For independent agency owners and office managers · 3–30 staff
Service work off your CSR, so your producers can sell.
COI requests, endorsements, loss runs, “any update?” calls and renewal prep, wired around the systems you already pay for: Applied Epic, EZLynx, HawkSoft, AMS360, QQCatalyst, AgencyZoom and Outlook. Keep your AMS and your carrier portals. Then we measure the time it gives back to your CSRs each week, in dollars, before and after.
Get the free audit How it works
10-minute form · no policyholder data · written audit within 24 hours · no call required
Sound familiar?
- Your one CSR is first on the phones, and also handles the COIs, endorsements, mortgagee changes and renewal calls. New quotes wait.
- A certificate request comes in by email at 4 p.m., missing the holder's address. Someone stops what they're doing to call back.
- The underwriter wants loss runs, a signed application and proof of the roof update. Each one gets chased by phone and email, one follow-up at a time.
- A client calls twice to ask whether the vehicle change went through, because nobody told them it did.
- The renewal comes in much higher, and the client hears it from the carrier's notice before they hear it from you.
None of this needs a producer's judgment, but it eats the hours they'd spend selling. The fix is mostly plumbing around your AMS: a request form that gets everything the first time, the right message at the right time, and a list that doesn't depend on somebody remembering.
The outcome: time back for your CSRs each week, stated in dollars
Before we build anything, we take a two-week baseline: a two-minute daily time log for the people who do the service work, plus counts and dates from your AMS (request received, certificate sent, change confirmed, document received). Thirty days after delivery we measure the same way again.
The staff hours recovered per week, multiplied by the loaded hourly cost of the people whose time it frees, is the number we're held to.
What we measure
- Staff minutes per certificate and per endorsement
- Time from request to certificate sent or change confirmed
- Follow-ups made by hand on loss runs, signatures and underwriting requirements
- “Where does it stand?” calls and emails from clients
- Renewals reached before the carrier's notice
Illustrative estimate, not a result
200 certificates, policy changes, document chases, status calls and renewals a month × 6 staff minutes saved on each = 20 hours a month, about 4.6 hours a week of CSR time, roughly $660 a month at $33/hour.
Assumes 6 minutes saved on each item, on average, across the request forms, the follow-ups that send themselves, the status notes and the renewal list, and $33/hour: the median customer service representative at a US insurance agency or brokerage ($22.23/hour, BLS, May 2025) plus about 46% for taxes and benefits (BLS ECEC). Your audit replaces every number here with yours and shows its assumptions.
Step 1: the free audit
A written audit of where your CSRs' hours go on service work, and what it would take to get them back. Free. No policyholder data and no access to your systems. No call required.
Fill in the 10-minute form
Team size, your book, monthly COIs, endorsements, renewals and document chases, the tools you use, and where you think the hours go. No client names or policy numbers.
We pick the work with the most hours back
Usually certificates, endorsements, document chasing, status updates and renewal prep. If your biggest time sink is elsewhere, such as following up on quote requests, the audit says so.
Get the written audit within 24 hours
The staff hours and dollars recoverable per week (an estimate, with every assumption shown), the top 3 fixes, and a fixed quote. Reviewed by Frank before it's sent.
Step 2: the sprint
A fixed-price build of the service work around your agency's own systems. A licensed person at your agency approves every client-facing message and template before anything goes live.
What gets built
COI requests in minutes
A request form that collects the holder, the policies and any special wording the first time, the certificate tools and client portal your AMS already has switched on, and a turnaround rule clients can see. Special wording goes to a licensed person.
Endorsements complete the first time
A change request form for each type of change (vehicles, drivers, mortgagees, addresses), an activity on the client's record in your AMS, and a “done” note once the carrier has processed it. The carrier-portal work stays with your staff.
Document chasing on a schedule
Loss runs, signatures, underwriting requirements and discount proof requested from a template and followed up on a schedule tied to the carrier's deadline, with a paper path for clients who sign on paper.
“We're on it” status updates
A short note when a request comes in, when it's waiting on the carrier, and when it's done, from your agency's number and email, so clients stop calling to ask.
Renewal prep before the carrier's notice
The renewal list pulled early, requote reminders for the accounts that need them, and the comparable-options email or a “why your premium went up” note, written by your licensed person, sent before the carrier's notice.
Before-and-after report
The staff hours and dollars recovered per week, measured the same way before and after, on one page.
Founding price
$2,500
Fixed. No hourly billing, and never priced per policy or as a share of commission. The price rises 20% after every 5 sales; the next price is $3,000.
5–10 hours of senior-engineer time from Frank (principal software engineer, 17 years), plus AI build work that he reviews. The build is done with made-up test data, never your clients' information.
The guarantee
if the agreed weekly hours target isn't reached within 30 days of delivery, we keep building at no charge for up to 60 more days. If it still isn't reached, you get a full refund
The weekly hours target is agreed in writing before the sprint starts, based on your two-week baseline.
What we don't build
Testata builds the plumbing around your service desk. Selling, advising and binding stay with your licensed staff.
No AI answering your phones
A person at your agency still answers every call. What runs in the background is the follow-ups, acknowledgments, document requests and renewal reminders.
