Sales - Systems Manual 2010 PDF

Total Control
le Gr ow th
ble fita Pr o
New Customer Households
Centers of Influence & Customer Referrals
Retention & More Policies Per Household
Pro fita b
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Winning Team Business Systems & Processes Peak Performance & Time Management
Financial Control Business Planning & Goals
Foundation of Insurance Agency Success
2009 BGI Marketing Systems, All Rights Reserved
I have had the blessing of knowing Bill Gough for years and years, and I can tell you I have, on many occasions, referred people over to him because he is absolutely, without a doubt, considered the marketing guru. In addition to that, he's just a neat guy and someone who is always willing to give. So its such a blessing to know him and I'm still taking advantage of the knowledge of him and his staff on a daily basis. Laura Harris, Allstate Agency Owner, Corpus Christi, TX
Laura Harris
Bill Gough has been a close friend of mine since the day I met him. I've always looked up to him as a big brother, both professionally and personally. He's always been there for me with great advice, and quite honestly, he's really helped me to be a better business owner than I was before I met him. Personally, Bill's been a good friend I could confide in. He's always been thoughtful and forthcoming with great advice and guidance, and yet Bill never asked for anything, but is always there for you, whether you are a close friend or a new acquaintance.
John Rose
What I admire most about Bill is the way he passionately cares for others. Bill's been through so much this last year and he still maintains his upbeat and caring ways and yet he never asks for anything. He is a true inspiration to me. It does not surprise me that Bill is in the top tier, is having one of his best years ever, and I truly believe that whatever category you measure, or whatever circumstances you find Bill in, he will always be working on and having his best year ever.
John Rose, Allstate Agency Owner, Charlotte, NC

Bill Gough is a guy that I have known for many years. I know if I need anything he is only a phone call away. I've had to make that phone call a few times just to run things past him. I value his opinion very much, when it comes to our business. For that matter, I know if I need a friend, Bill is someone I can turn to. Over the past 8 years or so, we have shared many strategies to make our agencies bigger and better. I know my agency is much better today because some of those strategy sessions with Bill and other top performing EAs. He is always there to help his fellow agent, and I can tell you first hand some of his contributions helped make agencies much better than they were before. From his client monthly newsletters, direct mail pieces, and many other marketing ideas, this guy understands marketing like no other agency owner I know. Scott Hall, Allstate Agency Owner, Nashville, TN We came to the seminar because we decided it was time to jump in, take charge, and take our business in a different direction. This was the first seminar probably that Ive ever been to I havent looked at my watch. We have truly enjoyed it. Its been packed full of information. We havent had one moment that was dull. They included great question and answer sessions and provided some great speakers.
David Christopher
Scott Hall
If you dont want to grow, if you want to stay stagnant and keep doing what youve been doing, then dont come to this, because after you leave here its going to be a turning point in your life and your agencies direction, as far growth goes. Its a must do for those that are ready to move!
David Christopher, Allstate Agency Owner, Addison, TX
This is my second BGI event that Ive attended. I went to the first event actually before we bought our insurance agency because I wanted to hit the ground running. I have always felt that in most endeavors, as far as education goes, youre going to pay for it one way or the other. Either by taking the slow road of trial and error or by counseling with mentors and people that have been through what youre going through to help you get to where you want to go faster.
Keith Feldhacker
At this meeting, there were some elements of the meeting that were similar to what we saw at the first meeting. Repetition is learning and I always want to refresh but I wanted to see the new material. Facts are facts... At both of the events that I have been to, there have been Mega Agents and brand new agents. If a Mega Agent that has been around for 25-30 years will come to an event like this, that speaks volumes. Coming together with likeminded, aggressive people to learn is a powerful step towards being top of the market.
Keith Feldhacker, Lakewood Ranch, FL, 2009 Chicago Boot Camp Attendee
Bill has always been the marketer and king of the Internet. He strives for higher learning each and every day to be at the top of his game. His agency results over the years are a great testament to that. He gets great pleasure from knowing hes opened a door for another agent by sharing what hes learned. He is always learning, so theres always more to share. His coaching program is a great example of how dedicated Bill is to helping agents get to that higher level in their businesses. If you have an opportunity to be a part of the coaching program, a teleconference or any other venue that he offers, take full advantage. It will be well worth the time you invest.
Cheryl Bowker
Cheryl Bowker, Livonia, MI, 2009 Chicago Bootcamp Speaker & Attendee
Bill Gough has taught me several of the processes he uses in his office and they have taken my business to the next level. Bill was kind enough to not only give me the processes, but teach me how they work as well. He is ALWAYS helpful when I call him with questions. In the last four years, my business has taken off to a new level. We have been the number one P&C agent in Indiana due to what Bill Gough has taught me.
Keith Mathews
I can't say enough about Bill, the patience he has, and the energy he spends to help others improve and make their processes mirror his own. I owe him a great debt of gratitude. He is not only an awesome individual, but he is a great family man as well. I feel lucky to have Bill as a friend and I consider him and Vanessa, his wife, great friends and wonderful people. Bill, thanks for taking my business to the next level.
Keith Mathews, Allstate Agency Owner, Indianapolis, IN

Bill is a wonderful human being, and a perfect gentleman. He advises people, like myself, shares the ideas and business practices that have made him so successful. He's a wonderful human being, a great businessman, and a terrific friend.
Dick McKenna, Allstate Agency Owner, Farmingdale, NY

Dick McKenna
NOTICE!
You Do NOT Have the Right to Reprint or Resell This Manual!
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Unless otherwise indicated, all materials on these pages are copyrighted by BGI Marketing Systems, LLC. All rights reserved. No part of these pages, either text or image may be used for any purpose other than personal use. Therefore, reproduction, modification, storage in a retrieval system or retransmission, in any form or by any means, electronic, mechanical, including photocopying, recording or otherwise, is strictly prohibited without the expressed written, dated and signed permission from the author.
LIMITS OF LIABILITY / DISCLAIMER OF WARRANTY

While we, THE AUTHORS AND PUBLISHERS of this manual and Data CD set have used our very best efforts in preparing the information contained herein, we make no representation or warranties with respect to the accuracy, applicability, fitness or completeness of the contents. We specifically disclaim any expressed or implied warranties. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. We shall not be liable for any loss of profits or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. The advice of a competent legal, tax, accounting or other professional should be sought.
Copyright 2009 BGI Marketing Systems, LLC. ALL RIGHTS RESERVED

BGI Marketing Systems 2009 Bill Gough & BGI Marketing Systems - All Rights Reserved 877-208-9649. 321 S Walnut St Florence AL 35630. Disclaimer / Privacy /
Process Manual
Agency Owner: Bill Gough
BGI Marketing Insurance Agency Success Blueprint
TABLE OF CONTENTS GENERAL Answering Phones .............................................................................................................. 03 Phone Tips & Facts ............................................................................................................. 04 Taking Payments .......................................................................................................... 04-05 Voicemail............................................................................................................................. 05 Call Forwarding ................................................................................................................... 06 Opening............................................................................................................................... 06 Closing Out ......................................................................................................................... 06 Deposit/Remittance ............................................................................................................. 07 Setting Alarm....................................................................................................................... 08 Running an Email Audit through Impact..08 Capturing Email Address .................................................................................................... 08 Saving Fonts to your computer 08 Changing Password ............................................................................................................ 09 Postage Refill ...................................................................................................................... 09 Transferring Calls ................................................................................................................ 10 DNS (Do Not Solicit).... 10-12 Return Mail. 12-13 Scanning/Back-Up Process .......................................................................................... ..13 Checking Supplies ........................................................................................................ .14-15 Returning Faxes15 Checking Timecards ........................................................................................................... 15 Checking Obituaries ............................................................................................................ 16 Setting Up Distribution List .................................................................................................. 16 Chargebacks...16-17 Referral Program........................................................................................................... ..17-19 CUSTOMER SERVICE Towing Bills ......................................................................................................................... 20 IRMS ................................................................................................................................... 20 I.D. Cards/Evidence of Insurance ..................................................................... .. ..21-24 Version Errors ..................................................................................................................... 25 Good Student Discount ................................................................................................. 25- 26 Sales Suspense .................................................................................................................. 26 T-Docs........................................................................................................................... 26- 27 Claims - Warm Transfer ................................................................................................ ..28
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Claim Follow-Up ............................................................................................................ ..29-32 A.I. Conversions .................................................................................................................. 32 GENERAL SALES Agency New Business Log33-34 Printing Applications to Ebridge.35 Pulling up Production Log from Ebridge35 Sample Production Log...36 Commissions.................................................................................... ...37-43 Inspections.44-46 RETENTION Client Segmentation...47-49 CCC Registration.49-51 Welcome Kit ..................................................................................................52-72 Infusion Emails .............................................................................................................. ..73-74 Renewal Process .............................................................................................. ..75-80 ART Voice Broadcast..81 - 82 JOB TASKS General ............................................................................................................................... 83 Darlene................................................................................................................................ 83 Wendy ................................................................................................................................. 83 Regina ................................................................................................................................. 84 Marilyn................................................................................................................................. 84 Jessica ................................................................................................................................ 84 Tanya.85 Allison.................................................................................................................................. 85 Lee ...................................................................................................................................... 85 Janice .................................................................................................................................. 85 Ashley ................................................................................................................................. 86 Melissa ................................................................................................................................ 86
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GENERAL
ANSWERING THE PHONE
(Updated 11/11/2009 WM) Answering the phone is the MOST IMPORTANT process in the Agency. ********Everyone must try and answer the phone by the 2nd ring******** Main Points: Identify the caller and find out what they need. Key Phrases: I am so glad you called! and As promised. Good this is (morning/afternoon), Thank you for calling Bill Goughs All American Agency, how can I help you ?
Client May I speak to
May I ask whos calling please? (Wait for response/check caller ID) It looks like _ ___ is on the phone (or with someone), is there something I can help you with? Use the term Congratulations when someone has just purchased a car/home or something else. Access situation and handle if you can: Use CSR Form for information If claim situation, try & handle If client insists on speaking with , May I place you on hold a minute and let
them know youre on the phone? or May I take a message and have them call you back? or Would you like there voicemail? If its a new business sale or follow up call: May I place you on hold a minute and let them know youre on the phone? May I take a message and have them call you back? o o If If isnt on the phone or in a meeting, transfer the call is on the phone or in a meeting, take a message or send customer to
their voicemail
Email Messages to People Do not use Handwritten written Notes!
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PHONE TIPS & FACTS

(Updated 11/11/2009 WM) 1. Sit up straight & look forward 2. Smile when talking you make a tremendous impression with a smile on your face 3. Listen very carefully & take notes Most clients will say something different than what it actually is. Repeat what the customer has told you that they need. 4. Remember, youre the insurance professional; you deal with this on a daily basis Dont take them for granted; its up to you to provide expert advice
TAKING PAYMENTS
(Updated 11/11/2009 WM) Pull up the policy by name in Gateway Select insureds name and choose the policy number that the customer wants to make a payment on. Click on the Billing tab under that policy
Debit/Credit Card or Electronic Check If the customer is paying with a Debit/Credit card or Electronic Check (check by phone) then choose the blue hyperlink that states this. Another screen will pop up and follow the instructions for a debit/credit card payment or an electronic check o o Input the amount they need to pay Input credit or debit card number and expiration date (VERIFY BY REPEATING NUMBERS BACK TO CLIENT) o Push continue, then verify
Once submitted, you will have a reference number to give to the client. You can print that screen if the customer wants a receipt mailed to them. Cash/Check/Money order If the customer is paying with cash or a check then choose the blue hyperlink that states this and Alstar B will pull up. Make sure you are in the correct agent number prior to applying the payment. The name and policy number for the customer should prefill in the appropriate fields. 1 for customer payment and then push enter.
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Tab down and enter amount to be paid in Check, Cash, or Money Order spaces (whichever applies) If taking cash payment, count the money twice and in front of the customer. Put the money in an envelope and seal it. Write insureds last name and how much is in the envelope with your initials on the front of the envelope.
If more than one check, tab down and put a Y in Multiple Checks, enter amount for each check If more than one policy, tab down and put a Y in Multiple Policies/Entries, enter amount for each policy next to each policy number If more than one type of payment (i.e. cash and check), enter amount to be paid by check in check space and enter amount to be paid by cash in cash space
VOICEMAIL
(Updated 5/14/2009 MR) Checking Voicemail: On AltiView screen click Voicemail tab. Click the number under Sender. Answer the phone when it rings by pressing the Talk/Flash button on handset. After voicemail is over, hang up and forward to the right person or delete the number. After Hours Voicemail: This voicemail goes straight to the receptionists phone. Melissa will check first thing each morning and distribute accordingly. Automated Voicemail: This should be done no later than 8:15 in the morning.
Press 9 to get an outside line.

Dial 1-877-551-3491 Press # Enter Mail box number Enter password Press #1 to review messages After you hear the messages, follow the prompts to proceed. To hear more options press #0. To replay press #4. To get envelope info press #5. Always recheck voicemails a few times throughout the day.
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CALL FORWARDING
(Updated 7/01/2009 DW) With the V.O.I.P Phone Systems, our phones are automatically forwarded to 800-335-6500 at 5:05 pm and un-forwarded at 7:55 am.
OPENING
(Updated 7/01/2009 DW) Turn off the alarm & set door chime Turn on the lights & adjust thermostat Check both voicemails Turn on ALL computers Make Coffee Begin work for the day Melissa checks and distributes voicemails accordingly. When turning on Alstar, be sure to hit F12 everyday to check messages `(Page Up and Page Down to scroll)
CLOSING OUT
(Updated 7/01/2009 DW) General: At the end of each day, these are the things that should be left before leaving: o o o o o o o o Back doors are locked and lights are off in the back Deposit is done and the remittance is closed out Calls have been forwarded automatically by VOIP Air and heat are set accordingly All computers are signed off All lights are all off Alarm is set Door is locked
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DEPOSIT/REMITTANCE
(Updated 7/01/2009 MR)
The deposit slips and check stamp are in the top right drawer of front desk On Alstars main menu, go to 6 Payment/Remit Report Go to 4 View/Complete Remittance Reports Go to 1 View Agents Remittance Reports Here you will find all of the payments that were taken that day By hitting F5 or F4, you can go to different pages Starting at the beginning, list all of the check or money order payments on the deposit slip (you may need more than one deposit slip) Gather everyones money that they have received for the day (you will ONLY need receipts for the cash that was taken) Make sure that the receipts match up the money given to you Make sure that the cash total that we have taken matches up the cash total on the last page of the Remittance on Alstar (if not, FIND OUT WHAT IS WRONG) Stamp the back of each check with the check stamp Put the checks in the order they are listed on the deposit slip Write the amount of cash at the top of the deposit slip (as close to 5:00 as possible) Write the total amount of money received at the bottom and side of the deposit slip (as close to 5:00 as possible) Put all of the money with the deposit slip in an envelope and seal it o o Write Deposit and the date on the envelope Sign your initials in the lower right corner of the envelope
F3 out of viewing the remittance and select 2 Print Agent Remittance Reports Staple the remittance and put remittance in the Remittance folder in bottom right drawer of front desk After making the deposit, take the yellow copy of the deposit slip and staple it to remittance sheet and place back in folder The deposit will always be taken the day after (except for Fridays when it is taken that night before 6:00.
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SETTING THE ALARM

(Updated 7/01/2009 DW)
To turn off the alarm in the morning, simply enter the code. To set the door chime when opening in the morning, hit options twice and enter code. To set the alarm at night, simply press ON and you will have roughly 30 seconds to exit and lock up.
RUNNING AN EMAIL AUDIT FROM IMPACT

(Updated 11/11/2009 JO)
1. Open Agency Gateway. 2. Go to Impact 3. In the Search Menu, make sure the Contact Type is listed as Customer and change Result Count to 200. 4. In the last name field, type in "A*". 5. At the bottom of the page, click Export to Excel. 6. A dialog box will appear, click save. Verify your SAL #. 7. An Excel sheet will open. Copy all the content and paste into a new Excel sheet. 8. Go back to Impact and click next page. 9. Repeat from step 4 to step 8 each time. 10. Once you have captured all the A's, do the same for all the letters of the alphabet.
CAPTURING EMAIL ADDRESSES

(Updated 7/31/2009 JO)
Every call is asked about their email address and once we get that we go into impact and put into the Contact information. We then email to Jessica for the client segmentation and zip drip mailings.
SAVING FONTS TO YOUR COMPUTER

(Updated: 01/20/2010 WM) Under MY COMPUTER open the C: Drive Go to the Windows folder, then the Fonts Folder Save the font to your desktop (should be the true type font) and drag it into this folder
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CHANGING PASSWORD
(Updated 11/11/2009 WM)
When prompted to change password . . . o In Alstar A Enter old password and enter Y in the change password field. Youll be taken to a screen that prompts you to enter old password and new password twice. o In Alstar B Do the same, Enter old password and Y in the Change password field. Enter old password once and new password twice o Then go into the Start button on the computer and go in your Control Panel. Open the User Accounts icon and then choose your id at the bottom. Click on Change password. Type in the current password, New password twice and click on Change password. (this will change it on the computer) o o Shut down and Restart the computer Sign on with your new password Everything should be changed.
POSTAGE REFILL
When the Postage machine runs out of funds (usually when the amount gets to $20, we need to refill it) Switch the phone wire from the fax machine over to postage machine. If the screen does not ask to refill postage, then press Funds. Press the down arrow once. Press Yes when it asks you if you want to refill postage. Enter the amount (Usually $100) Press Enter/Yes It will ask you to verify the amount. Press Yes The machine will say dialing, then will ask to print a receipt. Press No Dont forget to switch the phone wire back to the fax machine!
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TRANSFERING CALLS
(Updated 7/01/2009 KR)
To Transfer Call in Office: Tell the person to hold just a moment, then on your handset, press TALK (Flash) dial the extension of the person who will receive the call. When they pick up the line, tell them who is on the phone for them and press END to complete the transfer. To Transfer to an Outside Line: Tell the person to hold just a moment, then on your handset, press TALK (Flash) dial 9 to get an outside line, then dial the number of the person youre calling, when they answer and tell them whos calling, press end to transfer call. To Transfer to Voicemail: Once you have someone on the line, click To VM in the Alti-View (For receptionist, it is Alti-Console) screen on your computer, choose the extension, confirm it, then hang up.
DNS (DO NOT SOLICIT)

(Updated 7/25/2009 KR) Scrubbing A File: Only comma delimited (.csv) files can be uploaded. To save your excel spreadsheet as a comma delimited file, open your Excel data file. Ensure that there are no empty lines/rows between any of your rows of data (the tool stops scrubbing when it reaches a empty line/row). Click File and Save As From the Save in drop-down menu, select a location on your hard drive to save the document. In the File name field, type a file name. In the Save as type drop-down menu, select CSV (Comma delimited)(*.csv). Click Save. In the dialog that displays, click the Yes button. Click the Close button in the upper-right corner to close Excel. Click the No button in the dialog box that displays. The file is now saved as a .csv file. The system will accept files with or without header (column label) rows. All of the columns listed below are required in the spreadsheet. (Although data does not need to be entered for every column, the system needs a placeholder for each column - if you do not have data for a particular column, include an empty column.) Each line contains the following fields in the order specified

