ASA Training Manual

Agency Process &
Training Manual
Version as of:
2 May 2017
Agency Sales Academy - All Rights Reserved
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Table of Contents –
AGENCY INTRODUCTION
ORIENTATION 4
COMPUTER ID’S & PASSWORDS 5
GETTING YOUR DAY STARTED 6
DAILY PROCESSES 6
OFFICE OPERATIONS
OPENING & CLOSING THE OFFICE 7
SCANNING 7
VOICEMAIL – PERSONAL AND AGENCY 8
CALL FORWARDING / HUD AND THE PHONE SYSTEM 9
ANSWERING THE PHONE 10
INBOUND CALLS / FIND A CUSTOMER IN EAGENT AND GATEWAY 11
SYSTEMS, PROCESS FLOWS AND FORMS

TRAINING SCHEDULE: SALES 12-15
TALK PATHS: PROSPECTING AND FIN 16-20
TALK PATH: LIVE QUOTE AND COVERAGE 21
TALK PATH: COI MORTGAGE BROKER 22
EAGENT AND TO-DO TITLES 23
PROCESS FLOW: CALL-IN 24
PROCESS FLOW: PROSPECT 25
PROCESS FLOW: NEW BUSINESS 26
PROCESS FLOW: EFS APPOINTMENT 27
QUOTE SHEET: AUTO 28
QUOTE SHEET: PROPERTY 29
CRITICAL PROCESSES – ASSIGNED 18
QCF 30
NB/AR DELIVERY GUIDE 31
TRAINING CHECKLIST 32
CRITICAL PROCESSES: ASSIGNED 33
CORE COMPETENCIES - SERVICE

PMT: TAKING PAYMENTS AND BILLING QUESTIONS 101: GATEWAY CONTENT ID: 132126 34
DEPOSIT / REMITTANCE 35
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SVC: RETURNED MAIL 36
SVC: Cancellation Audit 37
SVC: Mortgagee Changes, Evidence of Insurance & Auto ID Cards 38
END: ENDORSEMENTS 39
CLAIM: FOLLOW-UP AND RESOURCE GUIDE 40-41
AR: RENEWAL PROCESS / NON-RENEWALS, ALLSTATE RMBC ACTIONS, LEGAL T-DOCS 42
CORE COMPETENCIES - SALES

UNDERSTANDING COVERAGE 45-46
PROSPECTING: QUOTING AND RMP’S 47
SAVED QUOTE AUDITS & TAG (TAGET AND GROW) 48
CONCIERGE AND ASKING FOR RECOMMENDATIONS / MY ACCOUNT 49
COMPLIANCE 50
TECHNOLOGY INFORMATION
PHONE AND COMPUTER TROUBLESHOOTING 52-53
PHOTO’S OF TECHNOLOGY 54-55
INTRODUCTION
The processing and handling of a personal lines risk is broken down into five separate
stages starting with the prospecting/quotation stage and ending with the cancellation/BB or
termination of the risk. Through each step there must be procedural consistency. If, at any
step of the way, inconsistency creeps in, the agency becomes a target for an errors and
omissions claim.
1. Prospecting / Quotations
2. Checklists and Risk Management Policies
3. New Business and Issuance checklist
4. Renewal Business
5. Endorsements
6. Cancellation and Terminations / BB
Each part of this section has the same importance as the other. Errors can occur in any
area. All must be treated with the same care, consistency and diligence.
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AGENCY INTRODUCTION
Orientation: (Staff _____/______Mgr.)
Introduction to Staff Make sure that all employees and financial specialist are introduced
Contract & New Hire Paperwork

▪ See New Hire Checklist
▪ Review contract with employee and get signatures and initials where appropriate
o Stress Importance of punctuality, work hours and lunch schedule
o Review Compensation Package
o Explain Absentee & Vacation Calendars
▪ Licensing/ Appointment Form Confidentiality and Non-Compete (now completed online)
▪ Release Authorization & Fair Credit Reporting Act Disclosure
▪ Statement of Understanding for Support Staff
▪ Safeguarding Customer Information
▪ Payroll Direct Deposit and W4 Forms
Supply Room, Postage and Copier
Show supply room and where certain supplies can be found

