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Checklist of Commonly Underused Agency Automation Functions

By
Sharon Cunningham, Business Management Group
 
1. Marketing and Prospecting
  • Enter all prospects into the system.
  • Run prospects reports to monitor on-going activity and results.
  • Update marketing information on prospects and clients on the appropriate screens.
  • Run reports to identify cross-selling/ upgrading opportunities or target specialty or niche customers in the book of business.
  • Use mass mailing capabilities to market cross-selling or upgrading opportunities or to target specialty or niche customers.
  • Use system reports to monitor the progress of marketing campaigns. 
2. Applications and Proposals
  • Produce all new business applications directly from the system.
  • Generate renewal applications from the updated system information.
  • Pull information directly from the system database to produce the proposal.
  • Use a standard proposal format and content for all proposals.
3. Submission Production and Tracking
  • Produce multiple carrier submissions through the system, rather than by making individual copies.
  • Track submissions to carriers automatically through the system.
  • Monitor submission hit ratios through a system report.
4. Policy Detail
  • Record policy detail as early as possible in the workflow.
  • Keep full, updated and accurate detail in the system.
  • Use the system as the primary source of policy information.
  • Management conducts audits on policy detail.
  • Consistently document all client contacts in the history section of the client file.
5. Electronic and Transactional Filing for Personal Lines, Commercial Lines and Claims
  • The electronic record is the primary source of all information.
  • All necessary client information is in the electronic record or points to the storage location.
  • Policy detail is maintained and updated regularly.
  • Transactional filing records are consistent and accessible.
  • Everyone in the agency knows how to access the electronic records.
6. Diary/Suspense
  • Set and enforce standards for following up on transactions.
  • Create suspense through computer system.
  • Suspend for an adequate number of days.
  • Management monitors suspense. 
7. Transaction Processing
  • Provide adequate training so that users can make full use of the system.
  • Users know the steps to take to process each type of transaction.
  • Telephones are outfitted with headphones.
  • Process as many transactions as possible while the customer is on the phone.
  • Any transaction not completed on the phone is noted electronically, and completed as soon as possible that same day.
8. Integrated Rating, Desktop Faxing, Electronic Signatures, Download
  • Change workflow as a result of these capabilities.
  • Process transactions without producing paper using these features.
  • Streamline processing using these features. 
9. Emails, Letters, Spreadsheets, Forms
  • Attach these documents to the customer file.
  • Create template documents and store on shared drives.
10. Documentation
  • Create and use standards for documenting phone calls, mail, and correspondence.
  • Document information in one place in the system.
  • Everyone knows where documentation is kept and accesses it.
11. Claims
  • Use a complete policy database.
  • Produce loss reports from the system.
  • Track, document, diary, and manage activity on the system.
  • Use system generated claims management reports.
12. Other Lines
  • Detail Employee Benefits and Life/Health in the system.
  • Enter bond detail in the system.
  • Create and use bond form templates wherever possible.
  • Create and use applications for specialty lines wherever possible.
13. Carrier Download
  • Set up download with all carriers that offer download.
  • If possible, invoice automatically as part of the download (Direct Bill only).
  • Conduct audits of accuracy of download, occasionally.
  • Trust the information that has been downloaded and audited.
14. Management Reporting Capabilities
  • Decide on necessary information on reports.
  • Adjust to reporting capabilities of the system.
  • Develop canned reports if the system doesn’t have what is required.
  • Customize reports when absolutely necessary.
  • Provide access to needed reporting capabilities to managers.
  • Train managers to run their own reports where applicable.
15. Intranet
  • Contains procedures and workflow manuals.
  • Contains Company manuals (if electronic).
  • Use to record new and changed procedures.
  • Use to document workflow.
  • Aid in discussion among task force members.
  • Use as a vehicle for storing some personnel information.
  • Allow for the generation of an internal agency newsletter.
  • Provide rolodex information and underwriting requirements for companies.
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​127 South Peyton Street
Alexandria VA 22314
​phone: 800.221.7917
fax: 703.683.7556
email: info@iiaba.net

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