Column A: First Name Column B: LastName (Required if Scrubbing for Do Not Mail) Column C: Street Address (Required if Scrubbing for Do Not Mail)
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Column D: City Column E: State - 2 character postal abbreviation Column F: Zip Code (Required if Scrubbing for Do Not Mail) Column G: Phone Number (Required if Scrubbing for Do Not Call
Now that your spreadsheet is ready to be uploaded, go to http://donotsolicit/auth/home.aspx and select the tab at the top of the web page named File Scrub.
Click the white box next to Identify Customers, Former Customers, and Prospects. Verify that the email address is correct because you will be sent an email to notify you of when the file is scrubbed and ready to be downloaded.
Click the Browse button, select the file that you saved as comma delimited, and click open. Then click submit to enter your file to be scrubbed.
Once you receive the email notification, go back to http://donotsolicit/auth/home.aspx and this time, select the tab named File Status.
Locate your file and click Download File. A dialog box will appear and you should select Save. Name the file something that you will recognize as the new Scrubbed list and click Save. Another dialog box will appear, select Close. Open a blank Excel spreadsheet. Select File and Open. Locate the file that you just saved, and click open.
The Text Import Wizard will appear. Select Delimited and click Next. On the next page in the Delimiters section, select comma. Click Next and then click Finish.
Once you have successfully opened the file, delete the first ten rows of the spreadsheet. Go to File, Save As, and you can leave the file name the same but you can add Scrubbed to the end of it (Example: change Teen Leads to Teen Leads Scrubbed) and In the Drop Down Box called Save As Type and choose Microsoft Excel Workbook, and Click Save.
Searching For Someone in DNS Go to http://donotsolicit/Auth/Home.aspx, which can be found on Agency Gateway. The easiest way to search is via telephone number. Select Phone Search.
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Type in the telephone number area code first, using no hyphens or any kind of punctuation and click submit It will take a few seconds to pull up, but then the telephone number will pop up on the right hand side of the screen with either Do Not Solicit or OK to Solicit. You can search up to 40 phone numbers at a time but if you get a large amount of information to check,
NOTE: If someone has requested to be placed on the Do Not Solicit list, it will take as many as 30 days to do so.
Adding to the List for Do Not Solicit In Alstar, type 17 (External Leads). Hit Enter. Type 3, then Enter to add a name to the list. Type in the appropriate information and press Enter. In Impact, in the Quick Filter zone, search for customers name. Click the Customer Detail tab. Click the Pencil button in the Categories zone. Click the Checkbox for the desired categories. Click Finish.
RETURN MAIL
(Updated 8/01/2009 TG)
Any piece of return mail needs to be investigated ASAP Go into Gateway to check the address If still incorrect and not updated recently in Activity History, go into Impact and Alstar and get as many phone numbers and email addresses as possible for the client (If they do not answer leave a voice mail)
Contact the person via phone or email to get the correct address Correct the mailing address by endorsing the policy Send the piece of mail out again After 3 attempts, dispose of the mail If it is a payment notice attempt it until the person is reached, it is very important the client receives their payment notices!
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If New Clients There is a good chance that they havent moved into the new home yet. Pull app and notes and ask producer if necessary. If Internet Clients We should have email address so send an email and call all the numbers given Established Clients The policy may be canceling soon, so moving quickly is VERY IMPORTANT!!!
SCANNING
(Updated 01/20/2010 AW) Login to your E-bridge account using your username, password, and the File Cabinet that you are scanning into In the search box type last name of customer of whom you are scanning a policy/application for Click on Customers name Click the Policies tab Then click on policy you are scanning to Place paper upside down and face down in scanner tray Click Scan (on computer screen, not on scanner) Then when the new window opens up, Click scan again When all pages have been scanned, Click the arrow button to go to the first page Select Document Type and make sure all other information is correct Click Accept for all pages, then click Yes to send batch Place pages that have been scanned into shred box to be shredded *E-bridge sends us a back-up of all our files every month on a cd that is put in the appropriate binder for future reference if needed*
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CHECKING SUPPLIES
(Updated 7/01/2009 JO) Check Supplies on the same day every week. Bathrooms Always check to make sure we have extra toilet paper, brown hand towels, keep the small soap dispensers full of antibacterial hand soap. Ink Cartridges To order Ink cartridges on alstar, on the main menu select option 15 (Word Processor). Type in F for forms, hit enter, P for print, type in 21, and CW. Once you have printed the order form, fill it out and fax it to the number listed on the order form. Printer Paper Brochures Printer Cartridges
Paper and Chemical Account Name: Pro Acquo Phone Number: (256) 383-3912 or Fax: 386-7312 Cottonelle Toilet Paper (Order 2 cases) Kleenex (Order 1 case) Brown Multifold Hand Towels (Order 1 case) Anti bacterial hand soap Paper Towels Forks Spoons Knives Foam Coffee Cups Plastic Cups (5oz) Air Filter (EZ Flow 20X20X1 - Order 2) Air Freshener Cinnamon (10oz - Order 1) Fluorescent Light Bulbs (Bulb, Fluor, 34W, 48 ES, 6/BX Order 2)
Postage Machine (Pitney Bowes) Ink Catridges Account Name: Gough0601 Password: Allstate To order ink for the postage machine, go to www.pb.com. Click the Products and Supplies selection.
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Under supplies and parts, select postage meter ink. Go to Cartridges. Scroll down to product number 769-3. Enter 1 for the quantity and then add to cart. Then select proceed to checkout.
Enter your credit card information. Print receipt.
RETURNING FAXES
Find all faxes from the previous day. Divide them up according to who sent them. Return all faxes to the person who sent them. (If any faxes come in saying error in sending, find the fax and resend it)
CHECKING TIMECARDS
(Updated 7/25/2009 KR) Every Monday, gather all of the timecards from the previous week. You must total the hours worked for each day. o o Formula: (Total amount of minutes worked for the entire day) 60 Example: If the timecard says IN: 8:25 OUT: 11:54 IN: 12:30 OUT: 5:35 then 514 minutes were worked total for the day. You would say 514 60 = 8.56 and you will round to the nearest tenth which would be 8.6 hours. Add the daily totals up at the bottom of the timecard for a weekly total. Make a copy of each for Darlene (and if requested a copy for each employee) Use the 3-Hole Punch on all pages before you give Darlene her copies.
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CHECKING OBITUARIES
(Updated 7/27/2009 JJ) Open the Internet and go to www.TimesDaily.com Go to obituaries Check each person to see if they are currently insured with us If so, send a sympathy card via SendOutCards.com After sending the card put it in the correct folder
SETTING UP DISTRIBUTION LIST

(Updated 5/14/2009 JO) Go into Outlook Web Access Click on the drop down box next to New When the box pulls down click on Distribution List When the window opens, enter the name of the distribution list in the space next to List Name In the box below enter the names of the people you want to add to the list Click Add When the window opens click on the right name and click OK Once finished finding names, click on Save and Close
CHARGEBACKS
(Updated 7/25/2009 KR) 1. Copy all of the policies out of the agency production log for the quarter (3 months) into the chargeback production log. Delete all that are cancel rewrites, MRPs, and spin/split-offs (0 Items). 2. Data sort the spreadsheet by producer and then date. 3. Find each customer in Gateway and check to make sure the policy that was written is still active. If it IS active then just delete it out of your copy of the production log. 4. If it is NOT active you will need to add it to the individual producers chargeback page in the Chargeback spreadsheet. To input the information into the Chargeback spreadsheet enter the date that is in the production log, the customers name, line code, number of items, premium, source, commission, chargeback, and period of time the policy was active (If terminated on the effective date then it is called Term Flat).
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You must Pro Rate the commission to get the amount that will be charged back. Use the following formula: (Number of months NOT active Total Possible Months) Commission
5. After you have finished updating the Chargeback spreadsheet, delete all of the producer tabs except for one. Whichever one you dont delete, save that as Producer Chargebacks Q1, Q2, Q3, or Q4 in the folder with their name on it, which will be found in the Chargeback folder that is located on your desktop. Example: In the chargeback spreadsheet, delete the tabs Lee, Wendy, Marilyn, Sabrina, Janice, and Michael. Go to File, Save as, go to the chargeback folder on your desktop, open the folder named Regina and save it as Regina Chargebacks Q1. You will repeat this step for every producer. 6. After you have done that, you must e-mail them their chargeback spreadsheet so that they can review it. They will make any corrections that need to be made and should e-mail the spreadsheet back to you. 7. Then you will need to email Darlene. Combine all producers worksheet into one excel file and Name the File Chargebacks Q# - Year (Chargebacks Q1- 2007) 8. You will repeat this process before the 15th of April, July, October, & January.
REFERRAL PROGRAM
(Updated 01/25/2010 - WM)
It is VERY important to track everything regarding ALL referrals. We ALWAYS ask people when they call in for a quote how they heard about us and if it is a referral, then we ask who referred them so that we can send them their gift card.
In the referral log, there is a tab named Referrals. That is where the referral information is stored for the current month. At the end of each year we file the spreadsheet in Tracking Logs and create a new spreadsheet for the new referrals. We make a row above each month to total up the Total Number of Referrals, Total Items, and Total Annual Premium.
When a mortgage/realtor refers business to us we also either call them personally or email them just letting them know that we have spoke to their client and what the outcome was. And of course thanking them for sending them our way!
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The programs run from Dec. 1 to Nov. 30 every year (For example, 2007's referral program began on Dec. 1, 2006 and ended Nov. 30, 2007 and 2007s Grand Prize was drawn on Dec. 7th 2007)
We have one referral program for everyone. For every referral, the referrer receives:

$10 gift card and we donate $10 to the Bill Gough III Memorial Scholarship Entry into a Monthly $50 drawing Entry into the Grand Prize Flat Screen TV drawing (Dec. 5th) People Can Even Refer Themselves!!!
The day of a referral, we mail out a $10 gift card in a small Thank You Card with a business card and million-dollar bill enclosed. To our Monthly Winners we mail a $50 gas card in a Congratulations letter from Bill with a client flyer, Bills business card, and a $1 Million bill. For our larger prizes, we usually ask the winners to come into the office to have their picture taken with a staff member accepting the prize so that we can put it in our newsletters and weekly fax blasts (we give them their prize when they come into our office). **** A phone call is made to EVERY winner to congratulate them, thank them for their referral, and to VERIFY their mailing address ****
We send a weekly Monday Morning Bulletin email and fax blasts to our Realtor/Mortgage Lenders announcing the weekly winners and we use it to announce our other winners as well and occasionally send it on Wednesday as the Wednesday Morning Bulletin (We use Protus IP Solutions for the email and fax blasting http://www.protus.com/).
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SAMPLE OF REFERRAL PROGRAM SPREADSHEET
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CUSTOMER SERVICE
TOWING BILLS
Make copy of towing bill and give the original back to customer Look up the customers policy o Make sure that the vehicle that was towed is on the policy and that they have towing coverage
Write the policy number at the top of the bill Using the fax sheet out of the public drive, fax the towing bill and the screen showing coverage to: 1-866-447-4293 Place towing bill in the towing folder in front desks bottom drawer
IRMS
(Updated 8/01/2009 MS)
From Main Menu on Alstar, o o o o #18 Renewal Processing #1 Review Referral Queue Look at each policy by choosing that number On RENEW cases, o o Find out what is being requested to be checked out Contact the customer if there is reason to change the policy info If there is no reason, click F2
On REENG cases, the client will need to be contacted to update the policy On NONREN cases, the client will need to be notified of Non Renewal Try and rewrite into other policy type if possible.
If there is a reason to renew, go into Renewal Processing, then Select # 3 Individual Case. Hit F2. Choose #1 Renew, #2 Renew with Engineering, or #3 Non Renew. Input a Reason, then Press F2 to Complete
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I.D. CARDS/EVIDENCE OF INSURANCE

Auto I.D. Cards: Pull up policy under the main menu by choosing number 2 (Visual Inquiry) and typing in the last and first name. Choose which policy needs the ID Cards. And hit enter Fast Path (the field at bottom of screen where your curser is) type in 5 (to Endorsements) and enter. Choose # 1 to begin an endorsement and enter Choose # 23 for Misc. Service and enter. Enter a Y for any vehicle I.D. card needed and enter. The ID cards should automatically print off. Choose # 26 to VOID Activity and enter. Answer the question Y, Enter, Y, Enter
Property Evidence of Insurance: Pull up policy under the main menu by choosing number 2 (Visual Inquiry) and typing in the last and first name. Choose the policy type that needs evidence of insurance and hit enter. Fast Path (the field at bottom of screen where your curser is) type in 5 (to Endorsements) and enter. Choose # 1 to begin an endorsement and enter Choose #20 for Mortgage Info and enter Choose # 2 to Change, then # 1 (if First Mrtg), then #1 to add, #3 delete, etc. ENTER Tab down to where it asks, Do you wish to print an Evidence of Insurance Form? Enter a Y and Enter and then Enter again to get back to main menu. Choose # 26 to VOID Activity and enter. Answer the question Y, Enter, Y, Enter
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EVIDENCE OF INSURANCE
Page 1 of 2 Coverage afforded by the policy is provided by the Allstate Property & Casualty Homeowners Company, Northbrook, Illinois Policy Number: Loan Number:
Insureds name, mailing address and zip code:
Location of Premises (If different than shown above): Same
Mortgagee Clause:
The POLICY PERIOD will begin on the date shown and will continue with no fixed date of expiration. The PREMIUM PERIOD will be Annual and begins on the same date shown.
The POLICY PERIOD and PREMIUM PERIOD will begin at 12:01 a.m. Standard Time On 09/24/2008 to 09/24/2009
Insurance is provided as follows:
POLICY TYPE Policy Limit of Liability Section I Dwelling Protection Total Annual Policy Premium $ $
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EVIDENCE OF INSURANCE
Page 2 of 2 Policy Number : Deductibles $1,000 $500 Loss to the covered property from all insured perils. Water Backup
_____________________________________________________________________ PROVISIONS: This form is not the contract of insurance. The provisions of the policy
shall prevail in all respects. All premiums for the insurance policy shall be computed in accordance with Allstates rules, forms, premiums and minimum premiums applicable to the insurance afforded which are in effect at the inception of the insurance and upon each anniversary thereof, including the date of interim changes. It is understood that should the insurance protection evidenced herein terminate for any reason, due notice will be given to the Insured, to the mortgagee, and to all other interested parties in accordance with the standard mortgagee clause. A copy of the Policy Declarations reflecting the annual premium will be sent, if required, to the mortgagee and to any other interested parties.
Date Countersigned at Authorized Agent
: 09/17/2008 : States of TN, MS, AL, & GA : Gough Ins Agency Licensed Ins Advisors 888.765.2201 Serving The Entire States of TN, MS, AL, & GA, T 256.765.2202 F 256.765.2201
Agent Signature
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AUTO ID CARD
ALLSTATE PROPERTY AND CASUALTY INSURANCE COMPANY ALABAMA AUTO LIABILITY APPLICATION# - 000041911785159
EFFECTIVE DATE: 04/29/2009
EXPIRATION DATE: 10/29/2009
THIS CARD MUST BE CARRIED IN THE VEHICLE AT ALL TIMES AS EVIDENCE OF INSURANCE. KIM ROBINSON 321 S WALNUT STREET FLORENCE, AL 35630
2010 YEAR
KIA MAKE
SOUL MODEL
XXXXX0X00X0000000 VEHICLE ID NUMBER
LIEN/LEASE HOLDER
HYUNDAI LEASING TITLE TRUST PO BOX 650600 HUNT VALLEY MD 21065
IF YOU HAVE AN ACCIDENT OR LOSS Call 1-800-ALLSTATE (1-800-255-7828), logon to Allstate.com Or contact your Allstate agent. BILL GOUGH ALL AMERICAN AGENCY 321 S WALNUT STREET FLORENCE, AL 35630 1-888-765-2201
REIMBURSEMENT FOR BAIL BOND EXPENSE The Automobile Liability Coverage includes an agreement to reimburse an insured for the cost of bail bonds required as the result of an accident or traffic law violation, but not to exceed a limit of $100, $200 or $300, depending on the policy. NOTICE: THIS CARD MUST BE CARRIED IN THE INSURED MOTOR VEHICLE FOR PRODUCTION UPON DEMAND
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VERSION ERRORS
(Updated 8/01/2009 MR) Choose 8 (Work Status) on the Alstar menu Choose 1 (Work Status) on the Work Status menu Using F5, scroll through pages and delete any endorsements that read complete. You can do this by tabbing to the right of each one and enter d for delete. When you go all the way through them and hit enter again, it should delete all of them. Then start back at the beginning and any endorsements that show up in white are a version error. Pull each one up to re-do the endorsement. If you have a problem, go back to the person that did the endorsement and let them help you redo it.
GOOD STUDENT DISCOUNT

(Updated 01/20/2010 WM) Should be done as soon as the request comes in This is a discount that is given to auto policy holders if their child has a 3.0 or better on their report card or transcript Each person who holds this discount is sent a letter by the main office prior to renewal stating that they need to send an updated grade report to our office to keep the discount Bill is emailed on all the letters that are mailed out to the customer and also he is mailed request is sent for renewal He forwards those to the person responsible for this process. On the request only, they make 3 attempts to contact the insured to obtain the report card When a report card is sent in or the form is filled out and signed by the counselor, it is faxed using the cover sheet. To get a cover sheet submit a Web Service Request (WSR) Click on Submit WSR on the right-side of the Gateway home screen Fill in the required information Under Select Form, click Risk Management Under Select Request Title, click Good Student Discount Fax Sheet Click order form Fill in required information and click print Fax coversheet will appear and select print
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If no report card or form from the counselor is received, do not fax anything in, the discount will come offif customer brings the report card in at a later time or after the renewal, you can then go in and endorse the policy to add it back on after renewal.
SALES SUSPENSE
(Updated 1/20/2010 WM)
When a policy is written it is entered into ebridge. The agent will put TBA in the policy number field and it will prompt a Reminder in the Que for that agent and they will need to open it and reassign it to the person responsible for Sales Suspense.

Login to Ebridge Under the Reminders heading will be listed all of the policies that have been written recently that need policy numbers.
Open Gateway and go to Find a Customer Search for the customer to see if a policy number has been assigned. If a policy number is showing up, click to Dismiss the reminder. If not, leave the reminder until you find a policy number.
Go to the customer in Ebridge and enter the policy number, then click Save Verify what type of policy it is in Ebridge (ex. homeowners, landlord etc) Make sure premium matches Make sure that the appropriate sub-producer code matches the agent that is in Ebridge AND make sure that Bills agent code is correct for the correct office that it was written in.
T-DOC SMART REPORT

(Updated 07/01/2009 RS) There is a daily Feature Report on SMART if it is needed Every Wednesday, the T-Docs are checked Go the agency gateway site and click Smart on the left side Scroll down to Compliance and over to Outstanding Trailing Documents Select Outstanding Trailing Documents and View Report. Make sure the date is the most recent date (that week) Click Displaycheck for ALL locations Florence, Killen, & Huntsville Print off page
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Go through the folder looking for each outstanding item to see if it has already been faxed o If it has: If it was within the last week, do not fax it again yet If it was longer than a week ago, fax it again If it has been faxed more than 2 times and it has been over a week ago, email (T-Doc coordinator for each state) to have her check on it for you. o If it hasnt: Find out why it is needed (New Business, endorsement, MRP, deletion of named insurance, etc) and who did it (producer) Send email to all producers letting them know which signatures we need Leave the list in the folder because you will refer back to it next week
How to Find Legal T-Docs Open Gateway Click on Legal T-docs under quick links Click on Alabama (where primary office location is) Choose agent number Enter Last Name, First Name, or Policy number Click Search In some cases if the T-doc doesnt pull up, select the correct state from the top right hand side of the page and click find Select the correct Name and policy number Select the box to the left or the correct form and click print on the bottom right To complete a blank T-doc, you will need to pull up the correct policy in Gateway and correctly input the information DO NOT FORGET TO GET THE CUSTOMERS SIGNATURE When the T-doc is filled out COMPLETELY, Fax to (888) 921-8362 for AL/GA policies and (877) 863-8362 for TN/MS policies
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CLAIMS - WARM TRANSFER

