PROCEDURES MANUAL

INTRODUCTION

WORKFLOW PROCEDURES

DEFINING ROLES
GENERAL AGENCY SERVICE STANDARDS

CUSTOMER SERVICE
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

ACTIVITY & LOGGING
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

QUOTING & NEW BUSINESS PROCEDURES
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

RENEWALS
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

ENDORSEMENTS & POLICY CHANGES
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

CANCELLATIONS
SECTION 1 SERVICE STANDARDS
SECTION 2 PROCESSING CANCELLATIONS

CERTIFICATES OF INSURANCE
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

CLAIMS
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

ACCOUNTING
SECTION 1 GETTING STARTED
SECTION 2 COMPUTER STEPS

SALES & MARKETING
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

TRANSACTIONAL FILING
SECTION 1 GUIDELINES
SECTION 2 PROCESS

SCANNING
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

MANAGEMENT REPORTS
SECTION 1 SERVICE STANDARDS
SECTION 2 COMPUTER STEPS

AUTOMATION TASKS FOR ADMINISTRATOR
SECTION 1 GENERAL DUTIES
SECTION 2 COMPUTER TASKS

SOURCES CITED
Sources and materials used in the compilation of this manual:

Independent Insurance Agents & Brokers of America, Virtual University

Best Practices Guidelines

Best Practices Guide to Agency Business Process and Workflows

Best Practices Guide to Agency Electronic Information Management

Agency Self-Diagnostic Tool

MI-Assistant Software System Manual

Resource Group Members

E&O Seminar—Agency Procedures Workshop, VMB Associates

ASCnet Manuals

CSR Workflow: Tips, Techniques & Guidelines

Job Description Guidelines