These manuals are meant to provide the agency with a practical guide to every day workflows. It is a compilation from many different sources, with many years of experience. In addition, many agency owners and principals offered suggestions and ideas, and to them we say a big "Thank-You". You have helped other agencies tremendously by sharing your experience.

Most chapters in this manual contain SERVICE STANDARDS, which gives the reader an overall guide on how each process should be handled. They include ideas to reduce E&O exposure and increase efficiency while maintaining a client focus. It is meant to be used as a guide, to be added to or changed as the need fits, as many times there is only one person who handles many processes. Another agency may have a person assigned to just renewals & claims. Use the spaces provided to add specific guidelines in these unique situations.