Provide New Hire with supplies needed
Explain processes for the following:
o Postage
o Copy Machine (if applicable)
ProVest Insurance Group – Agency Contact Information
South Raleigh/ North Carolina: Agent # 046205; Booth Location: 79C

o 1033 Oberlin Road, Suite 200 Raleigh, NC 27605
o Phone 919.755.1133 / Fax 866.492.2902
Cary/ North Carolina: Agent # 078127; Booth Location: B6T

o 218 Towne Village Drive Cary, NC 27513
o Phone 919.466.9400 / Fax 866.324.5481
Hurst/ Texas: Agent # 051561; Booth Location: 96A

o 1600 Airport Freeway, Suite 510 Bedford TX 76022
o Phone: 817.485.9901 / Fax: 817.764.6455
Boca Raton/ Florida – The Sentinel Group: Agent # 059842; Booth Location: J01
o 1900 Glades Rd, Suite 101 Boca Raton, FL 33431
o Phone: 954.428.4355 / Fax: 888.672.4407
Parkland/ Florida: Agent # 0a1373; Booth Location: 548

o 7537 N State Road 7 Parkland, FL 33073
o Phone: 954.582.3411 / Fax: 866.299.0886
Agency Support
o View Simplified Agency Access Agency Support Line (fast-path on page 48)
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Computer ID’s & Passwords: * (Staff _____/______Mgr.)
Sign on ID’s and Passwords

o Screen Lock/ Main Password:
o Gateway User ID: _________________Password: __________________
Once logged in you will need to open the following to be ready for the day…
o Allstate Gateway
▪ Reference sheet for Quick Links set-up
o Outlook Web Access
o eAgent
o Alliance
When prompted to change your Allstate password (every 60 days) . . .

o In Gateway – You’ll be taken to a screen that prompts you to enter old password and
new password twice.
o Shut down and Restart the computer
Restricted and Monitored Sites * (Staff _____/______Mgr.)

Personal Email; Yahoo, Gmail, Hotmail, MySpace, Pornographic Sites, etc.
Outlook Web Access * (Staff _____/______Mgr.)
Inbox
o Email Address (staff id and user friendly email)
o Setting Up Folders
o Set up Auto Signature / E-sig
Calendar/ Options
o Adding appointments, reminders, reoccurring activities, etc.
o Review sample calendar (daily schedule)
o Add all office staff as delegates for viewing and updating tasks and calendar
▪ Permission Level – Editor
Contacts
o Input Agency Owner, Partner and staff contact info into personal cell
o Ensure that all of the staff have your contact info
o How to look Up Contact Numbers Using Global Address Book
Desk Organization
o Hanging Files: Shred, Quote Sheets: Auto & Property, Qualified Coverage Forms,
AR/NB Guides
There should be very few papers on your desk during the day and none when you go home at
night. Everything should be added to eAgent then placed in the shred folder. Organization is a
key element of time management and a critical element of our organizational process and
customer service value proposition we stress to our clients. Also, we need to protect personal
information. Finally, if you’re out or on a call, this will enable the team to follow up on something
that you're working on.
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GETTING THE DAY STARTED
In reality, getting the day going begins the night before. Before leaving the office you should
have your to-do’s set up complete with a list of action items and all “A” high priority tasks and
meetings set on your calendar.
After logging into the computer and checking voicemails the there are two main programs to
open and keep running - eAgent and email/calendar. As the majority of your work will be done in
these two systems these two should be available at all times.
If you are support personnel (CSR), before beginning on your to do list, go meet with the agents
to confirm they do not have an immediate need. If so, adjust your to do list around theirs. This,
of course, is only if you do not have any immediate needs yourself. This will involve prioritizing
accounts between CSRs and agents. Remember, the needs of clients come first so prioritizing will
be based on the client with the most urgent request.
You will need to be flexible throughout the day. There will be times where a simple request will
become complicated depending on what is requested - for example, certificates. Some are
straightforward, just add the certificate holder, send it out and move on. Other times there will
be a need for more information, requests for additional endorsements, etc. Make sure you can
bounce between tasks while updating eAgent accordingly. Rarely does one task get completed in
its entirety in one shot.
DAILY PROCESSES
There are specifics tasks to complete daily or that when presented can be completed the same
day:
1 Check emails - some of the to do’s for the day may resolve themselves or change
overnight - answers to questions, follow-ups, etc.
2 Check the payment status on NB or existing accounts - this involves going to
specific carrier websites and pulling billing reports and seeing who is behind
3 Check for endorsements, renewals, cancellations - this again can be obtained
through Allstate and brokered property websites
4 Certificates of Liability normally do not take long - these can be done quickly, so
get them out of the way as the requests come in. As mentioned above, this is not always
the case. Again, be flexible.
5 Quoting
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Office Operations
Opening & Closing the Office: * (Staff _____/______Mgr.)
Explain use of alarm system

