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AGENCY TOOLS MANUAL CONTENTS
OVERVIEW OF FEATURES
SYSTEM INFORMATION
SERVER INFORMATION
NETWORK HARD DRIVE INFORMATION
NETWORK HARD DRIVE INFORMATION
NETWORK CARD INFORMATION
HARD DRIVE CONTROL INFORMATION
MANAGEMENT SYSTEM INFORMATION
TAPE BACKUP INFORMATION
WORKSTATION WORKSHEET
INTERNET & E-MAIL ACCOUNTS
INFORMATION SECURITY POLICY (SAMPLE)
ACKNOWLEDGMENT OF INFORMATION SECURITY POLICY (SAMPLE)
DATA CHECKING
SCANNING
ACTIVITY CATEGORIES
AUDITING
SYSTEM USE AUDIT
STANDARD AGENCY PROCEDURES - SAMPLE
SYSTEM AUDIT CHECKLIST:
GUIDELINES TO PROTECT AGAINST SYSTEM FAILURE
T-FILING OR E-FILING Q&A
DUAL MONITOR SETUP
ACCOUNTING
WEBSITE DESIGN CHECKLIST
CHAPTER 2 - AGENCY MANAGEMENT
AGENCY PERPETUATION
FIVE YEAR BUSINESS PLAN - SAMPLE
BUY/SELL AGREEMENT (SAMPLE)
CHAPTER 3 - EMPLOYEES
EMPLOYEE MANUAL GUIDELINES
EMPLOYEE MANUAL - SAMPLE
REQUEST INFO FORM - EMPLOYEE MANUAL
EMPLOYEE MANUAL CHANGE FORM
ENROLLMENT FORM COMPLETION
JOB DESCRIPTIONS
CUSTOMER SERVICE AGENTS (CSA)
CSA ASSISTANT/PROCESSOR
PRODUCER
SYSTEM ADMINISTRATOR
CLAIM HANDLER
5 YEAR EMPLOYEE INCENTIVE TRACK
EDUCATION SCHEDULE
BLANK TIME SHEET - SAMPLE
CUSTOMER SERVICE TEST - SAMPLE
EMPLOYEE REVIEW FORM
EMPLOYEE GOAL SETTING
EMPLOYEE NON-COMPETE AGREEMENT
EXERCISES
CHAPTER 4 - SALES TOOLS
CSR FAST TRACK SALES TRAINING
DOING OUR BEST FOR OUR CUSTOMERS & INFORMATION GATHERING
SELLING BASICS
TOP 5 QUOTES FROM ZIG ZIGGLER
KEYS TO EFFECTIVE PROSPECTING
SALES CLOSING
GENERAL NOTES ON CLOSING
SAMPLE FACT FINDERS
PROPERTY & CASUALTY-PERSONAL LINES FACT FINDER
HEALTH INSURANCE FACT FINDER--GROUP
HEALTH INSURANCE FACT FINDER-INDIVIDUAL
COMMERCIAL LINES FACT FINDER
GENERAL CONTRACTOR FACT FINDER
INSURANCE REVIEW- PERSONAL LINES
MOTORCYCLE
BOAT OWNERS
SNOWMOBILE QUOTE SHEET
COMMERCIAL APPOINTMENT FACT FINDER
GROUP MEDICAL BENEFITS LETTER - SAMPLE
MORTGAGEE FAX
FAX COVER SHEET
SOMETHING RIGHT REPORT FORM
SOURCES CITED
Sources and materials used in the compilation of this manual include, but
are not limited to the following reports, documents, and resources.
Independent Insurance Agents & Brokers of America, Virtual University
Management Reports Critical to your Agency, Al Diamond
http://vu.iiaa.net/lib/bus/am/procedures/diamondmisreports.htm
Electronic Records Admissibility, Bill Wilson
http://www.iiaba.net/VU/Lib/Tec/GT/Miscellaneous/WilsonAdmissible.htm
E&O Procedural Audits, Edgar H. Lion
http://www.iiaba.net/VU/Lib/Bus/AM/EOLossControl/LionAudits.htm
What HIPPA Means to You and Your Clients, Judi Newman
http://www.iiaba.net/VU/Lib/Bus/AM/Procedures/NewmanHIPAA01.htm
Why are Binders Issued for 30 Days? Virtual University Faculty
http://www.iiaba.net/VU/Lib/Bus/AM/Procedures/Faculty30DayBinders.htm
Should Agencies Follow Up on Company Notices to Insureds? Virtual
University Faculty
http://www.iiaba.net/VU/Lib/Bus/AM/Procedures/FacultyFollowUps.htm
Creating Value, JoAnna Brandi
http://www.iiaba.net/VU/Lib/Bus/BS/CustomerService/BrandiValue.htm
The 10 Commandments of Customer Service, Al Diamond
http://www.iiaba.net/VU/Lib/Bus/BS/CustomerService/DiamondCommandments.htm
Wisconsin Professional Agent, December 2002
Imaging-Proceed Carefully, Mark Parrish
TAAR Report-Transactional Filing: Is it for you? Rick Morgan
http://www.taarreport.com/tfile.asp
Best Practices Guidelines
Best Practices Guide to Agency Business Process and Workflows
Best Practices Guide to Agency Electronic Information Management
Agency Self-Diagnostic Tool
Business Perpetuation and Management Succession
Best Practices Workshops & Certification series
MI-Assistant Software System Manual & Resource Group Members
ASCnet Manuals & User Group members
E&O Seminar-Agency Procedures Workshop, VMB Associates
E & O as it relates to automation- AutoGlass Seminar, Peoria
IIA of Wisconsin automation committee forums
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