(Updated 01/13/2009 DW)
There are a few questions that should be asked if an accident occurs: 1. Is everyone okay? Were there any injuries? 2. What happened? 3. Who was at fault? (These should help you figure out whether a claim should be filed or not. If there are injuries and our client is at fault, there DEFINITELY needs to be a claim filed)
There are 3 different ways to file a claim. (This is the preferred method) If the client has an extra 10 or 15 minutes, ask them if you can call the claims office and transfer their call through so they can talk to a claims representative. If they are in the office, let them use the phone in the lobby. (If they call from an office, keep an eye on them!) To Warm Transfer a Call: Tell the client on the other end of the phone that you are going to transfer their call to a claims rep. DO NOT PUT THEM ON HOLD Press TALK (Flash) and dial 9-1-800-255-7828. Wait until they answer and tell them who you are and who the client is and their policy number and phone number in case they get disconnected. Let claims know you are going to connect them. Press # to join everyone together, introduce the client to the claims rep. To hang up, press end.
If the client doesnt have 10 or 15 minutes at that time, give them the claims office number for them to call in. ALL CLAIMS: 1-800-ALLSTATE (1-800-255-7828) first filed through this number. The numbers below are for the customers in case they need to contact their claims adjuster. Auto Claims Number: 1-800-366-3264 Property Claims Number: 1-800-359-2220 Glass Claims Number: 1-800-626-4527
Make sure that they have their policy number for the Claims office.
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CLAIM FOLLOW UP
(Updated 01/20/2010 - TG)
10 Day Claim Follow Up: Every morning Claim emails from Next Generation Claims are sent to Bills inbox The emails are then forwarded to the person handling this, where they will print the emails off and move the email into a personal claims folder in their Outlook Open Impact Enter the policy number from the customers listed in the email and press enter Select the correct customer from the list Look at the claims box and click on the correct claim number When the window opens view the Claims Summary Page Transfer the Insureds Name, Address, Policy #, Claim #, Date of Loss, Reported Date, and the Claim Policy Type to the Follow- up Spreadsheet, that is located in the Public Drive in the Claims folder. Then, click on the Contacts & Documents tab at the top of Claims window Use the claim owner, the toll free and the direct number(if applicable)from this page to fill out the Claims Postcard, that is also located in the Public Drive in the Claims folder and then send to the insured (Email suspended per Bill Waste of Time after testing for 45 days!!) Repeat this step for all the names that are listed in the email **Also check to see if the claim is a Catastrophe claim, if it is not be sure to look at the loss facts, to make sure that it was not input wrong..
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SAMPLE OF CLAIMS POSTCARD - AUTO
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SAMPLE OF CLAIMS POSTCARD HOME
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A.I. CONVERSIONS
(Updated 8/5/2009 MS) Upon renewal of an A.I. policy (auto indemnity), the client is checked to see if they qualify for preferred auto To do so, gather all information off of current auto policy if it looks possible o o check operator screen & claims for MVR notice last MVR ran
From Gateway, go to Find a Customer Input policy number or find by name Click on auto policy then create quote check state, auto quote then click on client in Recently Viewed Click on Easy quote if you want to order PQB or click on Price Estimate if you do not want to order PQB Retrieve data and continue Fill in information give client quote- order MVR if accepts quote Convert to new business, bind and complete application
Depending upon the accidents, a conversion may or may not be able to be done
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GENERAL SALES
AGENCY NEW BUSINESS LOG - EBRIDGE
(Updated 01/20/2010 AT)
Allnewbusinessapplicationsaregiventoonespecificpersontomanageandinputinto Ebridgebeforetheendoftheday. LogintoEbridge Searchbycustomerslastnametoseeifthecustomerisneworexisting Ifnewcustomer: ClickonCreateNew SelectCustomerfromthedropdownbox EnterCustomersinformation(lastname,firstname,dateofbirth,email address)forprimaryandsecondary(ifapplicable) Choosebranchthebusinesswaswritteninfromthedropdownbox Chooseclientstatusfromthedropdownbox Selectthesalesproducerthatwrotethepolicy Selectthereferralsourcefortheapp. Enterthecustomerstelephonenumber ClickSave ClickonNewPolicyatthetopofthepage EnterTBAintheboxforpolicynumber UnderInsuranceCompany,selecttheappropriatecompanythathasbeenused towritethepolicy,usuallyAllstate UnderPolicyStatus,selectNew SelecttheappropriatePolicyType Selectthereferralsource Enterthesalesproducerwhichsoldthepolicy Entertheappropriatecommissionforproducer EntertheEffectiveDateforthepolicytobeginon Enterthedatethepolicywillexpireon EnterinthePremium Ifwritingapropertypolicy,enterthedwellingandthenthecontentsvalue,if not,skip Makesuretoenterthenumberofitemssoldonthepolicy IfItemisleftblank,itautomaticallyadds1. EnterthepropertyaddressorclicktheboxbesideSameasmailing ClickSaveatthetop ClickEditBind Makesuretoenterthedatethepolicywaswritten! ClickSaveintheeditbindscreenandthenagainonthepolicyscreen
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Ifexistingcustomer Selectthecustomersname Verifythatthecustomerscontactinformationisaccurate ClickNewPolicy EnterTBAintheboxforpolicynumber UnderInsuranceCompany,selecttheappropriatecompanythathasbeenused towritethepolicy,usuallyAllstate UnderPolicyStatus,selectNew SelecttheappropriatePolicyType Selectthereferralsource Enterthesalesproducerwhichsoldthepolicy Entertheappropriatecommissionforproducer EntertheEffectiveDateforthepolicytobeginon Enterthedatethepolicywillexpireon EnterinthePremium Ifwritinghomeownersormobilehome,enterthedwellingandthenthe contentsvalue,ifnot,skip Makesuretoenterthenumberofitemssoldonthepolicy IfItemisleftblank,itautomaticallyadds1. EnterthepropertyaddressorclicktheboxbesideSameasmailing ClickSaveatthetop ClickEditBind Makesuretoenterthedatethepolicywaswritten! ClickSave ClickSaveonceagain AfterallnewbusinessapplicationsareenteredintoEbridgetheyareputintotheScanbox tobescanned.
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PRINTING AN APPLICATION TO EBRIDGE

Updated: 01/25/2010 WM When a policy is written in Alliance an application is not printed out. You will follow all the same steps to print the application on to paper as you do to print it into Ebridge with one exception. At the end of the new business application when you get ready to choose print click on the print button as normal. On the next screen that pulls up click on Print again. Then when the printer window comes up choose the Ebridge Print Driver instead of your printer and click ok. Another box will then pull up for the Ebridge Print Driver and you will log in and click next Enter in the customers last name, first name, and Doc Type as Application and choose next Then when it is finished loading click on Finish and you are done. You can pull the application back up by going into Ebridge and under the Tools option you can choose Retrieve and enter in the first and last name. Sometimes you can search by just last name and it should pull up anything with that last name.
PULLING UP THE PRODUCTION LOG IN EGRIDGE

Updated: 01/20/2010 WM Login to Ebridge Under Reports choose Producer Productivity Report Make sure the Bind button is chosen and enter in the correct start and end date In the status field choose NEW then click on Run Report This will show you all new business that was bound during the specific dates you have chosen. There are different tabs you can look at for different types of results. You can also convert this list to an Excel spreadsheet by choosing the tab with the Excel folder on it.
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Example of Agency New Business Log in Ebridge
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COMMISSIONS
(Updated 01/20/2010 WM) Base Commission Rates for Sales Producers Product All Property Commercial (per policy) Commercial premiums $ 1000 to $1999 (Excluding Builders Risk) Commercial premiums $ 2000 plus (Excluding Builders Risk) Auto Line 10 Auto Line 16 Auto Line 19 Rate per Item $ 10 $ 25 $ 50 $ 100 $ 15 $5 $5
DO NOT WRITE A POLICY WITH NO PRIOR INSURANCE UNLESS UNDER CERTAIN CIRCUMSTANCES CONSULT 2 MANAGERS Bounty Complete 10/70 within 7 days - $ 40 Complete 10/70 within 30 days - $ 20 Complete 10 and any line within 30 days - $20 Complete 3rd line or more within 30 days - $20 for each additional line $ 5 to $ 15 per EZ-Pay on new or renewal business 1st 5=$5 ea; 6-10=$ 10 ea; 11 and up=$15 ea $ 20 per kept AFS appointment $5 for a Completed policy review that has been approved by your manager $5 for Platinum or Gold Your Choice Auto
Cross-Sell for Existing Clients: New effective 10/06 This bonus excludes internet leads since it is required that you cross sell auto Producer generates c/s commission doubles administrative staff generates the c/s commission is split Example: sales write a c/s home commission is $ 40 administrative staff generates c/s commission is $ 20 each Example: c/s bonuses are for EXISTING customer If someone calls that has had HO for 5 years and you c/s another policy; this is a c/s. If it is a NEW customer and you write 2 or more lines of insurance. This would fall under multiple policy bonuses.
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Referral Bonus The person that gets the most referrals in the month will get an extra $100 bonus added to their commission check. You have to have at least 20 referrals in the month time to qualify.
Weekly Sales Producers Bonus Weekly Items 40 Bonus $25
Monthly Agency Item Bonus for Sales Producers Huntsville office is included but individual has to write 30 items per month Items 120 130 140 150 160 170 180 190 200 Bonus $100 $150 $200 $250 $300 $350 $400 $450 $500 Items 210 220 230 240 250 260 270 280 290 Bonus $550 $600 $650 $700 $750 $800 $850 $900 $950
Individual Sales Producer Monthly Item Bonus # Items Written 30 40 50 60 70 80 90 100 110 120 130 140 150 Bonus per Item $1 per item ($30) $2 per item ($80) $3 per item ($150) $4 per item ($240) $5 per item ($350) $6 per item ($480) $7 per item ($630) $8 per item ($800) $9 per item ($990) $10 per item ($1,200) $11 per item ($1,430)
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$12 per item ($1,680)
$13 per item ($1,950)
Note: 1. Bonus is a group bonus which applies to all P/C items produced in agency 2. Each producer has to write at least 20 items per month to qualify for this bonus 3. Paid on the 22nd of each month following issuance of policies 4. Part Time Sales Employee received half bonus amount
Administrative Personnel Bonus Based on monthly minimum of 120 issued items Bounty: $20 for any kept AFS appointment / Split equally between Bill and Cecil $ 5 to $ 15 per EZ-Pay on new or renewal business 1st 5=$5 ea; 6-10=$ 10 ea; 11 and up=$15 ea $ 5 each time a person is set up on Platinum or Gold Your Choice Auto endorsed or new business or up-sold on coverages Qualifiers: 25 Points
Administrative Points Bonus Qualifier: 25 points monthly *If more points are received, multiply by increased %* EXAMPLE: 50 points = Double Bonus, 75 Points = Triple Bonus, etc 1 Point 5 Points Updated contact numbers or email addresses Paid on cross sell given to sales producer, increase 50% then split or adding identity theft 2 Points 5 Points 5 Points 10 Point Testimonials Referrals Interest in life information (+$20 if appt made and kept) Ez-pay (+$5, $10, $15 bonus depending on how many you get)
Administrative Bonus Sales Office Receptionist $10 for each item over sales department items Calculated each month
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Bonus Based on Monthly Agency Issued P/C Items Items 120 130 140 150 160 170 180 190 200 210 220 230 240 250 260 270 280 290 Bonus $30 $40 $50 $60 $70 $80 $90 $100 $110 $120 $130 $140 $150 $160 $170 $180 $190 $200
Monthly Champion Bonus (Everyone Eligible)
Bonus Title Daily Task List
Qualifier Task each day to supervisor
Bonus $25
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SYSTEM IMPROVEMENT REWARD (Everyone Eligible)
This is for any job improvement that any staff member has that will improve our performance of that job in this agency. If you have an idea write it down and give it to your manager.
You will be rewarded with: (your choice) Extra hour to be used at your discretion (extra hour on lunch or off early one day) Or a $10 gift card
AFS Compensation All licensed life producers Percentage rates based on policy premium
AHL Cancer AHL Accident AHL Worksite
25% 25% Negotiable Split equally between Bill & Cecil
Life UL Life Term Long Term Care
40% 40% 10% Cecil-30% - Bill 10%
Bounty $20 kept AFS Appointment
AWD Leads - $100 per kept appointment
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Blank Commission Spreadsheet
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Sample Commission Spreadsheet
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INSPECTIONS
(Updated: 01/20/2010 TC) *New standards/guidelines changed effective 11/09/09. Be VERY familiar with them* Southern Region-TN & MS Southeast Region-AL & GA *If you ever need to call Property Services the number is 1-800-336-9400 or dial ext. 500 on your phone and follow the prompts. (Note: the number will automatically direct you to the Southeast Region so if you have a question pertaining to the Southern region make sure you make them aware of that. Some of the people are trained in just one region or all.) 1. Allstate Property Services-RMBC Agency Notification e-mails are sent out by Regina. They will either be labeled: Advance Notice of Change (continue to number 1) Advance Notice of Cancellation o If the inspection comes back as an Advanced Notice of Cancellation No Action Required still pull up the Inspection Results and see how many major concerns there are. (Note: Majors and minors are not determined by how many are under the code section, but by how many categories there are.) o If there is more than 1 Major concern check to see if the purchase date=the effective date. If it does then the policy will be eligible for reinstatement. And continue to the next step; if not then prepare yourself to discuss the cancellation with your customer.
2. To view the results click on the Inspections Results Viewer (IRV) link in the e-mail, or either access it from Gateway by selecting the Property Inspection Results link on the lefthand side. 3. About your agent will pop up and select any of those in the drop down box & then select submit. 4. The Inspections Results Viewer will come up and then click search. 5. Fill in ALL the information (just the policy # wont always work), then click Find. 6. Inspection Information will come up; check the inspection results-it will either be Acceptable or Unacceptable. If acceptable disregard that inspection and if its unacceptable continue on to the next step. 7. Click on Hazards/Conditions to see the liability concerns 8. Pull up the pictures and save them to your computer. (The pictures will help you and the customer figure out what problems to address.) 9. If the customer provided an e-mail address, use the pre-formatted e-mail (for whichever producer), and attach the saved pictures, also list all liability concerns. 10. Call the customer and make them aware of the situation, you might have to leave a message. (Let them know that you need to see updated pictures once everything has been completed. Make sure they are from the same angles that the inspector took, that way you can easily compare the two. This will help you see if everything has been corrected.) Adding and updating the policy into Leads360 1. All inspections that require action need to be added into Leads360. 2. Log onto Reginas Leads360 (Make sure no one else is in there)
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3. Click on the Leads tab 4. Select whichever user (producer) you are referring to. 5. Select inspection under the all campaigns tab and click go. 6. When adding a new policy click on the Menu tab, Lead Management, and then Add New Lead. 7. Select lead type as home. Campaign as inspection. Status as Awaiting Decision, and user as whomever. 8. Check the Disable Automatic E-mails box. 9. Fill out all information on that first page and click save. 10. On the next page you can add comments. Select whichever action is appropriate and then type whatever you did in regards to that inspection. (Ex: Called and left message or spoke with) Then click the Add button. 11. Once youre finished click the Save & Close button in the top right hand corner. *Always update inspection results if youve spoken with them again, submitted WSRs, etc. If the inspections have been accepted be sure to mark it as Policy Sold, if its been denied, and can no longer be fixed, then mark it as Dead.
Submitting a WSR for inspections *Since the new guidelines, we now order a 2nd look inspection for certain policies (check guidelines). * By now you should know if the customer has corrected all liability concerns because if you order a 2nd look inspection and it gets denied again, that policy will no longer be eligible for appeal. 1. Go to the Gateway homepage and click Submit WSR, towards the bottom of the page on the right hand side. 2. Select the Agent as whichever book of business. 3. Select the rated state as wherever the inspection has taken place in. 4. Under Select Form, Category: check Property Services, then under Request Title: RMBC Prop Services Appeal/ Reinstatement will come up and then select Open Form. 5. Fill in all the Agent Contact Information. 6. Mark the current status of the policy. (Active, Cancelled, Terminated & date) 7. What type of concern are you responding to? Check the box Condition/Liability Exposure 8. Mark the following questions according to the inspection. 9. Next question will be How will you be submitting your documentation.? Check the Email box 10. In the comment box is where you order a 2nd look inspection and mention anything pertinent in regards to the inspection. (If youre e-mailing pictures be sure to mention that here, theyll know what you mean.)Then click submit request.
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11. The next screen gives you the opportunity to click on the Launch Pre-Addressed E-mail button to use as a template to attach pictures, etc. (If you have a bunch of photos its easier to just attach them in an e-mail and send it to rmbcpropservso@allstate.com) If you attach them in an e-mail make sure you get the reference number (its on that same screen) and put it in the subject line (helps to match the pictures with the inspection).
12. After doing this an automated e-mail will be sent to you. The first e-mail allows you to check the status on your WSR. (If you dont have this email go to the Gateway homepage, and next to the Submit WSR button is a Get Status button.) (It usually takes a couple days to get a response if youre sending pictures, if you had to order a 2nd look inspection it could take weeks.)
13. Finally let the customer know of the outcome of the inspection.
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RETENTION
CLIENT SEGMENTATION
(Updated 01/20/2010 - JO) Step One: Building the New List

Open the Public Drive Open the folder Client Segmentation Open List, A, B, C, and D, New Customers, and Termination Log Login to Ebridge Select Reports Select Producer Productivity Select Start and End Dates and choose NEW in status, make sure the bind date is selected
Click Run Report Click the Tab with the picture of an excel spreadsheet, then click open spreadsheet Copy and paste the prior months information into the List spreadsheet and delete all of the Cancel/Rewrites and MRPs
Turn on Caps Lock, find all of the information for each newly written client in Gateway and enter it into the New Customer spreadsheet
If they already have a policy, add the line code to the already existing spreadsheet (A, B, C, or D)

A 70, 10, and any other policy B 70, 10 only or 70 and any other policy or 10 and any other policy C 70 or 10 only D Anything else (The number of policies doesnt matter)
Step Two: Adding to the List
From the New Customers spreadsheet Cut and Paste at the bottom of spreadsheets A, B, C, or D according to their classification
Data Sort each spreadsheet according to Line Code and then Last Name in ascending order
Save the changes made to the spreadsheets A, B, C, and D
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Step Three: Removing Terminations - Printing the list 1. Open Alstar. Type these in this order

13 Enter 6 Enter 1 Enter 01 06 09 Enter aa Tab zz Tab Date (Example: From 11-01-06 to 02-28-07 would be 11 01 06 02 28 07) Line Code (070, 010, 016, 019, 032, 059, 060, 071, 072, 078, 088, 090) Enter Enter Enter Tab Tab 01 06 Y Enter
2.
Wait a few seconds for the Audit to process

13 Enter 1 Enter F3
3.
Select 13 and Enter until the screen shows that the DNC has completed

1 Enter
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2 Enter
Step 4: Removing Terminations Editing the List 1. 2. Look up each name in Gateway to determine what types of policies they have. Find each person in the client segmentation and change the policies they have listed in the segmentation to match what is indicated in Gateway. 3. If they have no active policies listed in Gateway, then cut the name from the segmentation and enter it into the termination log. 4. When through editing the client segmentation then data sort the spreadsheet by line code and then last name. 5. Save.
CCC REGISTRATION
(Updated 7/28/2009 JO) New Business /Production Log Login to Ebridge

Select Reports Select Producer Productivity Select Start and End Dates and choose NEW for the status, make sure the Bind date is selected
Click Run Report Click the Tab with the picture of an excel spreadsheet, then click open spreadsheet Copy and paste the prior months information into a new spreadsheet Delete all columns except for the Date, Name, Policy Type, Source and Email Address
Look up person in Gateway to make sure policies are active Check to see if customer has an email address (if no email, no need to register)
Registration Steps
Although there may be more than one person on the policy, only one has to be registered
Open the Customer Care Center Click Register Now Continue Enter in the insureds First, Last name, Address, Email Address, and Policy numbers
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Continue In Gateway click on one of the policies and scroll down to the list of people In CCC Registration enter the insureds last four digits of social security number and their date of birth
If it asks for Full or Limited, click Limited Click to Agree with terms of use, then click continue Create user ID and password
For the User I.D., use insureds last name and first numbers of their address (for example: Nix321)
Let the password be the insureds first name If name is less than 6 characters, use 1 and up at the end (for example: John12)
Type the User ID and Password in the list then, Click Continue After they are registered online, email customer with Customer Care Center letter
CCC Registration Letter

Send client Customer Care Center email letter Paste email address in TO: box Type Customer Care Center Registration in subject line The letter is already pre-filled, add User ID & the Password & change name in salutation
The policy type should be changed to fit the customer's policy types Highlight customer on list to let you know its been sent and completed
At the start of each week Bill will send a list of CCC Registrations and other CCC materials. Check and make sure each account has the proper e-mail address inserted in them.
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Example of Customer Care Center Registration Letter:

Hi Name, Allstate has recently launched a great new tool known as the Customer Care Center. This tool is designed so YOU, the customer, can take care of everything involving your insurance on the Internet. We have registered your Homeowners & Auto policy with our Customer Care Center, within the next 10 days you will receive a letter with your Personal Activation Key (PAK) number. Once you have this number you can log on to the CCC which gives you access to your policy and the ability to complete many service transactions right away, including several of the following: ~ View account status and payment history ~ Make a payment via check or credit card ~ Apply for the Allstate Easy Pay Plan ~ Enroll in Allstate eBill ~ Receive Allstate email updates ~ Report a claim (We recommend contacting us prior to filing any new claims for professional advice) ~ Check claim status ~ Request duplicate auto ID cards ~ View policy information ~ Request policy changes (available in many states) ~ Order Allstate Safety Connection materials To access the site, go to www.Allstate.com and click on Customer Care Center. Your User Name is munroe1679 and your Password is verdun1. We encourage you to change your password during your first visit to this site so that you will be the only one to gain access to your policies. We also encourage you, at your convenience to go to the site and take the tour to familiarize yourself with all of the options the CCC has for you. If you need assistance with other insurance, including life insurance or mortgage protection, please call us at 1-888-765-2201 P.S.........Thank you again for your business, and please don't forget about our "Just Keep Talking" Referral Program. All you do is "Just keep Talking" to your family, friends, neighbors, and co-workers about our agency and services that we provide, and you can win a $500 VISA Card, $50 gift card given away each month, $10 gas card for each referral, and help us contribute over $3,000 to the Bill Gough III Memorial Scholarship. Call now for more details!!!
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WELCOME KIT PROCESS

(Updated 01/20/2010 - JO) *** THIS IS A DAILY TASK *** PART 1 (Day of Sale) 1. Open the Welcome Kit file in the Public Drive
2. Login to Ebridge 3. Select Reports 4. Select Producer Productivity 5. Select Start and End Dates and choose NEW in the status (make sure the tab Bind date is selected) 6. Click Run Report 7. Click the tab with the picture of an excel spreadsheet, then click Open 8. Look at what the last name is in the Welcome Kit and compare to where it is in the Productivity Log. 9. Copy and Paste the new customers Date and Customer to the Welcome Kit underneath the previous ones. Do not Copy the new customers that are MRPs or Can/Rewrites. 10. Change the font to Arial and the letter size to 10. 11. Look through the new names and delete the duplicates 12. Type the last name in the Last column 13. Erase the last name out of the First column. Make sure to not leave a space after the first name. 14. Size the Excel screen to be half of the computer screen 15. Look up the name of the new customer in Gateway and fill in the address and birthday (Click on the policy and scroll down to People to find the birthday) 16. Import the new clients into SendOutCards To Import A List: Copy the header row and information of the people you want to add to SOC (Send Out Cards) into a new Excel spreadsheet. Go to Save As and name the file Welcome Kit Date, change the file type to Text (Tab Delimited) and save.