To Arm System:
▪ Press and hold away for 2 seconds or Type in 4 digit code
▪ Arm light should come on and system is armed. You will have 30
seconds to exit the building.
To Disarm System (You have 30 seconds once you enter the building to disarm system before
alarm sounds)
▪ Type in 4-digit access code.
▪ System is disarmed and green light should come on.
Housekeeping
o Keep your offices clean at all times and any personal items locked up or put away.
o If you are away from your desk, all documents should be put into a drawer or
cabinet. Client information is not to be out if you are not currently working with it.
o When away from your desk for lunch, concierge, etc. log out/sleep your computer
so that you have to enter your password to access the system.
o No eating at your desk. There is a break room for you to eat in the office.
Closing the Agency

o Close Out/ Remittance Report
o Be sure that all appliances, office heaters, radio, TVs, etc. are turned off.
o All lights should be turned off.
o Be sure that all office doors are locked including inside offices if possible.
o Be sure to set the office alarms if you are the last one leaving.
Scanning: * (Staff _____/______Mgr.)
1. Go to eAgent
2. Search for the client you are working with
3. Click on the documents tab, then the SCAN button;
Or...
1. Open Adobe
2. Click on File, Create PDF, From Scanner and select Kodak i1120
3. Save to desktop
HOW TO SCAN
1. Load the papers in the scanner facing backwards, top of page down.
2. Press the Scan button after papers are in the scanner.
3. When the document(s) are finished scanning, click on the upload button and define the
document with the index tabs.
IF A PAGE IS MISSING
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4. Load missing page(s) into the scanner (face backwards and top of the page down).
5. Click on the scan button again.
6. Index the added pages based on where they need to be placed in the document.
7. When the document is complete, click on the upload button and define the document with
the index tabs.
IF A PAGE GETS JAMMED
8. Take paper(s) out of scanner (top and bottom).

9. Make sure the last page on the computer matches with the last page that was scanned.
10. If not, rescan the last page and make sure it’s in the correct order.
11. If when reviewing the pages scanned on the computer screen and there are lines going
vertically through the page, there is probably a staple in the machine. Do not try and take
it out yourself because you most likely cannot. Use the cleaning duster and lift the scanner
so you see the glass and spray around the white tab.
Voicemail – Personal and Agency: * (Staff _____/______Mgr.)
How to set up voicemail - Password: 1234, then follow prompts to change away message to:
“ Thank you for calling Allstate and ProVest Insurance Group, you have reached the desk of agent
name. I am currently either meeting with clients or on the other line.
Please leave a detailed message with your first and last name, telephone number and reason for
your call, and I will return your call as soon as possible
If this is regarding a claim, policy change, payment or questions on an existing policy, please
hang up and dial main office line so that an account manager can assist you immediately.
Thank you for calling Allstate and Have a great day!!!!!
VOICEMAIL – AGENCY
How to check Allstate Overnight Voice Mail
1. Call this number to check voice mail – 1-866-772-1860

2. Press the “#” key
3. Enter mailbox number – 0175334 Florida / Enter Password number- 159357 Florida
4. Enter mailbox number – 0146205 NC & Texas / Password number – 6526 NC & Texas\
To change Allstate Greeting

1. Call Allstate number for voicemail- 1-866-772-4405
2. Once the system answers, press “ # “
3. Enter mailbox number – 0175534 and password – 159357 Florida
4. Enter mailbox number – 046205 and password – 6526 North Carolina & Texas
5. For main menu, press ” 4 “ to change personal options
6. Press “ 3 “ to record greetings (see voicemail reference sheet for greetings)
7. Press “ 1 “ to change your personal greeting
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8. Press “ 2 “ to record a personal greeting
9. Re-play greeting, press 1
● Save the greeting, press #
● Re-record the greeting, press *
Call Forwarding: * (Staff _____/______Mgr.)
Our phones are automatically forwarded at 5:00 and un-forwarded at 8:30.
Show how to check voicemail system through phone or email (in office)
▪ Top button on your phone
▪ Dial 8500 if at another phone in the office, enter your extension & password
▪ Call Office main line from outside office, enter your extension & password
HUD and the Phone System: * (Staff _____/______Mgr.)
o Viewing the system (Fonality HUD 3.5)

