Free service-work audit for insurance agencies

Ten minutes of questions about your service desk: COIs, endorsements, renewals and the documents you chase. Within 24 hours you get a written audit from [email protected]:

the hours and dollars your CSRs could get back each week (an estimate, with its assumptions)
the top 3 fixes, ranked by hours
a fixed quote for the sprint

We don't need access to your systems or any policyholder information. Please leave client names, policy numbers and claim details out of your answers. Optional fields are marked. How your answers are handled.

Your agency

Agency name

Agency website

State(s) where the agency writes business

What kind of agency?

Mix of your book

Producers (people who sell)

CSRs and account managers (people who do service work)

Other staff (front desk, office manager, bookkeeping)

Who does most of the service work today?

Clients you service (households and businesses, roughly)

Annual written premium, roughly (optional)

Service work in a typical month (rough numbers are fine)

Certificates of insurance (COIs) requested

Endorsements and policy changes requested (vehicles, drivers, mortgagees, addresses)

Policies renewing

New quote requests

Average first-year commission on a new household or account (optional)

Documents you chase from clients (loss runs, signatures, underwriting requirements, discount proof)

Calls and emails from clients asking where something stands

How service work gets done

How soon is a routine request (a certificate or a simple change) usually done?

When do clients usually hear from you about a renewal?

How many times does someone follow up before a document comes back?

Staff minutes per certificate (find the policy, fill it in, check it, send it)

Staff minutes per endorsement or policy change, from the request to confirming it with the client

Staff minutes of prep per renewal (review, requote or remarket, client contact)

Walk us through what happens when a client emails for a certificate or a change. Who does each step?

Roles and steps only. Please don't include client names, policy numbers or claim details.

In your own words: what service work eats the most hours each week?

Please don't include client names, policy numbers or claim details.

Your tools

Agency management system (AMS)

Email and office suite

How do staff text clients today?

How do clients sign applications and forms?

Hourly costs (optional: skip them and we use published wage data for insurance agencies)

Loaded hourly cost of a CSR or account manager (optional)

Pay plus payroll taxes and benefits, per hour worked.

Loaded hourly cost of a producer's time (cost to the agency, not commission) (optional)

Contact

Your name

Your role

Work email

Want a 20-minute call to go over the audit? (optional)

What made you fill this in? (optional)

A line is plenty. It helps us explain the audit better to other agencies.

Your audit arrives within 24 hours from [email protected].

Free service-work audit for insurance agencies

Some answers need fixing

Your agency

Service work in a typical month (rough numbers are fine)

How service work gets done

Your tools

Hourly costs (optional: skip them and we use published wage data for insurance agencies)

Contact