Policies and Procedures Manual

The concept of agency is a complicated legal principle, much too involved to be discussed here at length. In its simplest terms, an agent has a limited right to speak for the company he or she represents. What you say and do as a producer may be binding on the company. Clearly, companies must take extraordinary care to protect themselves from the  possible misadventures of those representing them.

Company rules also have a value to agents. They are designed to help agents make sure that they meet all applicable legal requirements. Keep in mind that an insurance policy is a legal contract between the policy owner and the insurance company. If it is not carefully and properly executed, it could lead to serious legal complications for the insured, the company, and the agent. A company's rules are designed to make sure that all legal requirements have been met.

This is the major reason companies require that all sales materials used by an agent be approved, in advance, by the company home office. It is a simple way for them to make sure that their products and benefits are not being presented in a way that goes against federal or state regulations.

 a written procedures manual for any one department.

  • Live development Process – We type it up as it is discussed and agreed to by agency staff members.
  • Process normally involves significant amounts of training/review of Agency Management System functionality as specific topics are discussed / debated during the development process.
  • Agency management system Activity & Attachment Based
  • Includes the core procedures like:
    • New Business
    • Renewal Processing (usually 2 or more for things like marketing of account vs. automatic renewals vs. specialty programs, etc.)
    • Endorsements
    • Audits
    • Cancellations (usually multiples including Insured’s Request, Non-payment, Carrier non renewal, etc.)
    • Claims
    • Agency Specific recurring items (Loss Control Notice handling, Walk in Cash Receipts, Mail Handling for Front End Scanning)
  • Includes Appendices like:
    • Screen & Field requirements (Client Detail, Policy, etc.)
    • Agency Specific Naming Rules (Customer Coding, History Naming, etc.)
  • Modification of your agency management system is done ‘live’ during the 5 day process as those items are discussed:
    • Form-letters
    • Activities
    • Attachment Categories, Sub-Categories, & Default description
    • Specialized Transaction Types
  • Includes clickable links to “how to” instruction pages if the agency has such workflow documents already purchased or created.
  • Final manual can easily be saved to Agency Intranet.
  • The resulting procedures manual is a management tool; a rulebook that lets the staff know the ‘what’ and ‘when’ of your expectations for them.


An agency office manual is a written record which provides more or less detailed information about the agency and how it is operated.  Some manuals are devoted to a description of agency policies which are a guide to action.  They cover such matters as the basis for promotion of employees within your agency, for example.

Policy statements aid in understanding action taken by the agency.  Other manuals are concerned with details of operations; i.e. how the work is done.  Some manuals are confined to listing office rules and regulations.

Acceleration Clause - The part of a contract that says when a loan may be declared due and payable.

Accidental Death Benefit - In a life insurance policy, benefit in addition to the death benefit paid to the beneficiary, should death occur due to an accident. There can be certain exclusions as well as time and age limits.

Acknowledgment: the act of going before a qualified officer (e.g., Clerk) and declaring the validity of the document. The officer certifies same, whose certification is known as the acknowledgment

Acquit: the act of freeing a person from the charge of an offense by means of a decision, verdict or other legal process; to discharge