o Transferring calls to extension, voicemail, or cell – in office
▪ Click on call and drag to extension and drop in box, or on voicemail or cell
icons
o Transferring calls outside of the office
▪ Use Transfer button on phone while client is on the line
▪ Dial the number you are transferring to
▪ Then hit the transfer button again
o Putting a call on hold
▪ Use the hold button on the phone base set
▪ Click on call and drag to ON HOLD box and drop
o Conference Calling
▪ Use the conference button on the phone while client is on the line
▪ Dial the number you are wanting to conference in
▪ Then hit the conference button again to connect all three lines
▪ NOTE: if you hang up on the call, it will end the call for all parties
o Dialing out from HUD (copy/paste)
o Calling another staff member
▪ Double click on their extension (box) from the HUD main menu
o Chat
o Barge – Features of Monitor, Whisper, and Barge
o Fonality/ Panel
▪ From HUD main menu/ Click on File
▪ Login to Web User Panel
● Features, Voicemails, and calls
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Answering the Phone: * (Staff _____/______Mgr.)
Answering the phone is the MOST IMPORTANT process in the Agency. DO NOT MISS CALLS!! &
Never tell a client that you are a new employee or answering a call for another office.
1st Ring – Look at HUD/Caller ID; answer if it’s someone you’re working with or have recently
2nd Ring – Account manager or if unavailable queue back-up answer
3rd Ring – Everyone answer!
You: “Thank you for calling Allstate, this is____. How may I assist you?”
Client: “May I speak to___?”
You: “May I tell him/her who’s calling please?” Check in eAgent; to-do’s, comments, history.
“It looks like _ ___ is speaking with a client, however I see in the notes you recently called
about_____. Is there something I can help you with? We are all licensed agents.”
Assess situation and handle if you can:

● If payment or claim situation, try & handle
● If client insists on speaking with ___, “May I place you on hold a minute and let them
know you’re on the phone?” or “May I take a message and have them call you back?”
If it’s a new business sale or follow up call:

● “May I place you on hold a minute and let them know you’re on the phone?”
● “May I take a message and have them call you back?”
o If isn’t on the phone or in a meeting, transfer the call
o If is on the phone, send a chat
▪ If it takes more than a minute...“May I take a message or would you like their
voicemail?” Create a MESSAGE or MESSAGE/VM to-do w/ calendar appt.
Inbound Call Systems and Process – Process Flow on page 14-17
1. GREETING – “Thank you for calling Allstate and ProVest Insurance Group. This is (your name).
How can I help you?” BE HAPPY! The customer is paying your salary! ☺
2. Find a Customer (eAgent and Gateway) * eAgent will launch based on the Caller ID. If the
launched page is blank find the client using the “Quick Search” field and their name. Once client
is found in eAgent also pull them up in Gateway.
3. BUILD RAPPORT- “Are you at work today?” or “Any plans for the weekend?” As they are
answering - Review eAgent: Open To-Do’s, Comments and History
* UPDATE eAgent and Gateway – Contact #’s, Email and verify DoB in eAgent
4. PERFORM WHATEVER SERVICE TASK NEEDED (PMT, END, Etc.)

* CHECK FOR BEST X-SELL OPPORTUNITY;
- IF NO AUTO, ASK FOR AUTO FIRST
- IF AUTO BUT NO LIFE, ASK FOR LIFE
5. UDPATE eAgent – If no To-Do create one, if no further follow-up needed add a comment
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6. SIGN-OFF – Ask if 100% satisfied with the service, Let client know when they will hear back
from you and next steps, PITCH REFERRAL PROGRAM, THANK THEM FOR THEIR BUSINESS and
send “Post Contact EM template”.
* UPDATING EMAIL ADDRESSES
Collecting emails from Customers is a critical agency process. It enables a very inexpensive way
to communicate, retain and cross-sell customers. We update customer emails in two places:
● eAgent in Contact info (Edit Customer)
● Gateway – Customer Information Screen (Edit)
PHONE TIPS & FACTS
● Smile when talking – you make a tremendous impression with a smile on your face
● Listen very carefully & take notes within eAgent. If it’s something that you’ll need for
follow-up, create/add a To-Do or add a comment for information needed after the call.
● Remember, you’re the insurance professional; you deal with this on a daily basis and the
do not. It may be the 100th time you explained it today but it’s the 1st time the have heard
it! – Don’t take them for granted; it’s up to you to provide expert advice.
● Fill dead air by asking customer open-ended questions: e.g., “How is your day going? Are
you at work? How was your weekend?”
Find A Customer in Gateway and eAgent: * (Staff _____/______Mgr.)
Search
o How to look up a client in Gateway; in and out of location (Book of Business)
Verifying Customer Information
o See Talk Path/ Process Flow on pages 14-17
Client Portfolio in Gateway
o How to edit the client info; email address, and extra phone numbers
o How to see claims
o How to see policy details/billing
o How to see what’s been mailed to the client to reference what they’re calling about.
Adding or editing a client to eAgent
● Make sure first and last name are spelled correctly.