Go to SendOutCards.com and select the contact manager. Select Clear Group Selection Select the Unassigned group. If there are any sympathy cards saved in that folder, move them to the Obituaries group.
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Select Contact Manager again and this time select Import Contacts. Next to File to Upload select Browse. Choose the document you just saved Welcome Kit Date and choose open. Match up everything (In the First Name Drop Down box, select First.)
Choose Import Entire File. Go to the Unassigned group and choose send campaign to checked and choose Welcome Kit. Approve the postage and points (make sure you only click once here or you will send the campaign more than once).
Go back to the Unassigned group and select move checked to a group and choose the Welcome Kit group. In Part 1, the customer will receive the following:

A Thank You Card from Bill for their recent Insurance purchase Birthday Card for the next 3 Years Happy 4th of July Card for the next 3 Years Memorial Day Card for the next 3 Years Thanksgiving Card for the next 3 Years
PRINTING THE ENVELOPES FOR PART 2 & PART 3 1. From the Welcome Kit spreadsheet, copy the First Name, Last Name, Address, City, State, and Zip Code Headers and information for the people you are printing envelopes for. 2. Create a new Excel spreadsheet and past that information there. Make sure everything looks okay and then copy everything that you just pasted into a new Word document. You can exit the new Excel spreadsheet without saving. 3. In the Word document you just created, go to File, Save As, then select desktop as the location of the save point, and save the document as Addresses. 4. Open a new Word document and go to File, Page Setup, Paper Size, Select the Landscape bullet, change the width to 10, and change the height to 6. Click OK. a. Go to Insert, click Text Box, place your pointer where you want to place the top left hand corner of the text box you are creating and left click (keeping it pressed) and drag the box to the size you need for the mailing address. Right click on the black line of the text box, select Format Text Box, go to the Line Color drop down box, choose No Line, click OK. 5. Go to Tools and select Mail Merge. The Mail Merge Helper will appear. Under Main Document, select Create, select Form Letters, and select Active Window.
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6. Under Data Source, select Get Data, Open Data Source, select Desktop, click on the Word Document Addresses. Click Open. 7. Click on Edit Main Document when it appears. a. Click inside the text box you created. On the dropdown box called Insert Merge Field you must choose the following:

First Space Last Enter Address Enter City , Space State Space Zip
b. Select the Merge button on the toolbar, select Merge again. Then you will be ready to print the envelopes. When using an HP LaserJet 1320 you will insert the envelopes in the tray face down with the envelopes opening to your left. When using an HP LaserJet 1300 you will insert the envelopes face up with the opening to your left. You will need to print these envelopes twice, so you will have Part 1 and Part 2.
PART 2 (7 days later): 1. 2. 3. 4. 5. 6. 7. Thank You Letter from Bill Who Do I Contact sheet Emergency Contact Program Flyer Return Prepaid Postage Envelope Referral Program Flyer Allstate Notepad and Pen $1 million bill
PART 3 (7 days later): 1. Oops I left out some great info for you from my mailing to you last week Flyer 2. Referral Program Flyer
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3. Client Newsletter (Most Recent) 4. Household Inventory Brochure 5. Small Gift (Key Chain, Magnet, Koozie, etc Whatever we have in the supply room that will make it lumpy) We Send This to ALL New A, B, & C Clients Reminder: You should check the reminders in the Main Menu of SendOutCards.com to make sure that the people receiving cards still have active policies with our agency. If their policies have terminated then delete their sent campaign. You should also check the reminders that are sent to your inbox the same way. Updating In Send Out Cards: When you find people that are no longer customers or have to make an address change, follow these steps:
Login to SendOutCards.com

User ID: ***** Password: ********
Select Manage Campaigns

Click View Unfulfilled Campaigns Press Ctrl + F Type in the persons last name and click Find Next. Exit the Find box when the desired contact is found.
Click cancel next to the persons name to cancel the campaign.
If customer has no active policies with us any more, then you are done. If customer still has active policies with us, and you are simply making an address correction, from here you will select the Contact Manager

Click Clear Group Selection Check the box next to Welcome Kit Click Find Contact Press Ctrl + F Type in the persons last name and click Find Next. Exit the Find box when the desired contact is found.
Click View Contact Make the address correction Go the Send Campaign and select Welcome Kit and click Send Campaign Click Yes (Only click once or you will send the campaign more than once)
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Select Contact Manager

Click Clear Group Selection Check the box next to Welcome Kit Click Find Contact Press Ctrl + F Type in the persons last name and click Find Next. Exit the Find box when the desired contact is found.
Click View Contact Delete the first card scheduled to go out.
Checking Send Out Cards (SOC) for Terminated Policies * Everyday Task * 1. 2. Log in to SOC On the left of the home page there will be a reminder list of people who will be mailed a card soon (Reminders can also be forwarded to a designated inbox) 3. 4. 5. 6. 7. 8. 9. 10. In Gateway search for the names that are on the SOC homepage Verify the customer by their date of birth Look to see if that person has any active policies If active, then delete the reminder on SOC homepage If not active, click Manage Campaign Click Unfulfilled Campaigns Press Crtl + F and the Find box will appear Type the Last name and click Find Next until you find the correct campaign. Then exit the Find box 11. 12. 13. Click Cancel next to the persons name Click Contact Manager and type in the name Click on Delete Checked
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WELCOM ME KIT PART P 2 (C CONTACT SHEET T)
BG GI Marketing Syste ems 2009 Bill Gough & BGI Marketing System ms - All Rights Re eserved 877-208-9649. 32 21 S Walnut St Flo orence AL 35630. . Disclaimer / Privacy y/
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WE ELCOME KIT K PAR RT 2 (REF FERRAL PROGRA AM)
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WEL LCOME KIT PAR RT 2 (EME ERGENC CY CONTA ACT LETT TER 1)
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WELCOME KIT PART 3 (WELCOME LETTER 2)
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WE ELCOME KIT K PAR RT 3 (REF FERRAL PROGRA AM)
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WELCOME KIT PART 3 (LATEST NEWSLETTER)
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INFUSION EMAILS
(Updated 01/20/2010 JO) Building the Lists
Login to Ebridge, Select: Reports, Producer Productivity, Start and End Dates, make sure the Bind date is selected, and choose NEW in the status
Click Run Report Click the Tab with the picture of an excel spreadsheet, then click open spreadsheet
Copy and paste the prior months information into a spreadsheet Create blank spreadsheet #1 Copy and paste date, customer, policy type, source, and producer for all written internet leads for prior month Change font size to Ariel 11 black Save as Customers (year, month) Open all producers follow-up and deleted follow-up spreadsheet Create blank spreadsheet #2 Copy and paste all prior month leads in Working and Written/Final tabs After pasting each producers leads, type initials in last column Save as Prospects (yr/month) Open All-American Customers and Prospects files in public drive Search each customer in all three files until found Create blank spreadsheet #3 Copy and paste first name, last name, and email If found in Prospects (yr/mo), type new in 4th column If found in All-American Prospects, type aac in 4th column If found in All-American Customers, dont type anything in spreadsheet #3 If not found in any of the spreadsheets then label new
Once info is copied, delete out of other spreadsheet

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***EXCEPTION*** Written File
Updating Infusion Account Open Internet Explorer, go to bginsurance.infusionsoft.com Login: ******* Password: ********
In Infusion, search each name in spreadsheet #3 that has aac by it Click on name, scroll down to see what tags the customer has If All-American Customer then delete out of the spreadsheet If All-American Prospect then click on Tags Click on the box to remove the prospects tag Under All-American Insurance, choose customers from the drop down box, then select Add Repeat for all names that have aac beside it
Reopen Prospects (yr/mo) and delete all info except 1st name, last name, and email Save as Prospect import (csv comma delimited) In Infusion, click import under setup, then click browse Find file (Prospect import file) and click open Click for next step
Match field names then click next Check all of the boxes under Preparing for email marketing then in the text box below type: They requested information from our agency. Choose Next, then Done
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RENEWAL PROCESS
(Updated 01/20/2010 - WM) TaG Renewal Audit Process Open up Internet Browser that you will be using Go to www.tagallstate.com Sign into TaG using your Agent ID and password Click Customer Audits, then Click Order Click Add to Order inside the Various Customer Audits box Scroll to the bottom of the page. Under the Custom section, select All Purpose Audit. Click Policy (on the left side of the screen), then Click Line Code Select which line code(s) that you would like to include (Ex. We use 70 and 10) Click Add to add them (they will spear in the selected demos box) Click Anniversary Date Renewal Month & Day (on the left side of the screen) Input which dates you would like the audit to include ( Example for the month of August you would put From: 0801 - To: 0831) Click Continue Click Skip Geography Filter Do not select and Suppressions, scroll to the bottom of the page, click Submit Click Add to Cart Make sure Electronic File is selected, thenClick Continue Verify the e-mail address you want the completion email sent to, then click Continue Under Order Description, name the order (Ex. August 2009 Renewal Audit lines 10 & 70) Click Check Out Click Buy It! (the amount should be $0.00) Wait for the email confirmation the list is ready to download. Once Confirmation is received, log back into TaG From the Home Page, click on Order History Click on the Order Number (of the order you just submitted) Under File Download, there is a link called Follow-Up. Click on the Follow-Up link. A file Download Box will appear. Click Save, choose the location on your PC you wish to save it, name the file, and click Save.
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Open up the spreadsheet you just saved and click in the last cell on the bottom right hand side of the used cells. Left click and drag the curser all the way to the top left hand cell. Right Click and select copy Open up the Renewal Spreadsheet in the Public Drive Insert a new tab on the bottom of the workbook and label it for the month. Paste the selection that you have previously copied. Dont forget to save it!
Renewal Reviews The Voice Broadcasting - SUSPENDED Open the Renewals Folder in the Public Drive Open the Renewals Spreadsheet At the bottom of the page, click on the latest month you need to schedule your calls for. Open a new Microsoft Excel Spreadsheet. Copy and paste all the information from the Renewal Spreadsheet into the blank spreadsheet. Exit the Renewal Spreadsheet. In the new spreadsheet, delete all of the columns except First Name, Last Name, Address, City, State, Zip & Phone #. Go to File, Save As, then name the spreadsheet (Ex: August Renewal Call List), click Save. Go to Data and sort the list by Phone. Remove any entries with no phone number. Go to Data and sort the spreadsheet by Last Name then by First Name. Skim the list and remove any duplicates. Next, depending on how many weeks are in the month (we will say there are four), create four separate sheets in the workbook. Rename the sheets to read something like Aug Call 1 (6-3), Aug Call 2 (6-10), Aug Call 3 (6-17), Aug Call 4 (6-29). Look to see how many total Renewals you have to call (For Aug Renewals, we had 405 after removing duplicates). Divide the total number by the number of weeks you have. Cut and paste the amount onto each worksheet (Ours had 101 on sheet 1, 101 on sheet 2, 101 on sheet 3, and 105 on sheet 4).
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Save your changes. When its time to schedule a Voice Broadcast (we send our renewal calls every Wednesday), delete all the sheets in the workbook except the one you are scheduling. Be sure not to save changes.
Go to File, and SAVE AS, and name the file (Example: Aug Ren Call 1), change the type to CSV (Comma delimited) file, and click Save. Go to www.automaticresponse.com and login to your account. Go into the Client Connection Broadcast. Click Schedule a New Broadcast. Under Upload a Broadcast List, click on Click Here. Click on Upload a phone list from your computer. Put in a Phone List Description (Aug Ren Call 1), click Browse, locate the file, click open, then click Begin Upload. Click on the Click here link. Name the Voice Broadcast (Aug Ren Call 1), Select the Date, Begin Time, End Tim, Call-Type (Both Live Person and Answering Machine), Choose Broadcast Extension (2000 Bill: Annual Renewal Call), Choose Broadcast List (the list you created earlier, Aug Ren Call 1), Click Schedule Broadcast.
Verify the Credit Card, click Confirm.
CALLING SCRIPT (Leaving a message) This is _____ with the Bill Gough All American Agency. I was looking over your (home/auto) insurance files and noticed something that we really need to talk about. Please call me at 256-765-2200 or 1-888-765-2201 during the hours of 8:00-5:00. Again my name is _____. Have a great day!
When They Call Back: I noticed your policy has not been reviewed in some time and just needed to take 3-5 minutes to review for discounts.
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POLICY REVIEW PROCESS Updated: 01/25/2010 WM
When someone calls in the office and is either responding to the ART call, postcard, or just calling in about rate increase to get a review then the call is IMMEDIATELY sent to the first available Licensed Agent. If there is not one available there are two unlicensed staff that are qualified to do the reviews as well. The first thing that you will want to do is pull up there portfolio in Gateway. Go through their basic information in Gateway, names, addresses, phones, emails, etc. Verify everything is correct and collect any additional ways to contact them; phone or emails. Depending on what they have insured with us you will want to pull up the first policy on the list and review the details on that policy and then move on to the next going down each line of the Policy Review Sheet. Make sure you point out any discounts, renovations, etc they are missing and MIGHT qualify for and review this with them. The same with EZPAY. If you notice they are not on Ezpay then discuss the benefits of it and the ease of setting up a policy for them. If you notice that they do not currently have Auto/Home policy with us you will want to try and cross sell the quote and get them to let you know it or review an old quote that is already in the system. If there is already a quote in the system do not take the extra time to transfer the call to that sales agent, go ahead and review the quote (if you are licensed to do so). Follow the Policy review sheet and ask the Transitional Phrase about other lines of insurance that are NOT with us, the life appointments. Ask to rebook for next year, wrap up with any questions, and let them know about our referral program. Dont forget to log it in the renewal spreadsheet that you spoke to them and the outcome of it. Also, give your review sheets to your manager for the extra bonus.
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SAMPLE OF POLICY REVIEW SHEET
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SCRIPT FOR INCOMING RATE INCREASE CALLS
Mr. or Mrs. _____________, I am really glad you called today to discuss your policy (s) so we can make sure you are properly covered and receiving all the discounts that may be available to you. I understand your policy has increased due to (example for home: Claim, PIA increase) (auto example: Claim, change of vehicle) or because Allstate has taken a rate increase for the state. The increase is due to the natural disasters and home foreclosures. So lets discuss how we may be able to save you some money.
I see your home was built in 19____, have you had any renovations on your home in the past five years? Such as a new roof, heating /air, plumbing, electrical or major additions. If so do you have the receipts for the work done?
Also you currently have a deductible of $______. (See deductible script). The higher the deductible the lower the premium.
Note: If they do not have the other line with us or have home and auto but appear to need a PUP this is when you would say:
We also give a significant discount for having your ________ with us. Who do you have your coverage with currently? Could I give you a free quote to see how we compare as a package?
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ART VOICE BROADCAST
Recording the Message Dial 1-888-259-2314 Press 1 For Voice Broadcast Enter your 10-digit Account Number Enter your 4-digit PIN number Enter the 4-digit extension you wish to record the Voice Broadcast Message on. Press 1 to verify the extension Press 1 to record your new message. Press 3 when finished. Your new recording will automatically play back for your review Press 1 to save your Voice Broadcast Message recording. After it is saved, you may hang up, or press 4 to record a Voice Broadcast on a new extension.
Signing in to ART
www.automaticresponse.com Click on Login on the top right of the page Login using your user ID and Password Click Client Connection Broadcast Voice Broadcast at the bottom of the page
Creating a Broadcast List
To create a Broadcast List, you need to create an excel spreadsheet with Phone Number (Area Code first, NO DASHES OR PARENTHESIS). Go to File, Save As, then in the drop down box, Save as Type, choose Text (Tab Delimited), then name your file.
Uploading a Broadcast List Click Making a Phone List From Scratch Name the List (Ex: May 09 Renewal List 1) Click Browse and Select the Excel Spreadsheet from wherever it was saved *** The file must be saved as a Text Tab Delimited (.txt) *** Click Begin Upload. (This may take a second or two, SO HAVE PATIENCE!)
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Scheduling Your Broadcast Name the Campaign (Ex: May 09 Renewal Call 1) Select the Date of the Broadcast Select a Beginning and Ending Time for the Broadcast (must allow one hour per every one thousand phone numbers you are attempting to call) Select Live Person and Answering Machines on Broadcast Call-Type Select the Extension that the message was recorded on. Select the list you uploaded Click Schedule Broadcast
Payment You can save your credit card in their system. Choose the card and click Confirm Order (Once again, this takes a second, so only click once)
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JOB TASKS
General Answering Phones Phone Tips & Facts Taking Payments Opening Closing Out Setting Alarm Copy & Fax Machine Postage Refill Transferring Calls DNS (Do Not Solicit) I.D. Cards/Evidence of Insurance Claims Warm Transfers Endorsements Setting up EZ Pay
Darlene: Operations Manager, Bills Executive Assistant Deposit Make sure it is deposited every day Train New Employees for Administrative Department Monitor Compliance and Sales Reports (Posis, CSRP, T-Docs, 60 Lists, etc.) Payroll (Processing) Interview New Hires Scheduling Office Meetings Inspect What You Expect (Accountability) Set Up New Employees with IDs and Passwords
Wendy: New Business Sales Manager New Business Sales Manager New Business Sales (Internet Leads, Incoming Calls, X-Dates; Commission, Production, & Referral Log) Customer Service Policy Reviews
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Regina: Customer Service Manger Manage and train staff Customer Service New Business Sales (Incoming Calls, X-Dates; Commission, Production, & Referral Log) Policy Reviews Take care of all RMBC Requests and Consumer emails and Property Service emails and distribute to each sales producer or staff to handle from all locations Handle all complaints Make sure back door locked, phones are forwarded, and remittance closed out each day. Marilyn: Customer Service Representative, Licensed Insurance Advisor New Business Sales (Incoming Calls, X-Dates; Commission, Production, & Referral Log) Customer Service IRMS A.I. Conversion Policy Reviews Inspections/Non-Renewals
Jessica: Administrative Assistant Client Segmentation (monthly) Sales Suspense Chargebacks (Quarterly) Infusion Emails (Customer Referral, Prospect/Customer Safety Tips, & Teen E-zine) Manage Testimonials Updating Tracking Logs (Referral Log, etc) Referral Program Selecting Winners and gift cards MMBs Cancer Campaign Life Term Birthday TAG Audits for Renewals
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Tanya: Receptionist for Huntsville Office Receptionist / Customer Service (Huntsville Office) Returned Inspections for sales Agents CURP, SRM verifications, and non-renewals policies for everyone Lees assistant: TDOCS, Quote Packages, Leads360 leads for Lee, etc. Mail and returned mail Policy reviews
Allison: Administrative Assistant for Sales Department Pulls and Tracks Internet Leads Quote Packages Customer Service Xdates - Send ART X-Date Calls and Post Cards and monitor the xdates in Ebridge Enter all new business into Ebridge daily and send email with Daily numbers out Lead Count and Numbers Spreadsheet calculated and sent out monthly Keep up with Neighborhood Marketing addresses and update list to be mailed to Maintain spreadsheet for Inspection Leads TDOCS for Sales Agents Claims Postcards Return Mail Good Student Discount
Lee: Licensed Insurance Advisor New Business Sales (Internet Leads, Incoming Calls & X-Dates: Comm., Production and Referral Logs) Customer Service Policy Reviews AWD Calls
Janice: Customer Service Representative, Licensed Insurance Advisor T-docs SMART Report (All locations) Obituaries (Send out cards) Monitor CIC (Customer Internet Activity) Customer Service Request Calls Daily Policy reviews and Call Backs Print Daily Close out, Deposit and Remittance
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Ashley: Administrative Assistant In Charge of Other Ins. Agent List for BGI Welcome Kits & SOC Reminders CCC Registration Scanning/Filing Distributes Faxes Daily
Melissa: Receptionist/Customer Service Representative Check Voicemail and forward appropriately Answer phone and distribute calls within office Customer Service Towing Process/ Bills Handle and Distribute Mail Deposit Close Out & Print Remittance at 5:00 Check Version Errors Supplies (check weekly) CMA Document Renewal
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Sales Funnel Roadmap From Soup To Nuts
TABLE OF CONTENTS
Incoming Calls (Quotes) ............................................................................................................. 02 Incoming Calls (Schedule) .......................................................................................................... 06 Cole Leads...06-09 X-date Process.10 Internet Leads..11-12 Looking Up Tax Records13-14 Quote Script (Internet Leads) ..................................................................................................... 15 Fire Department Verification ....................................................................................................... 16 Sample Internet Lead and Quote Emails ............................................................................... 17-39 Writing / Signature Page (Sample & Attachment) .................................................................. 40-41 Key Talking Points ................................................................................................................. 42-43 Auto Quote Sheet ....................................................................................................................... 44 Property Quote Sheet ................................................................................................................. 45 Renters Quote Sheet .................................................................................................................. 46 Mobile Home Quote Sheet ......................................................................................................... 47 Boat Quote Sheet ....................................................................................................................... 48 Commercial Quote Sheet ........................................................................................................... 49 Quote Packages ......................................................................................................................... 50 Revised Quote Package (Sample) ....................................................................................... 51-64 Agency New Business Log .................................................................................................... 65-66 How to print into Ebridge ............................................................................................................ 66 How to pull up the Production Log ......................................................................................... 67-68 Renewal Calls ........................................................................................................................ 69-71 Policy Review Sheet ................................................................................................................... 72 Neighborhood Marketing Campaign ...................................................................................... 73-74 Inspector Lead Campaign ...................................................................................................... 75-77 Sales Roadmap .......................................................................................................................... 78 Commissions (Sample Spreadsheet) .................................................................................... 79-85
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INCOMING CALLS (QUOTES)

