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If you’re a business owner in the Southeast, you’ve heard of Scott Insurance, a division of James A. Scott & Son, Inc. For over 160 years, the 100% employee-owned firm has helped organizations protect their people and their bottom line through commercial insurance, employee benefits, and risk management services.
The secret to Scott’s growth lies in its culture, built on genuine partnership and world-class service. Consultants take the time to deeply understand each employer’s unique risks to make data-backed, strategic recommendations year-round (not just during renewal season).
With hundreds of employers on its roster, that high-touch service for every client could easily become unsustainable. That’s why Scott uses ThreeFlow to centralize documentation, collaboration, and communication in one platform, freeing up their teams to focus on what matters most: the client.
Client care and attention are what set Scott Insurance apart from other firms. But as the company grew over the past decade, manual processes that once worked started slowing things down.
Policies and certificates were buried in email threads, making compliance checks and renewals a time sink. Pulling everything together for one client could take hours, and comparing new RFPs against existing plans sometimes stretched into days. With hundreds of accounts in motion and regulations changing constantly, brokers were juggling too much to maintain the same level of responsiveness.
Between managing marketing materials, carrier proposals, and renewal preparation, Deanna’s team was running out of bandwidth. When her manager heard that ThreeFlow could reduce some of the spreadsheet chaos, he asked her to give it a try.
That pilot quickly revealed what the team had been missing: a system that matched their consultative approach. Thanks to ThreeFlow, Scott Insurance’s processes are organized and repeatable, helping-their deliver consistent, proactive service—no matter how full their book of business is.
Maintained a 94% client retention rate
Recognized as a Best Practices Agency by the Independent Insurance Agents & Brokers of America
Earned a spot on The Hale Report’s Top 100 Brokers List
Working with ThreeFlow, Scott Insurance:
Before ThreeFlow, brokers were in survival mode, managing 10 to 30 clients each, most with the same 1/1 effective date.Even if Q4 went smoothly, key details that were never documented—or were buried in folders no one could find—would resurface months later, and brokers would have to remind themselves of:
With ThreeFlow, renewal notes, client feedback, and policy documents are all in one secure, easily accessible place. As soon as a proposal is marked as sold in ThreeFlow, the next renewal is automatically scheduled.Teams can work backward to plan their year, scheduling client and carrier meetings, reviewing compliance items, and addressing potential rate changes well before deadlines roll around.
Before ThreeFlow, compliance felt a lot like homework. Tracking down documents in multiple systems and shared drives was time-consuming, repetitive work that left plenty of room for small mistakes that could bubble up down the line.
Now, compliance is built into Scott’s workflows. Each carrier comment, policy, and certificate flows directly into ThreeFlow, so nothing gets lost or overlooked. “Plus,” Deanna says, “We can use the ThreeFlow system to automatically run a policy audit, which is super efficient and time-saving."
Consolidating from multiple systems to one system, brokers can spot open items right away and work with clients to close them out as quickly as possible, helping employers avoid fines (and prevent the same issues from happening again next year).
Prior to using ThreeFlow, brokers had to solicit renewals from carriers, send new requests to market, track every update, and translate the results into language clients could understand—all by hand in a high-stakes environment.
Today, carriers upload renewals directly into ThreeFlow, so brokers can see where each case stands at a glance. When a renewal comes in too high, the team can go back to market in minutes, sending RFPs and gathering all responses in one view.
Scott brokers can even export their analysis in the layout clients are used to seeing—a small but important detail: “We wanted the RFP export output to look more like our Scott template. So the ThreeFlow team created a macro for us so our teams have what they need to present data in the exact format our clients expect.”
Deanna adds, “Any time we need something from ThreeFlow or notice something could be better, we’ve brought it to the team, and they’ve made those changes.”
Every renewal and rate discussion demands diligent follow-up and documentation, and everyone is trying to move at a breakneck pace to get things done.
ThreeFlow gets and keeps everyone on the same page. Once a client decision is made, brokers mark the proposal as sold in the system, which automatically closes out marketing activities, notifies the carrier, and queues up next steps for either a new implementation or as-is renewal.
Beyond efficiency, ThreeFlow’s Insights gives Scott Insurance brokers a new level of visibility into performance.
ThreeFlow continues to invest in API integrations and AI to streamline even more of the carrier communication and client service lifecycle, giving brokers the data to negotiate confidently and the time to deepen their relationships.
“At this time, we have not made the full transition to all of our systems talking to each other,” Deanna admits. “But we’re hoping to get there in 2026 to remove the few extra steps we have in our day-to-day workflow.”
But that will be icing on the cake. By using ThreeFlow as its benefits placement system, Scott Insurance has already managed to scale its consultative model while maintaining the personal service that has defined its company for more than a century.
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