● House number is the mailing address.
o Ex. If address is 123 ABC St. just type 123, no street name etc.
● When two names are listed, use the first one listed on the deed.
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TRAINING SCHEDULE: Sales
DAY 1
8:20am(1hr): Orientation - Office Manager
- Review executed New Hire Paperwork
- Introduction to Staff and office/desk orientation
- Training Manual, Schedule and Curriculum and binder for notes
9:30am(2.5 hrs.): Overview of our Systems - Office Manager

- HUD
- Outlook; Calendar and Contacts
- eAgent
- ASA http://agencysalesacademy.ning.com/new-members
- Gateway; Quick Links, Search/Content ID, Find a Customer
- Alliance and Ivantage Quoting Platform (FL)
- Talent Connection, ASA and Allstate U enrollment Content ID: 129709
- Agency Zoom
- Zoom: How to set-up, Use and Invite
Noon (1.5 hrs.): Lunch / Concierge -Sales Leader or Office Manager

- Take new hire to lunch then a ”spur of the moment” concierge check-in
1:30pm (2 hrs.): eAgent / To-Do Training - ASA webinar on 6/17/15 then create prospects,
to-dos from their quote sheets
3:30pm (1.5 hrs.): Overview of Allstate, our Agency and You -Sales Leader or Office Manager
- What makes our Agency different (Trusted Advisor Model & Value Selling) & ASA Webinar
on 2.23.16 (45 Minutes)
5:00pm: Watch end of day remit close out– Sales Leader / Account Manager
5:00-5:30(.5 hrs.): Review “What a typical Day looks like for our team”
8:20-9:00 – Watch the ASA of the Day and Set up your day: Log into systems, check calendar for
appointments and eAgent dashboard. Clear inbox of critical email; add docs to eAgent and update to-dos
accordingly. Reply (if needed) to and critical emails.
9:00-10:00 - Queue calls and set up your call hour. If you need prospects, request a list from Office
Manager/ Sales Leader. BB, Saved Quotes, Homeowners and no auto, FIN.
10:00 – 11:30- All Agents prospecting calls! ***AVOID INBOUND CALLS***
11:30-12:00 – CONCIERGE/COI (at least twice a week) and reply to any client messages and/or EM
12:00-1:00 - Lunch for LSP 1, LSP 2 and SVC 1. SVC 2, LSP 3 and LSP 4 on queue calls - prepare quotes
from Agency call hour, To-do’s.
1:00 -2:00- Lunch for SVC2 LSP 3 and LSP 4, SVC 1 LSP 1 and LSP 2 on queue calls, prepare quotes from
Agency call hour.
2:00- 4:00- All agents. Priority is follow-up on quotes from Agency call hour then start on any
additional lists or To-do Prospects.
*** 2:00 -3:00 Tuesday, Thursday FIN Calls. Monday and Wednesday: AB Calls
4:00-5:00- Check emails, return calls, prepare and send quotes
5:00–5:30- Work on your business. Set up tomorrow’s to-dos and Calendar. EM clients for missing items,
etc.!
DAY 2
8:20am(10 min) Supervise New Hire getting logged in and applications ready
8:30am(1 hr.) Review prior day - Manager quiz and sign off on all topics ______/_____
9:30am (1.5 hrs.) Review Agency Recommended Limits (Trusted Advisor) and Auto Product
Knowledge
3 Key Coverage Conversations
Facts tell and Stories sell
Personal Umbrella Policy
Get the customer involved in their choosing their coverage and deductibles
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11:00am (1 hrs.) Prospecting: Overview and Role Play of prospecting talks path & overcoming
objections (page 5 of this doc)
Price is too high
Already paid, call me at next renewal
Happy with current agent, I don’t want to deal with hassle, Uncomfortable to switch
Busy now, call later or too much work to switch
I heard Allstate is bad with claims or I used to have Allstate and had a bad experience
I’m in the middle of a claim
At Fault falls off soon I have accident forgiveness built up on my current auto
My current agent lowered my rates after I talked to you
I need to talk with my wife
My current agent is local
Noon (1hour): Lunch