(Updated: 03/03/09 WM) Qualifying Prospects IMMEDIATELY: What Company are you insured with now? How long have you been with them? When is you renewal date? Do you have any claims? When an incoming call comes in to get a quote the first question that is asked is Are you currently insured with us? If the answer is NO, then ask, Ok, have we ever quoted you before? And no matter what the answer to that question is ALWAYS look the customer up in Alliance to see if they have been previously quoted or not.
If they have been quoted before then the quote goes to the person that last quoted them. If they have not been quoted before, then follow the quote schedule and give it to the next person in line. (Quote Schedule example shown on page 6). If the customer is currently insured with us, find out what type of quote they need. If they currently have their auto insurance with us and need a quote on another vehicle then try to assist them or give it to the first available licensed person.
Pull up the corresponding data sheet for the type of quote that the customer wants. See attached. While you are pulling up the Alliance screen you can build report by asking: 1. The first question on all Data Sheets is: What brings you to our Agency? If this customer was referred to us by someone else then they are your FIRST PRIORITY customer!!! REFERRALS ARE GOLD!!! 2. What has you shopping for car insurance? 3. Are we the first company you called for a quote? For Auto: Go through the data sheet and collect the pertinent information needed to Quote them: Name You should already know this but you can verify the spelling. Current Address Contact phone numbers and EMAILS (4.) Who are you currently insured with? (If they havent already disclosed this to you.) Ok, how long have you been with them? Do you know when that policy is scheduled to renew or cancel? What type of vehicles do you have? Are you married or single? Get the spouses name.
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Are there any other drivers in the household? Get their names. Ok, what is everyones date of birth? Do any of you have anything on your driving records in the last 5 years? If there are any young drivers discuss Good Driver Discount (if the young driver has A/B honor roll or a 3.0 GPA they get a discount, must have proof) and TeenSmart (mail brochure to them and explain that this is a course that you can order for your teen to take on a disk and they can get a huge discount that pays for the course within the first year of them taking it and it stays on the policy until the driver is 21). What is your occupation? We offer extra discounts for certain occupations in Alabama. Ok, on these vehicles do you know the current coverages that you have on them? (i.e. full coverage or just liability and the specific limits).
5. How much are you currently paying for Auto Insurance? 6. Other than price, what is important to you in your auto insurance? Ok, now do you own your home or do you rent? Lead into a homeowners quote or a renters quote with them.
FOR HOME: Go through the first three questions (Of course if you have already asked these, you will not want to ask again) on the data sheet, and collect the pertinent information needed to Quote them: Verify Property Info: o o o o o o o o o o o o What is the Address of the property needing insured? What is your Prior Address? (if they have been at the current one for less than 5 years) Who do you have the house currently insured through and when is that policy scheduled to renew/cancel. If you have access to the tax assessors office online then pull up the house online and verify the year built and square feet of the house. If not, then What year was the house built? How many Square Feet are in the house? Is the house on a Foundation/Basement/Crawl/Slab? How many bathrooms does the house have? Does it have any fireplaces? Is there an attached Garage or Carport, and how many cars will it hold? Is the house frame or brick veneer? Who is the primary fire dept and how far are they from your home?
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o o o
Do you have any Dogs at the premises? (cant do Doberman, Rottweiler, Pit Bulls, or Chows) Ok, do you have a pool or trampoline? (must be inside of a fenced in area) And is there a Wood Burning Stove; is it freestanding, on slab/carpet?
If you have not already gotten the information for their auto insurance then, Who do you have your car insurance through and I will give you a rate on that too. And go through the auto information.
Once you have collected all the information you need to quote the policy for them and if you have not already been inputting the information in the Alliance Quote system while you were gathering it all, then explain that it is going to take a couple of minutes for you to get the quotes together and you will call them back. Is the number that they are calling you from the best way to reach them or is there another number that you can contact them back at in about 10-15 minutes (or however long it normally takes you to work up a quote.) This customer is the priority right now so jump on the quote and dont get distracted by another call.
When you call them back make sure you ask them if this is a good time to go over there quote and coverages. If they say NO, then ask them when a good time to call them back will be and the best number to reach them at. If they say YES, then go over all of the coverages with them and give examples to each type of coverage so as to explain to them in laymans terms what each coverage does.
Ask them how they normally pay their policies and go over our EZPAY PLAN. Explain the benefits, that they will receive extra discounts and save them time and money to set it up this way. They can choose the day of the month they want the drafts to come out on and Home Office will send them a reminder letting them know how much and exactly when the payments will come out. Ok, what is your routing number and account number for the account you want it to come out of and I can get it set up for the 10th (or whatever day they choose). You can go ahead and make a down payment on the policy with a debit or credit card or wait till your first draft and it will be for two months. When do you want me to make the effective date of your policy?
If you by chance do not get the sale for whatever reason (claims, rates, etc) then ask them to X-date your quote. Tell them you will put a follow up in your calendar and get back to them closer to the renewal date and see if there is anything that you can help them with at that time. Then put it in the X-DATE SPREADSHEET for the corresponding month they need to be followed up on.
We mail quote packages to ALL quotes that come in the office, regardless if you write them or not. Include printed out copies of a special quote that is in Publisher and include each type of policy that you have
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quoted, a cover sheet, 21 Reasons to do business with Bill Gough, a Testimonial sheet, and business cards of the sales agent.
WHATS NEXT. . .
WHEN you write the policy explain to your new customer that you will be emailing or mailing them a copy of a signature page that we need for our files and they can fax it back to you as soon as possible. Then the home office will also be mailing their policies to them within 10 business days. If they happen to not get them to please call and let us know so we can find out what the problem is. They will also be getting things from this office, welcome packages, newsletters, etc. And they will be added to our Customer Care Center so they will be notified by email of reminders for their policies, discounts that we can offer them, or anything from Home Office.
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INCOMING CALLS (QUOTES)

(Updated 7/01/2009 WM) There is a quote schedule made each month or when you have a change in staff. Divide the day out into equal times and assign each sales person a certain time. Change up the times. An Example is given below: Monday 08:00 10:00 10:00 12:00 12:00 02:00 02:00 04:00 04:00 05:00 Wendy Lee Jordan Regina Marilyn Tuesday Wednesday Thursday Lee Jordan Regina Marilyn Wendy Jordan Regina Marilyn Wendy Lee Regina Marilyn Wendy Lee Jordan Friday Marilyn Wendy Lee Jordan Regina
When someone calls in for a quote, find out who is on their call time and give the call to that sales person. The first question that should be asked is Have we ever quoted you before? No matter what the answer is, go into Alliance and double check to make sure that you should not give the call to another sales agent. If no one else has quoted them before then proceed with gathering the information needed to quote it. Go through the data sheet for the pertinent quote type and dont forget , CROSS SELL, CROSS SELL, CROSS SELL!!! There are data sheet for each line of business. Remember NOTES ARE YOUR FRIEND! The more notes you have the less likely you will miss something and the faster you get to writing that policy.
COLE LEADS - Suspended

(Updated 9/22/09 CM/WM) 1. Log on at www.colexdates.com 2. Enter your User Name: Password: 3. Begin your search This is a cross reference search engine so you will be putting in a specific address with a zipcode that you have already given to Cole Leads previously to buy leads from. Under XDate Search select the month, state, address and Zipcode and choose Search A screen will show up to 100 records, use the arrows to move between screens. If the search returned 1500 records or less use the Move All Records to Output button to move all records to the output queue. To move fewer records select your records by placing a checkmark in the box before the name. Selections may be made one at a time or in groups by using Shift+Click. Use the Move Selection to Output button to send the selected records to the output queue. Use the Clear button to clear the output queue and reset the screen if needed. Once, you have moved your records into output, use the Export to File button to export your records.
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Then choose what type of File Output you would like to use, excel spreadsheet, mailing labels, etc. And choose Create Output File and save your file to your computer. You can then use it to mail merge postcards, letters, or input it into your Leads 360 for use. Doing a Custom Search When doing searches on the Custom screen, type the least amount of information and then narrow your search later to limit the number of results. Entering the street name with a check mark in the Wildcard box along with the 2 letter state abbreviation will bring up all listings in the state on the street name whether it is st, rd, ave, blvd etc. Adding information in any of the other fields can narrow results. To view your results click on the search button. Reset button will clear all fields on the Custom Search Screen.
X-DATES
(Updated 01/20/2010 AT) You will receive Quotes with Xdate and a date written on them Creating an X-date Log into E-bridge. Search for customer name. If existing customer: 1. Open customer Info. page 2. Select Create New 3. Choose X-date 4. Select policy type for Policy (ex. 10-V, 70) 5. Select Company used to quoting, usually Allstate 6. Enter the Xdate 7. Set to remind sales producer 2 months prior to the renewal date or for the date the agent has specified. 8. Click save. 9. Click save again in customers profile. If new customer: Create new customer Select Create New: X-date Repeat steps (4-9) Working the Xdate list in the beginning of every month Log into E-bridge In the Home tab click on Expiring over to the left hand side Select the correct month and producer E-Bridge then pulls up a list of all X-dates for the selected producer Click on the icon that looks like a spreadsheet, to generate a spreadsheet with all the information. Click on the icon that looks like an e-mail message, enter the correct information and it will generate emails (that you must make and can store on E-bridge). Print the Excel spreadsheet and give to producer
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X-date Art Calls Pull up the x-dates in E-bridge Click on the spreadsheet icon to generate the spreadsheet All that is needed is First, Last, and Phone Number Delete the rest of the information Take out all spaces, dashes, etc out of phone numbers ex. (945) 856-4782 = 9458564782 Delete any that dont have phone numbers Save spreadsheet as ex Michaels Sept X-dates Save type as CSV (Comma delimited)
Creating the call Log into ART www.automaticresponse.com Click Client Connection Broadcast Voice Broadcast at the bottom of the page Creating a Broadcast List To create a Broadcast List, you need to create an excel spreadsheet with Phone Number (Area Code first, NO DASHES OR PARENTHESIS).( The spreadsheet above) ((Go to File, Save As, then in the drop down box, Save as Type, choose CSV (Comma Separated), then name your file.))..Same as above In ART, click Making a Phone List From Scratch Name the List (Ex: May 09 Wendy X-Date') Click Browse and Select the Excel Spreadsheet from wherever it was saved. Click Begin Upload. (This may take a second or two, SO HAVE PATIENCE!) Name the Campaign (Ex: May 09 Wendy X-Date'). Select the Date of the Broadcast. Select a Beginning and Ending Time for the Broadcast (must allow one hour per every one thousand phone numbers you are attempting to call). Select Live Person and Answering Machines on Broadcast Call-Type. Select the Extension that the message was recorded on. Select the list you uploaded. Click Schedule Broadcast. Then it will ask for payment Xdate Postcards These are done a few days after the call goes out Open Xdates folder located in Public Drive Select postcard for correct agent Print out cards (can print ahead of time) Write the name and address of the customer on front of card Add sticker picture of agent on the front and mail Continue for each agent
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EXAMPLE OF XDATE POSTCARD FRONT OF POSTCARD
BACK OF POSTCARD
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SAMPLE OF XDATE EMAIL
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INTERNET LEADS
(Updated 11/11/2009 WM) Internet leads are sent from the Internet Lead Source (i.e. Netquote, InsureMe, etc) and sent directly through the Typhoon Quote Burst system as well as the Leads360. Depending on the way that you have your Quote Burst and Leads360 systems set up will determine how the lead is quoted and who receives it. (These things can be discussed between you and your representative that is helping you set up each system initially) When the lead comes into the Leads360 system the sales agent is automatically sent an email letting them know that they have received a new lead. And the customer is also sent an automatic email letting them know that we have received their information and are working on a quote for them. It also has the additional information needed to verify their rates and coverages for them. (Sample included) Quote Burst will send an email to the customer with either a quote or a failed reply. Every morning the first thing that a sales agent will do is log into the Leads360 system and start working their leads. The agent will open the lead by clicking on the E that is to the left of their list of leads. It will pull up all of the information that the customer sent online to us, including phone numbers, email addresses etc. The agent will then put the automatic stamp (sample attached) in the feeder of the printer. Scroll down to the bottom of the lead and click on the print tab. It will then pull up another screen and you have to again scroll down and click on print. This will print the specific information on that page onto the stamp so you can fill it in. Once the stamp has printed off with the information on it dial the customers number and also pull up the quote in Alliance. Go through each tab on the lead and fill out the stamp with as much information from the lead as you can. While you are working on your leads, you will start calling the customers. If the customer answers the phone when you call them, explain that you are (name) from Bill Gough Insurance agency and we received their information that they submitted for a homeowners quote online and you just want to go over this information and make sure that it is accurate. Basically go over the information that they submitted to us and go ahead and gather the additional things that you need to verify the rates. Revise all the information while you are gathering it from the customer and inputting it in the quote and go over coverages and rates to them and sell it!!! If you cannot gather the information from the customer and input it in the system at the same time then it will be best to gather the information and explain to the customer that you are going to make sure
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there quote is as accurate as you can get it and will call them back. Verify their phone number and the best time to call them back. ****** When leaving a message you will basically explain to them who you are and that we received their information over the internet for a homeowners quote and just tell them that out computer system emailed them a basic quote based on the information submitted. Let them know that you will email them the additional information that you need to verify the rates and coverages for them and will list your phone number at the bottom for them to contact you back at or they can just reply to the email. Give them your contact number in case they need it before hand. If the Quote Burst failed - Prepare the quote based on the information that the customer sent in. Email them the auto-signature email with Homeowners Quote Requested/ There last name in the subject line. At the end of every day go through your sent items and put all your quotes in their own little personal folder so you can refer to it later if needed. In the Leads360 system under that lead you will mark the correct action that you took for that quote. For instance, if you called and left a message you will code it Called: Contacted/Call Back and in the Comment section put that you left message. This will change the status to Contacted. Automatically go in and change the status to nurture at that point it will generate the Follow Up emails to be sent out to the customer on the correct dates. **** If you write a policy, revise a quote or get a reply that they are not interested in our quotes do not forget to change the status of your lead in the 360 system so it will generate the correct emails to be sent to the customer.
FOLLOW UPS
Updated: 01/13/2010 WM
All follow ups will automatically be sent by Leads 360. Depending on the status that you change your lead to will determine what follow up email is sent to that lead. If you have not talked to your customer yet to review all of your information then you would mark the status as Nurture. If you have spoke with your customer and reviewed all of their information and have given them there accurate quote then you would mark the lead as Awaiting Decision.
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LOOKING UP TAX RECORDS ONLINE

(Updated 08/05/09 WM) Look up Tax Rolls on property under the Internet Explorer Tennessee <http://www.tnrealestate.com/> o o o o o Sign on ID: ******** Password: ****** Under the Quick Search on the left side of the screen
Select the county and type in Address, then select search Locate correct address (if available) and click it Click on Print Page at the left of the screen. Copy the web address and paste it at the top of the lead to be sent to the producer If tax information is not found or not available, type NO TAX ROLLS at the end of the subject line on the lead to be sent to the producer
Alabama/Mississippi: http://www.deltacomputersystems.com/search.html Select County (if available) Select Real & Personal Property Taxes Type in Address & Submit Locate correct address (if available) and click it **At the bottom of screen, click View Appraisal Record** **At the bottom of screen, click BLDG beside Single Family Residence**
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SAMPLE OF TAX RECORD
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QUOTE SCRIPT (Internet Leads)

CAN BE ALTERED FOR ANY QUOTE (Updated: 01/13/10 WM) (1st point of contact by phone) May I speak with Mr./Mrs. ___ Hi Mr./Mrs. ____, my name is __________ and I am with Bill Gough Insurance Agency. I am calling regarding some information you submitted online for a (home, renters, mobile home, etc.) quote. If you have a moment I would like to verify your information to ensure that the rates are accurate.
If yes: (95% if we get them - we get 33% of them)

Verify Property Info: o Closing and Closing Date or Own and Renewal Date o Address o Prior Address if necessary (less than 5 years at current) o Current Insurance o Square Feet o Year Built o Primary Fire Dept and How Far o Foundation/Basement/Crawl/Slab o Baths o Fireplace o Garage/Carport o Frame/Brick Veneer o Dogs (cant do Doberman, Rottweiler, Pit Bulls, or Chows) o Pool (must be inside of a fenced in area) o Trampoline (must be inside of a fenced in area) o Wood Burning Stove, is it freestanding, on slab/carpet Who do you have your car insurance through and I will give you a rate on that too: o Current Insurance o Make o Model o Year o Mileage Married or Single?: o Verify or Get DOB/SSN o Get spouse DOB/SSN o Get any other drivers DOB/SSN Do you know of anything on your driving record in last 5 years?? Coverages if you know them Verify email address and say: o Ill work up these quotes for you and email them over to you. I will put my contact information on there as well along with the additional things that I need to finish the policies for you. If you have any questions feel free to call or email me.
If no:
Okay, I understand. Ill work up the rates based on the information that I have, but please keep in mind that there will be some additional things that I need to make sure the rates and coverages are accurate and I will just list that on the email when I send you the quotes. I will put my contact info on there as well. If you have any questions call or email me.
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FIRE DEPTARTMENT VERIFICATION

When quoting or writing a homeowners policy, to verify the fire department and town class please look at the following directions: o o o o o Ask the prospecting client for the PRIMARY (not the nearest) responding fire dept To double-check this, pull up Map Quest from the Internet Explorer Type in the name Fire department in the business tab then put in the property address. Click Search It will list the fire departments that are closest to the home and you will call the one closest until you verify with them the primary responder to that home. Make sure you write down the contact persons name and phone number that you spoke to. Sometimes getting the correct person on the phone that can give you the information is a tedious mission! But keep at it and someone will be able to help you. Make sure that the primary responding Fire Department is rated on the policy with the correct town class.
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Sample Internet Lead and Quote Emails
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SAMPLE OF INTERNET LEAD WITH STAMP
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SAMPLE FOLLOW UP EMAILS FOR FINAL QUOTES

