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Customizable Agency Procedures Manual

Great tool for avoiding E&O claims and ensuring consistent service to clients

sample-procedures-manual-thumb.jpg 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