Agency Procedures Manual Index A sample of what the manual contains
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1 Agency Procedures Manual Index A sample of what the manual contains Offered to you by the Massachusetts Association of Insurance Agents 91 Cedar Street Milford, MA Tel: 508/ Fax: 508/ Toll Free: 800/ info@massagent.com Produced by The Moberg Group Success with a Plan Courthouse Square 93 Church Street, Suite 206 Franklin, NC Tel: 828/ Fax: 828/ Toll Free: 800/ info@moberggroup.com All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or by an information storage and retrieval system without the written permission or The Moberg Group, Inc., except as required for customization, copying, and distribution within the buyer s office(s) for their internal use.
2 GENERAL AGENCY PROCEDURES Automation Policy. Credit and Collection Policy and Procedures... Statement of General Policy Client Payment Options Insurance Policy Delivery to Client Assigned Risk Policies Advances to Companies on Behalf of Clients Accepting Payment Past Cancellation Period Applying Credits Cash Handling Procedures Producers' Role in Agency Credit Policy Cancellation of Unpaid Accounts Billing and Policy Procedures Collection Procedure Procedures for Clearing of Past Due Receivables Binding Procedures... Guidelines Securing Coverage Internal Control Additional Points General Mail Handling... Mail Delivery Mail Handling Outgoing Mail Claims Processing... Dealing With Insureds and Claimants Dealing With the Company Claims History Claims Mail Handling Summons and Complaints New Reports Workers' Compensation Claims First Party Drafts
3 E&O Procedures... Potential Claims E&O Claims Review Committee E&O Prevention Client & Company relationships Legal Issues Agent Duties Why E&O Occurs E&S/Residual Market Procedures... Suspense System. Record Retention Schedule... Standard Conversation Form Procedures... Telephone Transactions Procedures... Taking Messages Members of Families of Agency Personnel Fax Procedures Electronic Communication Procedures.. Electronic (E) Mail Procedures Internet Procedures
4 COMMERCIAL LINES WORK FLOW & PROCEDURES Lead Development... Quotation Work Flow & Procedures... New Business Work Flow & Procedures... Renewal Work Flow & Procedures... Section A - Section B - Section C - Renewal Review Renewal Not Received Prior to Expiration Date Renewal Policy Received Prior to Expiration Date Endorsement Work Flow & Procedures... Cancellation Work Flow & Procedures By Insured Agency Billed Non-Pay Direct Bill Non-Pay Company Issued, Non-Renewal & All Other Reporting Policies Work Flow & Procedures... Audit Work Flow & Procedures... Final Audits Interim Audits Checking and Verification Work Flow & Procedures...
5 COMMERCIAL LINES LEAD DEVELOPMENT WORK FLOW & PROCEDURES A lead is identified as a qualified prospect. Determine the following when considering this potential client: a. Can the prospect be written profitably? b. Are there coverage problems or areas which may cause difficulty in securing a market? Producers are to maintain their own prospect expiration files. The Producer, contacts the prospect to: a. Verify interest in obtaining a proposal. b. Set an appointment to discuss the risk and qualify the prospect. Create a prospect file with the client name and include the following items: Prospect name and address Standard Conversation Form Client Exposure and Coverage Checklist New Business Marketing Request Completed ACORD forms During the sales appointment the Producer should: All written notes should be placed on the conversation form. a. Complete New Business Marketing Request b. Complete the Client Exposure and Coverage Checklist for the specific lines of business that may be written. c. Complete ACORD application(s) and have insured sign. If permission to quote is not granted, set a suspense for 120 days before the prospect's next expiration date.
6 PERSONAL LINES WORK FLOW & PROCEDURES Quotation Work Flow & Procedures... New Business Work Flow & Procedures... Agency Bill Renewal Work Flow & Procedures... Direct Bill Renewal Work Flow & Procedures... Endorsement Work Flow & Procedures... Cancellation Work Flow & Procedures... Cancellation Requested by Insured Company Issued Direct Notice of Cancellation of Direct Billed Policy (Non-Payment) Company Issued Direct Notice of Cancellation of Agency Billed Policy (Non-Payment) Agency Issued Direct Notice of Cancellation (Non-Payment) Company Issued Direct Notice of Cancellation/Non-Renewal (All Other) Checking and Verification Work Flow & Procedures... Policy Review
7 EMPLOYEE BENEFITS & FINANCIAL SERVICES WORKFLOW & PROCEDURES Introduction... Prospecting... Quotation Work Flow & Procedures... New Business Work Flow & Procedures... Renewal Work Flow & Procedures... Renewal Remarketed Renewal Not Remarketed Individual Life & Health Insurance Workflow & Procedures... Checking and Verification Work Flow & Procedures... E&O Considerations...
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