Updated: 01/25/2010 WM
Day 2, 4, 6, and 12 (All the same emails) Follow Up Email for a Final Quote Subject: Homeowners Insurance Quote Follow Up - {Owner's Last Name}
{Owner's First Name}, I wanted to follow up with you on the Homeowners quote that I recently sent to you. I am ready to write this policy for you!!! Please call me toll free at 888-765-2201 or reply back to this email if you have questions. However, if you have obtained coverage elsewhere, please let me know, and I will delete you from my follow up list. I look forward to hearing back from you soon! Thank you for your time and consideration of the Bill Gough All American Agency. {User.Name.Full} Bill Gough All American Agency Toll Free: 888-765-2201 Fax: 256-246-2195 {User.Phone.Work} {User.Email}
Visit our website to get a quote and great info: www.AllAmericanQuotes.com <http://www.AllAmericanQuotes.com> Attention Parents of Teenage Drivers, go to: www.TeenDriverInsurance.com/AllAmerican <http://www.TeenDriverInsurance.com/AllAmerican> and get Peace of Mind knowing your teen is a safe driver SEE WHAT SOME OF OUR CLIENTS ARE SAYING ABOUT US.. Your service was quick, responsive, and professional. I had been with a company that wasnt responding to my particular needs. Having your agents respond with such professionalism has restored my faith in how people should be treated. Maybe in good hands isnt just a catchy phrase. Thanks for all your help! - Steve Fox Memphis, TN {Owner's Last Name} - {Lead.Date}
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Day 8 Follow Up Email for a Final Quote Subject: Homeowners Insurance Quote Follow Up - - {Owner's Last Name}
Dear {First Name},

At {Company.Name} we do not believe that any one policy fits the insurance needs of every customer. When seeking insurance, it is important to consider several factors before making your final decision. While there are many popular policies available, many customers would be better suited by coverage more tailored to their specific situation. We believe in finding the best policy for you and making sure that it is customized to fit your needs. Before making your final decision on an insurance policy, please contact us to consider all the choices available to you.
{User.Name.Full} Bill Gough All American Agency Toll Free: 888-765-2201 Fax: 256-246-2195 {User.Phone.Work}
{User.Email}
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Day 10 Follow Up Email for a Final Quote Subject: Homeowners Insurance Quote Follow Up - - {Owner's Last Name}
Dear {First Name},

I understand you have received many phone calls regarding your insurance application a couple of weeks ago. Getting insurance has many challenges but getting quick and reliable information should not be one of them. You have completed the application, we have reviewed the quote and have sent you the 100% accurate rates on the house, and a few remaining questions are between us finishing this up for you. A quick call or email will get this all finished up for you. Dont get bogged down with the many messages and companies calling you, simplify your life and let me take charge on your behalf. We guarantee you the most personalized and respectful service out there. We work to EARN your business every day.
{User.Name.Full} Bill Gough All American Agency Toll Free: 888-765-2201 Fax: 256-246-2195 {User.Phone.Work}
{User.Email}
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INTERNET LEAD E-MAIL HOME WITH AUTO (SAMPLE)

This is used to manually send out the quote
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INTERNET LEAD E-MAIL HOME WITHOUT AUTO (SAMPLE)

This is used to manually send out the quote
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FAILED QUOTE BURST E-MAIL (SAMPLE)
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INTERNET LEAD E-MAIL UNABLE TO WRITE (SAMPLE)
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INTERNET LEAD E-MAIL WRITING / SIGNATURE PAGE (SAMPLE)
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INTERNET LEAD E-MAIL SIGNATURE PAGE (ATTACHMENT)
Application/Control Number: __000041922339039_______________________ Customers Name: _______________________John Doe__________________ Effective Date for Coverage to Begin: _____18-20-2009____12:01 AM________ Type of Policy: __Auto_______________________________________________
To the best of my knowledge the information that I have provided my representative as a part of my request for insurance coverage is true. I request the Company, in reliance on this information, to issue the insurance applied for. The Company may recompute the premium shown if the statements made herein are not true. In the event of any misrepresentation or concealment made by me or with my knowledge in connection with this policy, the Company may deem this binder and any policy issued pursuant to this application, void from its inception. This means that the Company will not be liable for any claims or damages which would otherwise be covered.
X Applicants Signature
Date
Wendy Murphy Sales Producer/Agents Signature
08-11-2009 Date
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KEY TALKING POINTS

(Posted at each agents desk)
New Business Sales Key Talking Points

Call Transferred From Receptionist to ProducerUse Prospects Name Minimum Of 3X During Quotation Process To Follow.
Hi Name, Wendy Murphy speaking you are looking for a quote on your home and auto insurance? (Yes)
Qualifying Prospect Immediately: What company are you insured with now? How long have you been with them? When is your renewal date? Do you have any claims, tickets, or accidents?
When Quoting Risk Details Personal Interest Discussion (Building Rapport) Work Sports Family Vehicles
When Quoting Risk Details Business Interest Discussion Higher Liability Limits Higher Deductibles Accident Forgiveness Rental Vehicle Coverage Life Insurance (Who Handles Your Life Insurance?) EB Lines (Boat, Motorcycle, 4-Wheeler, Jewelry, Umbrella, etc.) Referral Program
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Ok Name, I just quoted your home (and/or auto) insurance. Excellent company GREAT claims service. Your premium is $XXX.XX per month for your vehicle and $XXX.XX per month for your home thats with the MPD applied. What did you pay before?
List Value Added Reasons To Switch To Bill Gough All American AgencyIf Necessary.
24 Hours Emergency Claim Service/Customer Service Monthly Client Newsletters Monthly Safety Tip E-mails 103 Years of Licensed Staff to Better Protect You 25 Years Locally In Your Community Referral Program (Tell Your Friends)
Close: When do you want this effective? We can do this by e-mail, fax, mail or in person. You do NOT have to come to our office (Complete details to complete sale). I can handle the cancellation of your old policies if you wish (95% say yes).
This is what you can expect from us in the days to follow Policy in X days, Welcome Package, etc.
Is there anything I can help you with today? Listen, I appreciate your call. Thank you for business.
Keys to Closing The Sale

1. Rapport (talk about them). 2. This is the price with your auto this is the higher price without. 3. When do you want this effective for? 4. I can take care of the cancellation of your old policies. 5. Quickness counts time calls.
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QUOTE PACKAGES
Mail to Internet Leads or any quotes after they have spoken to an agent and a final quote has been done.
In the Public drive, go to the folder that says Quote Packages, then to Revised Quote Pack, then to Publisher quote pack. You need to open and edit the information for the quote they requested. All Quote Packages include: Cover Page Quote Pages Mortgage Protection Testimonial Page 21 Reasons Flyer Referral Program Flyer Business Card Million Dollar Bill
Ordering Quote Package Stickers Send an email to Laura Yost with City Print USA in Wichita, KS with the document. Her email is Laura@CityPrintUsa.com. Tell who you are with and that you want to order a 1,000 count roll of stickers. They are 1.25 x 1.75 printed black only.
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FINAL QUOTE PACKAGE (SAMPLE)
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FINAL QUOTE PACKAGE (HOME QUOTE)
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FINAL QUOTE PACKAGE (AUTO QUOTE)
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FINAL QUOTE PACKAGE (LIFE QUOTE)
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FINAL QUOTE PACKAGE (UMBRELLA QUOTE)
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FINAL QUOTE PACKAGE (BOAT QUOTE)
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FINAL QUOTE PACKAGE (21 REASONS - ATTACHMENT)
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REVISED QUOTE PACKAGE (TESTIMONIALS - ATTACHMENT)
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AGENCY NEW BUSINESS LOG - EBRIDGE

(Updated 01/20/2010 AT) All new business applications are given to one specific person to manage and input into Ebridge before the end of the day. Login to Ebridge Search by customers last name to see if the customer is new or existing If new customer: Click on Create New Select Customer from the drop down box Enter Customers information (last name, first name, date of birth, e-mail address) for primary and secondary (if applicable) Choose branch the business was written in from the drop down box Choose client status from the drop down box Select the sales producer that wrote the policy Select the referral source for the app. Enter the customers telephone number Click Save Click on New Policy at the top of the page Enter TBA in the box for policy number Under Insurance Company, select the appropriate company that has been used to write the policy, usually Allstate Under Policy Status, select New Select the appropriate Policy Type Select the referral source Enter the sales producer which sold the policy Enter the appropriate commission for producer Enter the Effective Date for the policy to begin on Enter the date the policy will expire on Enter in the Premium If writing a property policy, enter the dwelling and then the contents value, if not, skip Make sure to enter the number of items sold on the policy If Item is left blank, it automatically adds 1. Enter the property address or click the box beside Same as mailing Click Save at the top Click Edit Bind Make sure to enter the date the policy was written! Click Save in the edit bind screen and then again on the policy screen If existing customer Select the customers name Verify that the customers contact information is accurate Click New Policy Enter TBA in the box for policy number Under Insurance Company, select the appropriate company that has been used to write the policy, usually Allstate Under Policy Status, select New Select the appropriate Policy Type Select the referral source Enter the sales producer which sold the policy
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Enter the appropriate commission for producer Enter the Effective Date for the policy to begin on Enter the date the policy will expire on Enter in the Premium If writing homeowners or mobile home, enter the dwelling and then the contents value, if not, skip Make sure to enter the number of items sold on the policy If Item is left blank, it automatically adds 1. Enter the property address or click the box beside Same as mailing Click Save at the top Click Edit Bind Make sure to enter the date the policy was written! Click Save Click Save once again After all new business applications are entered into Ebridge they are put into the Scan box to be scanned.
PRINTING AN APPLICATION TO EBRIDGE

Updated: 01/25/2010 WM When a policy is written in Alliance an application is not printed out. You will follow all the same steps to print the application on to paper as you do to print it into Ebridge with one exception. At the end of the new business application when you get ready to choose print click on the print button as normal. On the next screen that pulls up click on Print again. Then when the printer window comes up choose the Ebridge Print Driver instead of your printer and click ok. Another box will then pull up for the Ebridge Print Driver and you will log in and click next Enter in the customers last name, first name, and Doc Type as Application and choose next Then when it is finished loading click on Finish and you are done. You can pull the application back up by going into Ebridge and under the Tools option you can choose Retrieve and enter in the first and last name. Sometimes you can search by just last name and it should pull up anything with that last name.
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PULLING UP THE PRODUCTION LOG IN EGRIDGE

Updated: 01/20/2010 WM Login to Ebridge Under Reports choose Producer Productivity Report Make sure the Bind button is chosen and enter in the correct start and end date In the status field choose NEW then click on Run Report This will show you all new business that was bound during the specific dates you have chosen. There are different tabs you can look at for different types of results. You can also convert this list to an Excel spreadsheet by choosing the tab with the Excel folder on it.
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Example of Agency New Business Log in Ebridge
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RENEWAL CALLS
(Updated: 03/02/09 WM)
Calling Script when calling the renewal customer (Leaving a message) This is _____ with the Bill Gough All American Agency. I was looking over your (home/auto) insurance files and noticed something that we really need to talk about. Please call me at 256-765-2200 or 1-888-765-2201 during the hours of 8:00-5:00. Again my name is _____. Have a great day!
Script for Incoming Renewal Calls Mr. or Mrs. _____________, I am really glad you called today to discuss your policy (s) so we can make sure you are properly covered and receiving all the discounts that may be available to you. If you have a moment I am going to review some of the details of your policy (s).
Pull up the customer through Gateway. We have a Policy Review Sheets that can be found in the Public drive and attached. Start from the top of the form and work your way down Starting with verifying the customers mailing and property addresses, Home phone number and ask for any other contact numbers or email addresses to input in file for emergencies.
For the Auto: If they have an auto policy, pull it up and verify the vehicles listed and lien holders on those vehicles. Verify all drivers and or occupants listed on the policy (this should be the same on all policies). Next verify the coverages on each vehicle. Try to up sell on liability coverages and deductibles. Note: If not on EZpay discuss setting them up and discounts that could apply to policy for this. Also verify the package that they have Platinum, Gold, Standard, or Value. Discuss increasing if on a lower package. Verify all the discounts: Multi policy, 55 Retired, if they have young drivers Good Student and Teen Smart, Good Hands Occupation.
For the Homes: Pull up policy and verify the coverages on the policy. Try to up-sell on Liability coverages or recommend a PUP if already have higher limits. Also you currently have a deductible of $______. (See deductible script). The higher the deductible = the lower the premium. Verify any extra coverages they may need for Jewelry, Watches, Furs, Guns, Etc. Verify all discounts: Protective Device/Security System (If not getting the security discount ask if they have one), Multi policy discount / Cross SELL!, Any renovations Roof or Central H& A Replaced in last 5 years. Need proof before you can add the discount. Example I see
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your home was built in 19____, have you had any renovations on your home in the past five years? (Such as a new roof, heating/air, plumbing, electrical or major additions) If so do you have the receipts for the work done?
Then lead into the Transition Phrases: 1. Do you currently have any other lines of insurance coverage with another insurance carrier? (i.e.: Rental properties, motorcycles, boats, motor homes, recreational vehicles) Could I give you a free quote to see how we compare as a package? 2. Where do you work? 3. What is your occupation? 4. Have you or your spouse changed jobs in the past 10 years? 5. Are you currently or have you invested in a 401k? 6. If NO, ask about life insurance and cancer. 7. If YES, Who helped you with that? 8. Did you know that because you are an Allstate customer and Bill is licensed in securities you QUALIFY for a FREE financial review? Let me go ahead and make an appointment for you and our Financial Specialist, Cecil Crunk. Is a Monday or Tuesday better for you? 9. Rebook appt. for next year 10. Wrap Up Any questions? 11. Referral tell them about the referral program
Deductible Script You currently have a $250 deductible. On average a home claim in ___________ happens once every 11 years and for auto insurance, it is 6 years. If I can show you a way to save 30% on your premium, does that sound like something that you want? Great, if I raise your deductible to $1,000, I want to make sure that the difference in premium will come back to you in half the claim duration time. So, if you have a home claim with a $1,000 deductible, I have to save you $750 in a 6-year period for me to be able to make that recommendation. I see that the $1,000 deductible will save you $200 a year so $200 X 6 years results in a $1,200 savings and I recommend that you take the savings! Look at the savings this way Mr. ______, if the biggest piece of glass breaks on your home you probably can get that glass fixed for under $250 right? If your bike or lawn mower gets stolen out of your garage you would be able to replace the item for less than $250, right? In most cases you will not be able to make a claim even with having a $250 deductible so why not take the savings now and protect what can really destroy your financial situationa lawsuit.
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Roll into Pup Cross - Sell You currently only have $100,000 liability protection on your auto and home policy which means that a litigation judgment over $100,000 against you is going to come out of your personal savings or investment vehicles. Wouldnt you agree that this would be a worse situation than paying out a $1,000 deductible? Insert PUP policy presentation here.
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NEIGHBORHOOD MARKETING CAMPAIGN

(Updated: 01/28/2010 WM) When a new policy is written and we have saved the customer quite a bit of money or built a very good repor with the customer then they are entered in the Neighborhood Marketing Campaign. You will want to make sure that you have gotten permission from your customer to advertise that we have saved them money and will mail postcards to neighbors of theirs to let them know. We will not use their name if they do not want us to though. Make sure they know that up front.
Once you have gotten the customers permission you will give the name and address to the person that is responsible for this process. Entering names and addresses in the campaign database: Log into the website Click on the blue button with Enter Jobsite Address on it. Enter in the information: The address of the current customer The quantity to send (right now 100) Click on the box to send a seed piece to us Choose the circle that says Reorder 2 more Times Every 2 weeks Click on the blue hyperlink for Add Name Associated with Jobsite and enter in Mr. or Mrs. (whichever applies) and then the last name Enter in the City with which is closest to this customers address (Nashville, Knoxville, Chattanooga, or Huntsville) Same with the phone number and address and website fields Click on submit On the next screen verify all the information you input is correct and in the correct format for the postcards and click send campaign. You can verify when and which campaigns you have chosen to go out and when under the Home screen and choose View Campaigns. In the spreadsheet that is in the public drive under Neighborhood Marketing input the address that you just added and the date you added it Once the postcard has been sent the list of the addresses and names that the postcards went to are under the View Campaigns link and then click on the campaign you want to pull up. Convert the list to an excel spreadsheet and save it to the public drive in the Neighborhood Marketing folder and name it the date that the postcards went out. Input the list into Leads360 and divide the names up equally between the producers.
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SAMPLE OF POSTCARD FRONT
BACK
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INSPECTOR LEAD CAMPAIGN

