Supercharging Broker Operations: How Coverflow Grants Sterling Thompson a Competitive Edge

Sterling Thompson Company is a Kentucky-based, full-service firm with over 50 agents and $100M+ in premium flow, specializing in Personal and Commercial insurance. Sterling Thompson strives to be the leading provider of insurance and risk management services through professional expertise, innovative solutions, and a client-first philosophy.

Challenge

Cumbersome and manual processes for policy checking and proposal generation made it difficult to provide each client with the thorough renewal reviews they deserved. Comparing lengthy policy documents by hand posed a significant challenge to ensuring full coverage transparency. Despite their dedication, the team often relied on carrier notices to stay updated, simply due to capacity constraints. The team recognized the need for change and pursued a solution that would free up time for proactive client engagement.

Solution

By implementing Coverflow, Sterling Thompson transformed their approach to risk mitigation, client service, and operational efficiency. Coverflow’s comprehensive policy analysis enabled the team to automate policy reviews across their entire book of business, helping to proactively identify coverage gaps, mitigate E&O exposure by 75%, and ensure greater accuracy. Most importantly, Coverflow provided a scalable path to growth, allowing Sterling Thompson to double down on new business efforts and existing client touch-points without increasing headcount or sacrificing personalized service.

Results

Since adopting Coverflow, Sterling Thompson has experienced significant operational improvements improvements. Time spent on administrative policy and quote checks has dropped by 75%, freeing up the team to focus on proactive client outreach and strategic advising. Furthermore, Coverflow’s powerful analysis tools ensure that every customer’s coverage is thoroughly reviewed, identifying gaps early so the team can take action before issues arise.

As a result, they have seen increased transparency, stronger client trust, and higher overall satisfaction. With Coverflow, Sterling Thompson is able to deliver a consistently high standard of service at scale, without adding overhead, giving them a clear edge over the competition.

"By using Coverflow, we're steps ahead of the competition — from both an efficiency standpoint and a better client experience."

Nikki Young
CIC, CISR, Director of Personal Insurance, Sterling Thompson