workweek structure, The Insurance Alliance is proving that productivity doesn’t have to come at the expense of balance.
By building strong processes, leveraging automation, and assigning the right tasks to the right roles, his team works fewer hours but produces more output. “We don’t burn people out, we empower them,” Jason shared.
Meet the Superheroes
Each VE plays a critical role in maintaining both service and growth.
Marvin – The Guardian of Renewals
Managing a $7 million commercial book is no small task. Marvin handles renewals, certificates, endorsements, and supports producers by removing time-consuming, non-licensed tasks from their plates. His ability to keep operations flowing frees licensed staff to focus on client advising and closing new business.
Sophia – The Claims Protector
Sophia built an entire claims department from scratch. By organizing processes and improving client touchpoints, she has elevated customer experience and created a system that now runs smoothly day-to-day. With time freed up, she is expanding into proactive outreach and cross-selling.
Ivana – The Voice of the Agency
Often the first point of contact, Ivana sets the tone for every client interaction. She answers calls, handles billing questions, assists with claims, and ensures follow-ups never fall through the cracks. Her work creates a seamless experience from the very start.
Lordlyn – The Automation Hero
From managing pipelines in AMS360 and AgencyZoom to streamlining renewals and personal lines quoting, Lordlyn ensures no task is left behind. She processes 50+ tasks a day while leaning on automation, templates, and AI to keep service fast and consistent.
Why This Matters
The takeaway isn’t just that Jason has a strong team, it’s that any agency can replicate this model. The secret lies in delegation and design:
- Licensed staff should focus on licensed work.
- Repetitive, process-driven tasks should be handled by skilled VEs.
- Automation should support, not replace, people.
By routing tasks through the right systems and empowering VEs with clear ownership, agencies can dramatically improve both productivity and culture.
Key Takeaways
- VEs Unlock Licensed Capacity – Producers and CSRs can focus on high-value work when non-licensed tasks are reassigned.
- Claims Deserve Dedicated Ownership – A structured claims process elevates client experience and reduces stress on the team.
- First Impressions Matter – The person answering the phone sets the tone for the entire client journey.
- Automation Multiplies Efficiency – With pipelines, templates, and AI, teams can handle more without working more.
- Culture Fuels Retention – When employees see a career path, have balance, and feel valued, they stay—and they thrive.
Ready to See Your Superheroes?
The Insurance Alliance isn’t unique because they have VEs. They’re unique because they designed a system that allows those VEs to shine.
If your licensed team is still bogged down in COIs, endorsements, or billing questions, it’s time to rethink your workflow. Virtual Intelligence can help you find the right talent, set up systems, and give your hidden superheroes the stage they deserve.