(Updated: 01/28/2010 WM)
When an inspector does an inspection on a home for a customer that is going to close in a 30-60 day window he will explain our relationship with him and let them know that if it is ok they are going to have us call them. They will then give them our flyer (attached) that has all of our contact information on it.
Within 48 hours the inspector is to put the inspections that he has for us in an excel spreadsheet and email this information to us. It will have the customer name, address that was inspected, date of inspection, phone number, and email address on there. This spreadsheet is loaded to Leads360 and assigned to a producer. We will then call the customer and explain who we are and why we are calling them and proceed to hopefully quoting their insurance and then WRITING IT! If contact is not made on the second attempt of calling them then change the status for the Leads360 system to Nurture. This will generate a series of emails to be sent to them letting them know that we are trying to contact them. Keep in touch with the inspection company letting them know how we are doing with their leads and the outcome of them.
These quotes will be treated just like referrals that we are getting from realtors and mortgage brokers.
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SAMPLE OF FLYER FOR INSPECTOR LEADS FRONT
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BACK
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COMMISSIONS (Updated 01/20/2010 WM) Base Commission Rates for Sales Producers Product All Property Commercial (per policy) Commercial premiums $ 1000 to $1999 (Excluding Builders Risk) Commercial premiums $ 2000 plus (Excluding Builders Risk) Auto Line 10 Auto Line 16 Auto Line 19 CIRCUMSTANCES CONSULT 2 MANAGERS Bounty Complete 10/70 within 7 days - $ 40 Complete 10/70 within 30 days - $ 20 Complete 10 and any line within 30 days - $20 Complete 3rd line or more within 30 days - $20 for each additional line $ 5 to $ 15 per EZ-Pay on new or renewal business 1st 5=$5 ea; 6-10=$ 10 ea; $ 20 per kept AFS appointment $5 for a Completed policy review that has been approved by your manager $5 for Platinum or Gold Your Choice Auto Cross-Sell for Existing Clients: New effective 10/06 This bonus excludes internet leads since it is required that you cross sell auto Producer generates c/s commission doubles administrative staff generates the c/s commission is split Example: sales write a c/s home commission is $ 40 administrative staff generates c/s commission is $ 20 each Example: c/s bonuses are for EXISTING customer If someone calls that has had HO for 5 years and you c/s another policy; this is a c/s. If it is a NEW customer and you write 2 or more lines of insurance. This would fall under multiple policy bonuses. 11 and up=$15 ea Rate per Item $ 10 $ 25 $ 50 $ 100 $ 15 $5 $5
DO NOT WRITE A POLICY WITH NO PRIOR INSURANCE UNLESS UNDER CERTAIN
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Referral Bonus The person that gets the most referrals in the month will get an extra $100 bonus added to their commission check. You have to have at least 20 referrals in the month time to qualify.
Weekly Sales Producers Bonus Weekly Items 40 Bonus $25
Monthly Agency Item Bonus for Sales Producers Huntsville office is included but individual has to write 30 items per month Items 120 130 140 150 160 170 180 190 200 Bonus $100 $150 $200 $250 $300 $350 $400 $450 $500 Items 210 220 230 240 250 260 270 280 290 Bonus $550 $600 $650 $700 $750 $800 $850 $900 $950
Individual Sales Producer Monthly Item Bonus # Items Written 30 40 50 60 70 80 90 100 110 120 130 140 150 Bonus per Item $1 per item ($30) $2 per item ($80) $3 per item ($150) $4 per item ($240) $5 per item ($350) $6 per item ($480) $7 per item ($630) $8 per item ($800) $9 per item ($990) $10 per item ($1,200) $11 per item ($1,430) $12 per item ($1,680) $13 per item ($1,950)
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Note: 1. Bonus is a group bonus which applies to all P/C items produced in agency 2. Each producer has to write at least 20 items per month to qualify for this bonus 3. Paid on the 22nd of each month following issuance of policies 4. Part Time Sales Employee received half bonus amount
Administrative Personnel Bonus Based on monthly minimum of 120 issued items Bounty: $20 for any kept AFS appointment / Split equally between Bill and Cecil $ 5 to $ 15 per EZ-Pay on new or renewal business 1st 5=$5 ea; 6-10=$ 10 ea; 11 and up=$15 ea $ 5 each time a person is set up on Platinum or Gold Your Choice Auto endorsed or new business or up-sold on coverages Qualifiers: 25 Points
Administrative Points Bonus Qualifier: 25 points monthly *If more points are received, multiply by increased %* EXAMPLE: 50 points = Double Bonus, 75 Points = Triple Bonus, etc 1 Point 5 Points Updated contact numbers or email addresses Paid on cross sell given to sales producer, increase 50% then split or adding identity theft 2 Points 5 Points 5 Points 10 Point Testimonials Referrals Interest in life information (+$20 if appt made and kept) Ez-pay (+$5, $10, $15 bonus depending on how many you get) Administrative Bonus Sales Office Receptionist $10 for each item over sales department items Calculated each month
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Bonus Based on Monthly Agency Issued P/C Items Items 120 130 140 150 160 170 180 190 200 210 220 230 240 250 260 270 280 290 Bonus $30 $40 $50 $60 $70 $80 $90 $100 $110 $120 $130 $140 $150 $160 $170 $180 $190 $200
Monthly Champion Bonus (Everyone Eligible)
Bonus Title
Qualifier
Bonus
Daily Task List
Task each day to supervisor
$25
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SYSTEM IMPROVEMENT REWARD (Everyone Eligible)
This is for any job improvement that any staff member has that will improve our performance of that job in this agency. If you have an idea write it down and give it to your manager.
You will be rewarded with: (your choice) Extra hour to be used at your discretion (extra hour on lunch or off early one day) Or a $10 gift card
AFS Compensation All licensed life producers Percentage rates based on policy premium AHL Cancer AHL Accident AHL Worksite Life UL Life Term Long Term Care
25% 25% Negotiable Split equally between Bill & Cecil
40% 40% 10% Cecil-30% - Bill 10%
Bounty $20 kept AFS Appointment
AWD Leads - $100 per kept appointment
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Blank Commission Spreadsheet
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Sample Commission Spreadsheet
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Key Forms
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(Evidence of Insurance Auto ID Card)
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( Fax Cover Sheet Client )
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( Fax Cover Sheet - Realtor/Mortgage Lender )
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( Signature Page )
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( Internet Lead Stamp )
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Employee Handbook
Training Period: The training person is intended to give new employees an opportunity to determine their ability to achieve a satisfactory level of performance and to determine whether the new position meets their expectations. It is the responsibility of the agency to provide adequate training and the responsibility of the employee to notify the agent in the event adequate training is not provided.
Mission Statement:
The All American Agency is a very pro-active agency that strives to be a sales leader and role model to other Allstate Agencies on the local, regional, and national levels. Our commitment to quality and excellence serves Allstate and our internal and external customers well. We strive to be the best that we can be in all aspects of our business. We are driven by processes that create wins for all the Agency and its employees, our parent company, Allstate and most important, the clients we serve. We do not live by our past successes, but are always looking to improve and achieve higher levels of success.
BGI Systems 2008 Bill Gough & BGI Marketing Systems - All Rights Reserved 256 765 2200. 321 S Walnut St Florence AL 35630. Disclaimer / Privacy /
TABLE OF CONTENTS
Disclaimer .............................................................................................................................................................................. 1 Company Policy ..................................................................................................................................................................... 1 Customer Complaints ........................................................................................................................................................... 1 Equal Employment Opportunity ......................................................................................................................................... 2 Company Property ................................................................................................................................................................ 2 Dress Code ............................................................................................................................................................................. 3 Outside Employment............................................................................................................................................................. 4 Loitering ................................................................................................................................................................................. 4 Telephone Calls, Email, and Internet Usage ....................................................................................................................... 4 Employee Parking ................................................................................................................................................................. 4 Leave of Absence ................................................................................................................................................................... 4 Hiring Procedures .................................................................................................................................................................. 5 Confidentiality of Information ............................................................................................................................................ 5 Office Hours .......................................................................................................................................................................... 5 Time Clock, Overtime, and Comp Time ............................................................................................................................ 5 Lunch Hour ........................................................................................................................................................................... 5 Punctuality ............................................................................................................................................................................. 6 Absences, and Sick/Personal Days/Funeral Pay ................................................................................................................. 6 Holidays .................................................................................................................................................................................. 6 Vacation ................................................................................................................................................................................. 6 Maternity Leave ..................................................................................................................................................................... 7 Military Leave ....................................................................................................................................................................... 7 Termination or Leave of Employment.. 7 Jury Duty ............................................................................................................................................................................... 7
Disability Accommodation.................................................................................................................................................... 7 Employee Development and Education ............................................................................................................................... 7 Educational Classes.7 Benefits Provided.................................................................................................................................................................... 8 Performance Reviews ............................................................................................................................................................ 8 Housekeeping9 Injuries ................................................................................................................................................................................... 9 Sexual Harassment ................................................................................................................................................................ 9 Open Door Policy .................................................................................................................................................................. 9 Smoking .................................................................................................................................................................................. 9 Process Management ............................................................................................................................................................. 9 Petty Cash .............................................................................................................................................................................. 9 Postage Pot ............................................................................................................................................................................. 9 Confirmation Signature Page ............................................................................................................................................. 10 Appendix A (Acknowledgement of Non-Registered Agency Personnel) ................................................................... 11-12 Index ................................................................................................................................................................................ 13-14
Disclaimer: The programs and policies we have described are not intended to create an agreement or contract. The All American Agency reserves the right to make a final decision on the interpretation and application of all policies, and to change or discontinue policies or programs at any time. The All American Agency has a long-standing tradition of providing job security to satisfactory employees. However, the Company makes no representation that employment with the Company represents lifetime security. An individuals employment may be terminated in the Companys best interest, or for unsatisfactory job performance, unsatisfactory attendance, for violation of Company rules or policies, or because an individuals services become excess to the Companys staffing needs. General Company Policy: GOOD ATTITUDE is a Company policy. Your attitude is on public display each day you come to work, both to your fellow employees and to our customers. Good attitudes create a pleasant and productive work environment and satisfied customers. A good attitude is not accidental. It takes effort and practice every day. Work at having a good attitude. It is your job and you reap the benefits. CLEANLINESS is a Company policy. You accept employment with the full understanding that you will do your part every day to keep our house clean. QUALITY WORK is a Company policy. We claim to be a quality Company. We advertise quality. We must deliver quality every day to every customer on every job. This applies to small items as well as large ones. You are expected to do your very best on every task and constantly improve your performance. Your self-respect and pride encourage you to deliver quality. We expect it.
We spend more time at work than we do with our families. Compatibility is a MUST!
Customer Complaints: Occasionally, even though we have done our best, a customer may be dissatisfied with our products or services. If you have reason to believe a customer is upset with you, our Company or our products, report the incident immediately to your manager. If a customer tries to argue with you, above all be courteous. Do not engage in an argument.
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Equal Employment Opportunity: It is the policy of our Company to provide equal employment opportunities without regard to race, color, age, religion, sex, national origin or handicap status. This policy relates to all phases of employment, including (but not limited to) recruitment, employment, placement, promotion, transfer, rates of pay and other forms of compensations, benefits, layoff, recall, termination, selection for training, use of all facilities and participation in all Companysponsored employee activities. Our objective is to obtain qualified and/or trainable individuals for a position of virtue of job-related standards of education, training, experience and personal qualifications. Company Property: You are urged to be as careful with Company property assigned to your care as you are with your own belongings. Every piece of property the Company owns represents an investment in job security for our employees. Company property is not to be used for personal use or removed from the premises unless approved by management and signed for by the employee. An employee who resigns, or is terminated, suspended or discharged, will be required to return all items of equipment, supplies, keys, etc., issued by the Company for use in the performance of his/her job. Return of such equipment, as well as the payment of any outstanding debts owed to the Company, must precede the issuance of the employees final paycheck.
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Dress Code: We all have an obligation to this agency to present ourselves in a manner, which would be acceptable to the general public. We represent Bill Goughs All American Agency, therefore the way we dress and our appearance along with our personality are very important qualities to consider when we talk to our customers. Our dress attire should be office appropriate. Good Hygiene and Cleanliness are very important along with the Dress Code in representing this agency. Bathing, using deodorants, brushing your teeth and keeping nails clean are all very important issues in your appearance when presenting yourself to a client. All shirts and blouses must have an average cut neckline. T-shirts with slang logos are not allowed. Shirts must be tucked in accordingly. Blouses and shirts must meet belt-line with no exposed skin. No spaghetti strap tops without covered shirt. No Blue jeans and blue jean skirts. (unless it is a special occasion and you have been given Managers approval) No tennis shoes. No flip-flops. No Shorts Fingernails and toenails must be neatly manicured. When wearing polish, the fingernails and toenails should be neatly painted with no half painted nails. Clothes worn must be neat without wrinkles. Skirts must be no shorter than arms length. No knit type outfits or pants (material such as t-shirt or flannel or sweat suit type). Shoes must be business attire, no casual type shoes. On Special Occasions with manager approval we will be allowed to wear certain type of shirts. Example: (Alabama/Auburn Day, Halloween, certain holiday occasions)
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Outside Employment: Full-time salaried employees are discouraged from having a regular outside or moonlight employment. We believe our customers are entitled to be served to the best of our abilities and deserve our full attention and energy. You should not engage in any outside employment that would interfere with your ability to perform your job at top efficiency. Loitering: No one should be found loitering on Company property at any time. If you notice anyone who does not appear to be an employee or customer, who acts in a suspicious manner, offer the individual your assistance. If you are not satisfied with your response, it is important to report the situation to the office manager immediately. Telephone Calls, E-mail, and Internet Usage: Personal telephone calls, both outgoing and incoming, must be limited to emergency situations or to calls that you cannot place at some other time. If you must make a personal long distance call, it should NOT be charged to the Company. E-mail and Internet use is for business purposes only. Allstate owns and monitors Internet usage. There should be no personal Internet usage, including incoming and outgoing e-mail. Any abuse of any of the above will lead to termination. Cell phone use is not allowed during regular business hours. So therefore, cell phones should be left in your vehicle or at home. DO NOT bring them into the office. Employee Parking: The parking lot beside the building has been designated for employee parking, and you are asked NOT to park in other areas (for example, the front of the building) that are reserved for customers and visitors. The agency principal is the only person allowed to park in the front of the building, and if he is not here to fill that spot on any given day, the Operations Manager may occupy that parking spot. Leave of Absence If you are a full time salaried employee and have completed your probationary period, you may request a leave of absence without pay for a period not to exceed a month for illness or compelling personal reasons. Extensions may be granted only under unusual or unavoidable circumstance, which necessitate that you be away from work for an extended period of time. Leave requests must be made in writing and must set forth the reasons for the request and the length of leave requested. The granting of leave is done at the discretion of Mr. Gough. Your name remains on the payroll while you are on leave. You will not be entitled to holiday benefits while on leave. If leave is granted for medical reasons, a doctors release will be required before you will be permitted to return to work.
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Hiring Procedures: All employees hired to work permanently will undergo a probationary 90-day period. Full-time salaried employees are defined as those working at least 40 hours per week. The agency will pay for two attempts toward licensure for each license. Any employee leaving within 6 months of date of license will have to reimburse the agency for all testing fees (to be subtracted from final paycheck). Proper screening can include a support staff test, typing test, driving record and credit check as well as employment reference checks. Any person that is unable to pass a background check at time of licensure or is unable to obtain a license for any reason will be unable to maintain employment. Base salary or hourly earnings will be direct deposited into the employees account on the 6th and 22nd of each month. Commission is paid on the 22nd of every month for the previous months earnings. Pay advances on ANY wages are not possible. Confidentiality of Information: The information with the agency should be considered private and confidential and should not be discussed except in the course of business operations. Revealing information regarding company business could be detrimental to the company and/or customers. Office Hours: Monday through Friday from 8:00 a.m. until 5:00 p.m. During these hours, our Company will be open to the public. After 5:00 p.m., some employees may stay after to catch up on work, work on special projects, or perform other work-related duties. Telemarketers may also work after the office is closed to the public. Time Clock, Overtime: Non-salary employees are expected to clock in and be at their desk with computer on prepared to work as soon as their shift begins. Overtime is not paid. Lunch Hour: Every full-time salaried employee will have one full hour for lunch. Lunch shifts are assigned each week by the Office Manager with alternating times. Your lunch times will be scheduled with different individuals each week in order to maintain relationships with one another. Each person is expected to take their lunch at the time specified and the office should never be left unattended.
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Punctuality: Being at work on time is a common courtesy. All staff will be expected to on time in the morning and in getting back from lunch. If you have a problem, which will make you late, please call the Office Manager prior to the time you are expected or as soon as possible. There is no time for personal reading or playing of games (magazines should not be brought to the office). Excessive tardiness is an obvious sign of disrespect and can result in disciplinary action including termination. Absences and Sick/Personal Days/Funeral Pay: Five days of sick/personal leave will be provided annually to all full-time salaried employees, after they have successfully completed their 90-day probationary period. In the event that it is necessary to take more than five days the time missed will be subtracted from vacation time due. After vacation time is used pay will be reduced. Unused sick/personal leave benefits will NOT carry over into a new calendar year nor paid to employees while they are employed or upon termination. Part-time employees have no sick/personal leave provided. Employees may be required to present a Doctors Excuse if requested by their Team Leader. Excessive absences will be considered grounds for termination. Full time employees will receive 1 day paid for funeral pay for immediate family: Mother, Father, Brother, or sister in the event of a death. Holidays: An announcement of holidays will be made in December of each year. They will coincide with Allstates regional office holidays. Holidays with pay will be provided for full-time employees that have successfully completed their 90-day probationary period are typically: New Years Day Memorial Day July 4th Labor Day Thanksgiving Christmas Day
Vacation: Full-time salaried employees receive: 1 weeks paid vacation for 1 year of service
2 weeks paid vacation for 5 years of service 3 weeks paid vacation for 10 years of service 4 weeks paid vacation for 15 years and above Vacation schedules are arranged to ensure an adequate work force at all times. No more than one staff member should be out of the office on vacation at one time. A vacation schedule will be made in January of each year with first choice of vacation being rotated among employees. The Office Manager must approve dates desired. Vacation time must be used during the calendar year or forfeited. Vacation days may be taken in day increments but no more than 5 consecutive days can be used at one time. Vacation days may be scheduled before the holiday or after but not both before and after the same holiday. Employee receiving first choice of vacation time one year will move to the last choice the following year. Time off for funerals will be taken from vacation time. Employees not having vacation will have to make up hours. Maternity Leave: No additional salary will be provided through the agency during the absence of maternity leave. Normal Maternity Leave is 6-8 weeks without pay. Military Leave: A military leave of absence will be granted without pay to full-time salaried employees who are absent from work because of service in the U.S. uniformed services. Vacation days may be used for this purpose or pay will be reduced. Termination or Leave of Employment If you leave or are terminated from your employment and earning commissions, your last commission check will be held back for 2 weeks after your last workday. This is done to make sure there are no charge backs before we release your check. If you have already terminated your employment, you will not be paid bonuses, employee has to still be employed with the agency at the time bonuses are paid in order to receive them.. Jury Duty: Any full-time salaried employee who is summoned for jury duty will be provided regular pay for up to 3 days in any one year period of time. Employees must show the jury duty summons to the Office Manager as soon as possible so that the Office Manager may make arrangements to accommodate their absences. Of course, employees are expected to report for work whenever the court schedule permits.
Disability Accommodation:
Employment practices and activities are conducted on a non-discriminatory basis. Reasonable accommodation is available to all disabled employees. All employment decisions are based on the merits of the situation dependent upon job requirements regardless of disability of the individual. In the event that accommodations need to be provided the agent should be notified. Employee Development and Education: Opportunities will arise to further the education of employees. Employees will be paid to attend classes and seminars, which have been approved by the Agency Principal. All full-time employees will be required to obtain Property and Casualty in addition to Life and Health licenses within one year of hire or otherwise determined by the Agency Principal. Continuing education credits are the employees responsibility to keep up, but the Agency principal will reimburse any full-time employee for fees involved with C.E. credits. Educational Classes Bill will pay for educational classes within reason as long as the class will pertain to helping educate you in your job position. If you have an interest in a short-term class, present it to Bill for review and permission to take it.
Benefits Provided: Medical coverage: Each full time employee qualifies for medical insurance 6 months after the date of hire. Agent will pay $125 toward the cost of the insurance monthly for each employee. There is no disability insurance provided. Retirement: Each full time employee qualifies for a retirement plan 6 months after the date of hire to a company approved plan. Wages offered are competitive with other employers in this area. Any concerns about work conditions or compensation should be discussed with the Agency Principal ONLY. Bonuses and/or commissions will be negotiated with each individual staff member at hire and is subject to change. Salaries are confidential information to be discussed between agent and employee ONLY. Performance Reviews: You are entitled to know how you are doing in your position. A formal performance review will take place approximately every 12 months (more often if corrective action is necessary). Monthly checkpoints will be conducted to evaluate progress. Disciplinary action may call for any of four steps: verbal warning, written warning, suspension with or without pay, or termination of employment. Examples of rules of conduct that may result in termination include: 8 1. Insubordinate or other disrespectful conduct. 2. Any action that could result in termination of an employees licenses or agency binding authority (i.e. misuse of clients payments or forgery).
3. 4. 5. 6.
Unwillingness to perform the work assigned to you. Verbal or physical abuse or threat to any other employee or customer. Unauthorized absence from workstation during the workday. Use of any illegal drugs on premises or conducting business-related activities while intoxicated or under the influence of illegal drugs. 7. Sexual or other unlawful or unwelcome harassment. 8. Possession of dangerous or unauthorized materials, such as explosives or firearms, in the workplace. 9. Excessive absenteeism or any absence without notice. 10. Unauthorized use of telephones, mail system, or other employer-owned equipment. 11. Unauthorized disclosure of confidential information including disclosure of or discussions around employees payroll.
Employment is at the mutual consent of the All American Agency and the employee. Either party may terminate that relationship at any time, with or without cause, and with or without advance notice. Employee resignations should include at least two weeks notice and be given to Agency Principal only.
Housekeeping: Each employee is expected to keep his or her work area neat and do his or her part in keeping the remainder of the office clean at all times. Desktops should remain organized during the workday to assist in efficient operation and professional appearance. Desk should not be dusty or messy. No open containers at work station. Drinks should have a lid on them to avoid spills and damage to equipment. Injuries: It is the responsibility of every employee to make the Agency Principal aware of any safety hazard. In the event of an injury on the job the Agency Principal or Office Manager should be notified immediately. Workers Compensation Insurance will be maintained by the employer to provide for work related injuries. Sexual Harassment: It is our policy to assure employees a workplace free of sexual harassment and intimidation. As an example, sexual harassment (both overt and subtle) is a form of employee misconduct that can be demeaning to another person. Employees who become aware of sexual harassment or who believe that they have been subjected to such treatment should report such actions to the Office Manager or Agency Principal.
9 Open Door Policy:
Open communication is encouraged within the agency. If you have questions or concerns it is important that you discuss these with the Office Manager and/or the Agency Principal. In the event that clarification is necessary the employee and supervisor can meet with the Agency Principal. Smoking: We have a Smoke Free Building, so therefore, Smoking in the building will NOT be allowed by employees. If you are a smoker, you may take up to 2 - 5 minute breaks for that purpose upon clearing it with your team leader. You may smoke out at the back on the patio, NO SMOKING IN THE PARKING LOT. Any necessary cleanliness should be taken, hands washed, mouthwash, gum, etc., so the smell of smoke will not linger in the office. Process Management: The employees will meet periodically when the Agency Principal or Managers deems it necessary. Commission statements and adjustments are e-mailed to the Agency Director by the 10th of each month in order to be paid on the 22nd of the following month. Postage Pot: Any monies paid for postage need to be paid to the designated person. At the end of the year, the monies will be used toward the annual Christmas party or other events decided upon by the Agency Principal.
Please let this serve as confirmation that I have received a copy of the Employee Handbook. I understand that I am responsible upon termination or resignation for returning keys, manuals and any client files to the agent. I understand that any clients written through the Bill Gough Agency or the All American Agency, Inc. are the property of Allstate Insurance and I agree that I will not solicit the transfer of any of these clients in the event that I no longer work in the agency.
____________________________________________ Employee Name
_______________________ Date
____________________________________________ Agency Principal 10
_______________________ Date
APPENDIX A CONFIDENTIALITY AND NON-COMPETITION AGREEMENT
This Confidentiality and Non-Competition Agreement (Agreement) is entered into this ______________ day of ____________, _________, by and between __________________________________ (referred to in this Agreement as Service Provider), and __________________________________________ (referred to in this Agreement as Agency), and Allstate Insurance Company as a direct third party beneficiary of this agreement (referred to in this Agreement as Company). WHEREAS, the Company has entered into an agency agreement appointing Agency to act as its agent for the purpose of receiving and accepting applications for insurance and for selling certain specified products of the Companys subsidiaries and affiliates; and WHEREAS, under the terms of the agency agreement, Agency has agreed to maintain the confidentiality of Companys confidential information; and WHEREAS, Agency has employed Service Provider to assist Agency in performing services under the agency agreement; and WHEREAS, Service Provider will have access to certain confidential information of Company; NOW, THEREFORE, for and in consideration of the agreements, covenants, and conditions herein contained, the adequacy and sufficiency of which is expressly acknowledge by each of the parties hereto, the parties agree as follows: 1. The terms employed or employment as referred to in this Agreement apply to any service provided by the Service Provider as an employee, independent contractor, or in any other capacity. Service Provider acknowledges that while assisting Agency in performing services under the agency agreement, Service Provider will have access to or will have disclosed to him/her confidential information concerning the Company, the disclosure of which could be harmful to Company. Confidential information includes, but is not limited to: business plans of Company; information regarding the names, addresses, and ages of policyholders or customers of the Company; types of policies; amounts of insurance; premium amounts; the description and location of insured property; the expiration or renewal dates of policies; policyholder listings and any policyholder information subject to any privacy law; claim information; certain information and material identified by the Company as confidential or information considered a trade secret as provided herein or by law; and any information concerning any matters affecting or relating to the pursuits of the Company that is not otherwise lawfully available to the public. Confidential may be oral or recorded on paper, electronic data file, or any other medium. Service Provider agrees that he/she will not at any time or in any manner, directly or indirectly, disclose to any third party or permit any third party to access any confidential information, except upon the written consent of the Company; nor will Service Provider use any confidential information for his/her own benefit, except for the purposes of assisting the Agency in performing services under the agency agreement. Any and all confidential information and all Company forms, manuals, records, and other materials and supplies furnished to Service Provider by Agency will at all times remain the property of the Company and will be returned to the Company at any time upon the demand of the Company or upon the termination of Service Providers employment by Agency. Upon the termination of Service Providers employment by Agency, Service Provider agrees to treat as confidential and no disclose, either directly or indirectly, to any third party any confidential information of the Company. For a period of one year following the termination of Service Providers employment by Agency, Service Provider agrees not to solicit the purchase of registered products in competition with those sold by the Company:
2.
3.
4.
5.
6.
7.
1.
With respect to any person, company, or organization to whom Agency, or any person employed by Agency, including Service Provider, sold registered products on behalf of the Company, and who is a customer of the Company at the time of the termination; or With respect to any person, company, or organization who is a customer of the Company at the time of the termination and whose identity was discovered as a result of access to confidential information of the Company; or From any office or business site located within one mile of any locations from which the Agency solicited or sold Company insurance or other products or services during the year immediately preceding the termination.
2.
3.
In the event that such one year period or one mile distance exceeds the time or distance permitted by any applicable law, such period or distance will be automatically adjusted to the maximum period or distance permitted by such law. If any other provision in this paragraph 7 conflicts with any existing law, it will be applied to the extent permitted by such law. 8. Upon the termination of Service Providers employment by Agency, Service Provider will immediately cease and desist from any and all use of Company service marks and trade names. Service Provider will immediately return to the Agency or the Company all property bearing any company service marks or trade names, or dispose of such materials in the manner specified by the Company, if requested by the Company, Service Provider will execute an Order of Transfer of Responsibility for any telephone numbers in the Service Providers name which were used in connection with the conduct of business on behalf of the Company. While employed by Agency, Service Provider agrees that he/she will not either directly or indirectly, solicit, sell, or service registered products of any kind for any other company, agent or broker, or refer a prospect to another company, agent or broker without the prior written consent of the Company.
9.
10. Service Provider recognizes that a breach of any of the foregoing provisions will cause irreparable damage to the Companys business and that such damage will be difficult or impossible to measure. Service Provider agrees that in the event of any such breach, the Company, in addition to such other rights and remedies as it may have, will be entitled to an order granting injunctive relief from any court of competent jurisdiction against any act which would violate any such provision, without the necessity of posting a bond, and Service Provider waives any defense to an application for such order, except that the violation did not occur. Service Provider agrees that the Company will be entitled to an award of reasonable attorneys fees in the event that it is successful in an application for injunctive relief or in an action based upon breach of the foregoing provisions.
IN WITNESS WHEREOF, the parties hereby accept the terms of this Agreement. Accepted by: SERVICE PROVIDER AGENCY ALLSTATE INSRUANCE COMPANY
___________________________________ NAME
___________________________ KEY PERSON
____________________________________ AUTHORIZED REPRESENTATIVE
___________________________________ DATE
___________________________ DATE
____________________________________ DATE
12
Index
Absences ...................................................................................................................................................................... 6 Appendix A (Confidentiality & Non-Competition Agreement) ....................................................................... 11-12 Benefits Provided ........................................................................................................................................................ 8 Comp Time ................................................................................................................................................................. 5 Company Property ..................................................................................................................................................... 2 Confidentiality of Information .................................................................................................................................. 4 Confirmation Signature Page .................................................................................................................................. 10 Customer Complaints................................................................................................................................................. 1 Disability Accommodation ......................................................................................................................................... 7 Disclaimer.................................................................................................................................................................... 1 Dress Code................................................................................................................................................................... 3 Educational Classes...7 E-mail Usage ............................................................................................................................................................... 4 Employee Development and Education .................................................................................................................... 7 Employee Parking....................................................................................................................................................... 4 Equal Employment Opportunity............................................................................................................................... 2 General Company Policy ........................................................................................................................................... 9 Hiring Procedures....................................................................................................................................................... 5 Holidays ....................................................................................................................................................................... 6 Housekeeping .............................................................................................................................................................. 9 Injuries ........................................................................................................................................................................ 9 Internet Usage ............................................................................................................................................................. 4 Jury Duty..................................................................................................................................................................... 7 Leave of Absence ........................................................................................................................................................ 4 Loitering ...................................................................................................................................................................... 4 Lunch Hour ................................................................................................................................................................. 5 Maternity Leave.......................................................................................................................................................... 7
Military Leave ............................................................................................................................................................. 7 Office Hours ................................................................................................................................................................ 5 13 Open Door Policy ........................................................................................................................................................ 9 Outside Employment .................................................................................................................................................. 4 Overtime ...................................................................................................................................................................... 5 Performance Reviews ................................................................................................................................................. 8 Personal Days .............................................................................................................................................................. 6 Petty Cash.................................................................................................................................................................... 9 Postage Pot .................................................................................................................................................................. 9 Process Measurement ................................................................................................................................................. 9 Punctuality .................................................................................................................................................................. 6 Sexual Harassment ..................................................................................................................................................... 9 Sick Days ..................................................................................................................................................................... 6 Smoking ....................................................................................................................................................................... 9 Telephone calls ............................................................................................................................................................ 4 Termination or leave of employment. 7 Time Clock .................................................................................................................................................................. 5 Vacation ....................................................................................................................................................................... 6
14
Training Manual
TRAINING MANUAL
TABLE OF CONTENTS
Training Overview .................................................................................................................................... 1
Introduction to Staff Agency Handbook Payroll & Confidentiality Forms Look at Training Plan Computer IDs and Passwords Dress Code & Schedules Process Manual Brochures, Supply Room, Work Room Alarm, keys, pass-codes
Orientation ................................................................................................................................................ 2
Phone System............................................................................................................................................ - Answering the phone - Taking Messages - Claims & CIC - Voicemail Introduction to Computer System............................................................................................................. - Tour of Computer System - Visual Inquiry - Impact - FAQ/WSR - LRN Understanding the Computer System ....................................................................................................... - LRN courses - Alstar Training - General Customer Inquiries - Taking Payments - Easy Pay Plan - DNC Scrubbing & List Organization ............................................................................................................................................. - Job Tasks - Calendar in Outlook - Contacts in Outlook - Filing System Administration .......................................................................................................................................... - Temporary License - Business Cards - Faxing Trailing Documents - Claims Process - Ordering Supplies - Customer Care Center
BGI Marketing Systems 2009 Bill Gough & BGI Marketing Systems - All Rights Reserved 256 765 2200. 321 S Walnut St Florence AL 35630. Disclaimer / Privacy /
Understanding Auto .................................................................................................................................. 8 - Glossary of Terms - Brochures - Coverages - Visual Inquiry Screens - Endorsements Understanding Property ............................................................................................................................ 9 - Glossary of Terms - Brochures - Coverages - Visual Inquiry Screens - Endorsements - Proof of Insurance - Escrowed Training Review ..................................................................................................................................... 10 - Observation of Licensed Staff - Goal Sheets - Bonus & Bounties - CSR Process - Observation of New Hire
TRAINING OVERVIEW
Introduction to Staff ......................................................................................................... _____ / _____ - Make sure that all employees and life specialist meet new hire Agency Handbook............................................................................................................. _____ / _____ - Give copy of handbook to new hire - New hire needs to read all within the handbood and sign back page for their file Payroll & Confidentiality Forms..................................................................................... _____ / _____ - Manager gets payroll processing forms filled out - Manager gets new hire to sign all confidentiality forms Look at Training Plan ...................................................................................................... _____ / _____ - Provided new hire with all supplies needed - Look over Training Plan with Manager - Make sure that new hire knows what is to come and what is expected - Take notes and ask questions throughout Computer IDs & Passwords ........................................................................................... _____ / _____ - Set up new hire on Bills computer for the following - Sign on IDs and Passwords for Alstar and Gateway - Outlook and Calendars - Access to LRN - Access to Impact - Access to Agency Gateway - Set up Outlook - Auto Signature - Contacts (in and out of office) - Personal Folders - Calendar - Distribution Lists
ORIENTATION
Dress Code & Schedules................................................................................................... _____ / _____ - Stress the importance of punctuality and work hours - Explain the use of Bills Calendar - Explain Absentee Calendar and Vacation Calendar - On Call Schedule Process Manual ................................................................................................................. _____ / _____ - Go through office departments - Administrative - Customer Service - Sales - Internet Distribution Team - Go over important processes in process manual for each department Brochures, Supply Room, Work Room .......................................................................... _____ / _____ - Show where certain brochures can be found - Show supply room and where certain supplies can be found - Show work room and where certain supplies can be found - Explain how to use equipment in work room - Postage Machine (stamping and refilling) - Copy Machine - Fax Machine - Time Clock Alarm, Keys, Pass-Codes ................................................................................................. _____ / _____ - Explain use of alarm system - How to set alarm - How to set door chime - How to turn off alarm - Get office key made for new hire ( after 90 day probationary period ) - Show where other important keys are ( after 90 day probationary period ) - Give pass-codes to new hire
PHONE SYSTEM
Answering the Phone ........................................................................................................ _____ / _____ - Explain proper way to answer the phone - Provide new hire with process from the process manual - Explain how to screen calls - Transferring calls in office Taking Messages ............................................................................................................... _____ / _____ - Keep message pad at all times - Proper information to get when taking a message Claims & CIC .................................................................................................................... _____ / _____ - Give Claims phone numbers - Give CIC phone numbers - Explain the use of each number - Explain how to warm transfer the calls Voicemail ........................................................................................................................... _____ / _____ - Make sure contact is given to new hire with voicemail pass codes & phone numbers - Explain Call Forwarding - Explain Voicemail Alert - Show how to check voicemail - Make sure they take good messages and get all information left on voicemail
INTRODUCTION TO COMPUTER SYSTEM

