FAQs

Yes. Agency Administrators operates as a direct-to-customer service center and handles the client-facing work you assign, under your agency guidelines.

Agency Administrators is described in the provided materials as 100% U.S.-based and staffed by licensed professionals.

Agency Administrators is used to take ownership of specific workflows (service lanes). What stays with your team vs. what is handled by Agency Administrators is defined during setup.

For Customer Care intake and processing, the scope includes phone calls plus email, text, and web-chat requests.

Yes. Activity is documented in your agency management system (AMS) for continuity and internal visibility.

Yes. Routing and escalation points are defined during setup so exceptions go to the right person.

Customer Care covers day-to-day policy service work handled directly with insureds. The workflow includes items such as:

• Processing policy changes
• Sending change confirmations by email (as part of the workflow)
• Billing and payment-related service requests (including processing payments with a carrier or finance company, and explaining options)
• Processing incoming requests via email, text, and web-chat
• Returning certain abandoned calls based on the queue behavior described in scope materials

(Exact lanes depend on what your agency assigns.)

Retention Services covers renewal and retention workflows. The workflow includes:

• Renewal review and coverage or rate review requests
• Handling rate increases, including outreach on increases 10% or greater
• Remarket quoting when needed, presenting options to the insured, and collecting required issuance items (applications and related supplements)
• Issuance steps and documenting activity in your AMS
• Agency-bill renewal handling
• Existing client additional business (adding a line for an in-force client)

The scope defines New Client Sales as:

• Prospective or past clients with no current in-force policies with the agency
• Cancel-and-rewrite situations where reinstatement is not possible and there are no other in-force policies

The workflow includes:

• Creating the client file and activity in your AMS
• Gathering quote information and generating quotes
• Obtaining and attaching applications and supplement documents (photos, EFT forms, and similar)
• Collecting funds and processing down payments when required
• Issuing policies and releasing proof or evidence of coverage
• Updating policy lines, sending cancellation to the prior carrier or agent when a policy is moved, and pending activity for download when applicable
• Following up on common post-issue items (underwriting documents, inspections or recommendations, correcting new business errors, and mortgage or escrow-related details)

If a policy is being canceled within the first year for underwriting reasons, the scope notes that situation typically returns to the originating producer.

Back Office Services covers operational processing work. The workflow includes:

• Daily download management, resend requests, and matching or clearing suspended items
• IVANS account management
• Direct bill commissions handling
• Adding and removing users (carrier portals and AMS access as assigned)
• Reporting creation and configuration (as assigned)
• Carrier and insured mail handling (routing, attaching to the account, activities as needed, sending requested correspondence)
• Premium payment processing and forwarding to the carrier and or finance company
• Monitoring direct bill cancel non-pay risk based on carrier downloads and email notifications only, then routing next steps per workflow
• Mobile app and web portal management (as assigned)
• Activity creation and disbursement (as assigned)

Setup focuses on agreeing on:

• Which workflows you want handled first
• Routing rules and escalation points
• Documentation expectations in your AMS
• Communication preferences for insured interactions in the assigned lanes

Yes. The model supports starting with one set of workflows and expanding as your agency stabilizes.