No coverage advice or quoting decisions
Automated messages are acknowledgments, document requests and status notices your agency writes and approves. Anything about coverage, options or recommendations goes to a licensed person.
Nothing that binds coverage
Nothing we build binds, changes or cancels a policy. Carrier portals and binding stay with your licensed staff.
No new AMS, no new rater
We don't replace your agency management system or your comparative rater. The work is built around the systems you already pay for.
If the audit finds that your biggest time sink is on this list, it will say so and won't quote it.
Policyholder data
Your clients' information is covered by privacy and data-security rules for insurance licensees. The work is set up so it never has to leave your agency's systems.
- The free audit needs no policyholder data. No names, no policy numbers, no access to your systems: only your answers about volumes, team, tools and time.
- Everything runs in accounts your agency owns. Your AMS, your Microsoft 365 or Google Workspace, your texting and e-signature accounts. We work through a user account your agency creates, with the least access the work needs, and you can switch it off at any time.
- Policyholder data stays in your systems. We don't copy it to Testata's computers or accounts. We build and test with made-up data.
- No training on your clients' data. We never use your data to train an AI model. Any AI feature we switch on runs under your agency's own account and terms, which you review before it's turned on.
- Your licensed staff stay in charge. A licensed person approves every client-facing message and template, and decides what goes live. We sign your confidentiality terms, or our insurance-agency addendum, before any access.
Many states have adopted the NAIC Insurance Data Security Model Law, which asks agencies to oversee the service providers that touch nonpublic information. With every build we give you a plain list of what each tool does, what data it touches, where that data is stored and who can see it.
After the build: upkeep
Carriers, forms and your process change. After the build we quote a monthly upkeep: keeping the forms, messages and automations working, and adjusting them as your service desk changes. The first 30 days after delivery are included in the sprint.
Questions
Do you need access to policyholder data for the audit?
No. The audit uses only your answers to the form: volumes, team size, tools and minutes. Please don't include client names, policy numbers or claim details.
For the sprint, we work through a user account your agency creates in your own systems, with the least access the work needs, and you can switch it off at any time. We sign your confidentiality terms, or our insurance-agency addendum, before any access.
Which systems do you build on?
The ones you already pay for, including Applied Epic, EZLynx, HawkSoft, AMS360, QQCatalyst and AgencyZoom, plus Microsoft 365 (Outlook, Forms, Power Automate) and Google Workspace. Often part of the work is switching on what your AMS already includes, such as certificate tools or a client portal. Using something else? Say so in the form.
Is this an AI receptionist?
No. A person at your agency still answers the phone. What we build runs in the background: the request forms, the acknowledgments, the document follow-ups, the status notes and the renewal reminders.
Will any of this give coverage advice?
No. The automated messages are acknowledgments, document requests and status notices your agency writes and approves. They never say what a policy covers, recommend a coverage, or confirm a change before the carrier has processed it. Anything about coverage goes to a licensed person.
Is it OK to text clients?
Usually, with care: only clients who agreed to texts, from your agency's business number rather than a personal cell, with a way to opt out that works and quiet hours respected. We build in the consent field, opt-out handling and a 9 a.m. to 8 p.m. window; a licensed person at your agency approves the final wording. This isn't legal advice: check your state's rules.
What about E&O?
Every automated text and email goes out from your agency's number and email and is saved on the client's record, so there's a record of what was sent instead of a message on someone's personal phone. Nothing automated gives coverage advice, and a licensed person approves anything about coverage. We don't claim this lowers your E&O exposure: ask your E&O carrier about your own setup.
We already pay for an AMS. Why would we need this?
Most of what's needed may already be in your AMS or its add-ons, but someone has to set it up, write the forms and messages, connect the steps, set the stop rules and keep it working. The sprint does that in the tools you already have, and measures the hours it gives back.
Wouldn't hiring another CSR fix this?
Sometimes it's the right call, and if your numbers say so, the audit will too. The sprint takes the repetitive part of the service work off the CSR you already have, for a fixed price instead of a salary, and the guarantee is tied to the hours it measurably gives back.
Who actually does the work?
Frank J., a principal software engineer with 17 years of experience, runs the audit, designs the build and reviews every change. AI agents do the build work under his review, using made-up test data, never your clients' information. You deal with him directly.
How is the dollar figure calculated?
Staff hours recovered per week × the loaded hourly cost of the people whose time it frees. You give us the costs, or we use published wage data for US insurance agencies and brokerages (U.S. Bureau of Labor Statistics) plus taxes and benefits, and say so. Every figure in the audit is labeled as an estimate with its assumptions until the after-report measures it.
What happens after the audit?
You read it and decide. If you want the sprint, reply to the email. If not, keep the audit and use it however you like.
Start with the free audit
Ten minutes of your time, no policyholder data. A written audit within 24 hours with the hours, the dollars, the top 3 fixes and a fixed quote.
I'm Frank. I find where your CSRs' hours go between the request and the “done”, design the fix around your AMS, and review every change the AI agents build. No middlemen, no hand-offs: you deal with me directly.
Frank J. — principal software engineer, 17 years