Tour of Computer System ............................................................................................... _____ / _____ Show all screens in Alstar - Visual Inquiry - Payment/Remit Report - Review Quotes - Printer Management - Endorsements Show all parts to Outlook - Inbox - Calendar - Contacts - Personal Folders Show Agency Gateway Site - Allstate News - Quick Browse - My Quick Links - Agent Locater
- Global Address Book - All Options for Mail Format and Services - Auto Signature Change
- Shortcut to Impact - Shortcut to FAQ/WSR - Shortcut to LRN
Visual Inquiry ................................................................................................................... _____ / _____ - How to look up a client - How to pull a client out of location Show Impact and Gateway ............................................................................................. _____ / _____ - How to look up a client in Bills Book of Business - How to look up a client not in Bills Book of Business - How to add notes, email address, and extra phone numbers - Work Queue - Show what each tab means Show FAQ/WSR ............................................................................................................... _____ / _____ - How to look up an FAQ - How to suggest an FAQ - How to submit a WSR - Show what My Stuff is - How to provided feedback Show LRN.......................................................................................................................... _____ / _____ - How to sign on to LRN - How to look up a course - How to take a course
UNDERSTANDING THE SYSTEM
LRN Courses ..................................................................................................................... _____ / _____ - Get list of required courses and begin them - Look for any other courses that might be helpful General Customer Inquiries ............................................................................................ _____ / _____ - Learn how to print I.D. Cards on auto policies - Learn how to print Evidence of Insurance on property policies - Learn how to read general policy information such as - Amount owed & due date - Property Location - Mailing Address - Other numbers and emails Easy Pay Plan .................................................................................................................... _____ / _____ - What it is - How to ask customers about it - How it can save money - How to set it up - What information to get - How to send it in - How to follow up on it DNC Scrubbing & List ..................................................................................................... _____ / _____ - Rules of DNC List - How to see if a client is on the DNC list - How to place someone on the DNC list
ORGANIZATION
Job Tasks ........................................................................................................................... _____ / _____ - Show list of jobs the new hire is responsible for (in process manual) - Explain how often jobs should be done - Explain expectations of new hire with these jobs Calendar in Outlook ......................................................................................................... _____ / _____ - Explain importance of using calendar and how to use for sending messages. - Show how to use Bills calendar - Use this for EVERYTHING Contacts in Outlook .......................................................................................................... _____ / _____ - Explain importance of using contacts - Show how to look up contact - Show how to set up In Office staff as contact Filing System ..................................................................................................................... _____ / _____ - Commercial Filing paper files - What to file - How it is organized - How to create a file - Life Filing paper files - What to file - How it is organized - How to create a file - Computerized Filing (Scanning) - What to file - How it is organized - How to create a file - How to file (in process manual)
ADMINISTRATION
Temporary License ........................................................................................................... _____ / _____ - Fill out application for temporary license - Get check from Bill - Make a copy of check and application for employee file - Send in application with check and stamp date send on copy of it Business Cards .................................................................................................................. _____ / _____ - Order business cards for new hire ( after 90 day probationary period ) Faxing Trailing Documents ............................................................................................. _____ / _____ - Explain what trailing document is - Show how to fax - Show how to staple in order and where to put after faxed Claims Process .................................................................................................................. _____ / _____ - Show process in process manual on warm transfer to claims - Make sure they have phone numbers - Teach new hire how delicate claims are to be handled - Make sure that they can handle an upset client Ordering Supplies ............................................................................................................. _____ / _____ - Show supply check-list - Show where Office Depot List is - Show how we order things Customer Care Center ..................................................................................................... _____ / _____ - Show where this is located - Show list of things that can be done once a customer registers - Explain that we register all internet clients for this option
UNDERSTANDING AUTO
Glossary of Terms ............................................................................................................. _____ / _____ - Terms and Acronyms - Explain common use and reference to list Brochures........................................................................................................................... _____ / _____ - Show where brochures are located - Show how to order them - Show how to explain them to customers Coverages........................................................................................................................... _____ / _____ - Auto coverage codes and names (search by code) - Explain common use and reference to list Gateway Visual Inquiry Screens ..................................................................................... _____ / _____ - Take them through each screen of the auto policy - Make sure they understand what each screen shows and means - Make sure they can locate something when asked Endorsements .................................................................................................................... _____ / _____ - Explain how to process an endorsement - Show different endorsements to be done - Make sure they have a licensed agent sign off while they process for the first month - Make sure they know how to print evidence of insurance for each vehicle
10
UNDERSTANDING PROPERTY
Glossary of Terms ............................................................................................................. _____ / _____ - Terms and Acronyms - Explain common use and reference to list Brochures........................................................................................................................... _____ / _____ - Show where brochures are located - Show how to order them - Show how to explain them to customers Coverages........................................................................................................................... _____ / _____ - Homeowner coverage codes and names - Personal property coverage codes and names - Explain common use and reference to list Gateway Visual Inquiry Screens ..................................................................................... _____ / _____ - Take them through each screen of the different property policies - Make sure they understand what each screen shows and means - Make sure they can locate something when asked Endorsements .................................................................................................................... _____ / _____ - Explain how to process an endorsement - Show different endorsements to be done - Make sure they have a licensed agent sign off while they process for the first month Proof of Insurance ............................................................................................................ _____ / _____ - Show how to print proof of insurance - Make sure they know what escrowed means and how to check it
11
TRAINING REVIEW
Observation of Licensed Staff ......................................................................................... _____ / _____ - New hire watches licensed support staff answering phones and assisting customers - Takes notes and makes sure that everything is understood Goal Sheet .......................................................................................................................... _____ / _____ - Teach use of goal sheets - Personal goal sheets - Office goal sheets Bonus & Bounties ............................................................................................................. _____ / _____ - Show bonus spreadsheet - Explain what administrative qualifies for - Make sure qualifiers are met before bonus is given CSR Process ...................................................................................................................... _____ / _____ - Show CSR sheet - Explain bottom half of sheet - Make sure that new hire understands all on sheet - Make sure that new hire has plenty at their desk Observation of New Hire ................................................................................................. _____ / _____ - Manager observes new hire answering phones, assisting customers, taking payments, and processing endorsements - Manager observes throughout all of training
12

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Total Control

New Customer Households

Centers of Influence & Customer Referrals

Retention & More Policies Per Household

Financial Control Business Planning & Goals

Foundation of Insurance Agency Success

2009 BGI Marketing Systems, All Rights Reserved

John Rose, Allstate Agency Owner, Charlotte, NC

David Christopher, Allstate Agency Owner, Addison, TX

Keith Mathews, Allstate Agency Owner, Indianapolis, IN

Dick McKenna, Allstate Agency Owner, Farmingdale, NY

LIMITS OF LIABILITY / DISCLAIMER OF WARRANTY

Copyright 2009 BGI Marketing Systems, LLC. ALL RIGHTS RESERVED

Agency Owner: Bill Gough

BGI Marketing Insurance Agency Success Blueprint

Client May I speak to

Email Messages to People Do not use Handwritten written Notes!

PHONE TIPS & FACTS

Press 9 to get an outside line.

SETTING THE ALARM

RUNNING AN EMAIL AUDIT FROM IMPACT

CAPTURING EMAIL ADDRESSES

SAVING FONTS TO YOUR COMPUTER

DNS (DO NOT SOLICIT)

Enter your credit card information. Print receipt.

SETTING UP DISTRIBUTION LIST

SAMPLE OF REFERRAL PROGRAM SPREADSHEET

I.D. CARDS/EVIDENCE OF INSURANCE

Insureds name, mailing address and zip code:

Location of Premises (If different than shown above): Same

Insurance is provided as follows:

Date Countersigned at Authorized Agent

EFFECTIVE DATE: 04/29/2009

EXPIRATION DATE: 10/29/2009

XXXXX0X00X0000000 VEHICLE ID NUMBER

HYUNDAI LEASING TITLE TRUST PO BOX 650600 HUNT VALLEY MD 21065

GOOD STUDENT DISCOUNT

T-DOC SMART REPORT

CLAIMS - WARM TRANSFER

SAMPLE OF CLAIMS POSTCARD - AUTO

SAMPLE OF CLAIMS POSTCARD HOME

PRINTING AN APPLICATION TO EBRIDGE

PULLING UP THE PRODUCTION LOG IN EGRIDGE

Example of Agency New Business Log in Ebridge

Weekly Sales Producers Bonus Weekly Items 40 Bonus $25

$12 per item ($1,680)

$13 per item ($1,950)

Monthly Champion Bonus (Everyone Eligible)

Bonus Title Daily Task List

Qualifier Task each day to supervisor

SYSTEM IMPROVEMENT REWARD (Everyone Eligible)

AHL Cancer AHL Accident AHL Worksite

25% 25% Negotiable Split equally between Bill & Cecil

Life UL Life Term Long Term Care

40% 40% 10% Cecil-30% - Bill 10%

Bounty $20 kept AFS Appointment

AWD Leads - $100 per kept appointment

Blank Commission Spreadsheet

User ID: * Password: ****

EXCEPTION Written File