Agency Office Standards

To consistently deliver outstanding service, all staff should practice the business standards set by the organization. Here’s a list of topics to address when creating your own standards. These are just guidelines. Create standards that work for your business.

Work hours – all “inside” staff (not producers or owners) are expected to be at his or her desk at his or her appointed starting time.  If situations change to make this difficult, work with your supervisor to arrange an alternative start time.

Work Breaks - Limit to 15 minutes in the morning and afternoon at set times to guarantee availability to customers.

Breakroom cleanup will be assigned to each agency individual on a weekly rotating basis.  An assigned list of duties will be posted in the breakroom for each to follow.

Eating at workstations should be kept to a courteous minimum.  No complete meals or food that smells should be brought to an open work space.

An “In and Out Board” will be kept at the reception area.  Each employee will have his/her name posted and is responsible for maintaining accuracy.  This is to benefit clients and coworkers.

Work space and desk standards –organization of work, office appearance, and personal items.  Please keep your work area neat, organized, and conducive to productive work at all times.  Eliminate all negative humor and clutter.

Telephone calls- All return calls to be made the same day. Preferably morning calls to be returned in the morning and afternoon calls before leaving for the day.

Mail - Routine mail to be acted on within 48 hours.

Renewals -Post within 7 days of receipt or by month end.

Voice Mail - Change message daily, date stamp it, give information on getting out of the system to speak with someone else. State when calls will be returned.  Disclaimer for policy changes (caller needs to speak with a live person) needs to be stated in all insurance operations.

Use DND on the phone only when with customer or away from the office.

Welcome letter sent to all new clients from agency owner.

New business and newly bound coverages to be sent to the company within 3 days (or within company guidelines).

E-mail to be checked twice daily.  Acknowledge message if you can’t adequately respond in a short amount of time.

Faxes - Use computer whenever possible. Urgent incoming faxes to be hand delivered.

There is to be no follow up on direct-bill cancellation items.  (Minimal exception policy with mgt approval)

Cancellations - Reinstatement fee, $15, After two reinstatements, pay in full. To rewrite with another company due to cancellation, $50.  One rewrite only.  (Check your state laws.)

Claims - Notice to company on the same day. Call customer within two days to be sure contact has been made and offer any assistance needed. Send a claim satisfaction survey 30 days later with a postage paid reply envelope to be returned to agency owner.

Create an ergonomically safe workspace for each employee.

Minimize internal interruptions by scheduling coworker training and account handling sessions. Be respectful of others’ time.

Casual day attire restricted to closed shoes, pants with outside pockets (no sweats), shirts with collars (no T-shirts), long pants (no shorts).

Time off requires 2 week notice unless emergency situation.

Quiet time – if an office chooses to have quiet hours for front-line associates, customers should not be inconvenienced.  Incoming calls for quiet time associates should be handled by those not on quiet time.