The Sample Agency Procedures Manual is a template designed for both personal and commercial lines workflow. It is critical that if you decide to implement this manual, you must customize it to your agency’s procedures, and that once customized and implemented, you follow it. Failure to follow your written procedures and to update it when procedures change can result in a client alleging and errors and omissions claim against your agency. We recommend you begin by downloading the template document then read the general instruction for your agency’s management team.
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E&O attorneys say that having good procedures in place is critical in mounting a compelling defense. It can also significantly improve customer service and increase efficiency.
TABLE OF CONTENTS
AGENCY STANDARDS AND POLICIES
AGENCY STANDARDS FOR EACH WORKFLOW
• Cancellation Standards
• Certificate of Insurance Standards
• Claim Standards
• New Business Standards – Personal Lines
• New Business Standards - Commercial Lines
• Policy Change/Endorsement Standards
• Renewal Standards – Personal Lines (PL)
• Renewal Standards – Commercial Lines (CL)
• Telephone Standards
CARRIER DOWNGRADES
DOCUMENTATION
ERRORS and OMISSIONS
ORDERING MVRs
WORKFLOWS
CANCELLATIONS
Agency Standards for Cancellations
Late Payment Notices – Direct Bill
Direct Bill Final Cancellation
Cancellation at the Insured’s Request
CERTIFICATES OF INSURANCE
Agency Standards for Certificates
Issue Certificate of Insurance
Certificates for Excess and Surplus Lines
CLAIMS
Agency Standards for Claims
Direct Reporting of Claims
Taking Claims and Processing Loss Notice
Authorized Repair Shops
Follow Up Claims
GUIDELINES FOR SPECIFIC LINES OF BUSINESS
• Auto Claims
• Property Claims
• Liability Claims
ENDORSEMENTS – see POLICY CHANGES/ ENDORSEMENTS
NEW BUSINESS – COMMERCIAL LINES
Agency Standards for New CL Policies
New Business Steps for Small/SBU Accounts
New Business Steps for Large Accounts
NEW BUSINESS – PERSONAL LINES (PL)
Agency Standards for All New PL Policies
Agency Standards for AUTO Policies
Agency Standards for HOMEOWNERS Policies
Quoting New Business
Application Procedure
New Policy Receipt Procedure
POLICY CHANGES/ENDORSEMENTS
Agency Standards
Request A Policy Change
Process and Review the Endorsement
RENEWALS – COMMERCIAL LINES
Agency Standards
Renewal Steps – Small Accounts
Renewal Steps- Large Accounts
RENEWALS – PERSONAL LINES
Agency Standards
Downloaded Direct Bill Renewals
Non-Downloaded Renewals
Account Review Procedure