1:00pm (1hour): Gateway Education on RMP’s/RMBC/Policy Jackets
- Where to find them on Gateway (retitle them in quick links) and how to resource them
2:00pm (1.5hrs): Building Value/ Telling Stories: ASA Webinars on 5/4 & 25/16, ASA Dallas 2016
- Value > Price (Trusted Advisor)
- Feature Benefit and Tie Downs
- Agency / Allstate (Competitive Advantages Worksheet)
o Other- DriveWise, Claims Sat Guarantee, Claim Forgiveness, YCA
- Be a professional risk advisor (ASA Masters Slide)

– Take control. YOU are the expert.
– Look for and exploit gaps in coverage.
– Focus on liability -- Offer maximum liability AND umbrella to every qualifying household.
– “How much would you have to pay”?
– Explain optional coverage like rental, roadside, etc. and prescribe based on actual needs
3:30pm (1 hrs.): Live Prospecting Calls w/ Manager

4:30pm (1 hour): Recorded Calls
DAY 3
8:20am Supervise New Hire getting logged in and applications ready (10 min) Office Manager
8:30 am Review prior day - Manager Quiz and sign off on all topics – (CSQC, CS info,
Competitive advantages, Value Selling and Assumptive / Trial Close/Direct Close)
9:30am (1.5 Hours): ASA Webinars on 4/6/16 and 4/20/16
11:00am (1hr) Live Prospecting Calls w/ Manager
Noon (1hour): Lunch
1:00pm (1hour): Live Prospecting Calls w/ Manager
2:00pm (1 hour): Recorded calls Coaching
3:00pm (1 hour): Practice quoting your prospects (DEC pages & Quote sheets the New Hire
brings in), using them to learn market appetite, underwriting and how to package
4:00pm (1 hour): Complete Alliance Quotes
DAY 4
8:30 am Review prior day - Manager Quiz and sign off on all topics – Leading w/ Liability,
Packaging, and Value over Cost
9:30am (1.5 hours) ASA Webinars on 10/28/15 NB Delivery and QCF and Meeting w/ Manager
Getting client file set up for delivery (In Office or Electronically)
AMM Newsletter
New Business Guide, Application, Qualified Coverage Form
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Additional quotes completed to discuss (such as PUP, SPP, etc.)
Add follow ups to “to-do” in eAgent (Page 15 of the TM)
Client’s copy of applications signed and in folder for take-home
Discuss how to complete a file and scan for storage
11:00am (1 Hour): Live Follow-up Closing Calls for quoted prospects w/ Manager
Noon (1.5 hours): Lunch/Concierge (New Agent led)

1:30pm (2hours): Completing an Application including Agency Zoom w/ Office Manager
(Use the previous quotes to complete the quote thru bind process)
⮚ Once bind process is complete, print the Customer Proposal, Application and TDocs
(Save them to desktop and add to Agency Zoom and eAgent)
⮚ Gathering Proof of Prior Insurance
⮚ Determining payment option for client
⮚ Discussing payment options and associated fees
⮚ Taking down payment
⮚ Faxing T-Doc to appropriate department for recording
⮚ How to ensure the form was received – using SMART reports in DASH or Policy View
⮚ Show how to view on daily remittance report to ensure completion
⮚ Discuss alt-bind status and how to ensure this doesn’t happen
3:30pm (1.Hour): Live Prospecting and/or Follow-up Closing Calls for quoted prospects
4:30pm (1 hour): Complete Alliance Quotes
DAY 5
8:30 am Review prior day - Manager Quiz and sign off on prospecting, quoting and binding
9:30am (1.5 Hours): Prospecting or Closing Calls
11:00am (1 hour): 2:30pm (1hour): Recorded Calls for Coaching
Noon (1 hour): Lunch
1:00pm (2hours): Live Prospecting and/or Follow-up Closing Calls for quoted prospects
3:00pm (1.5hours): Completing Alliance Quotes and/or App including Agency Zoom
(Use the previous quotes to complete the quote thru bind process)
⮚ Once bind process is complete, print the Customer Proposal, Application and TDocs
(Save them to desktop and add to Agency Zoom and eAgent)
⮚ Gathering Proof of Prior Insurance
⮚ Determining payment option for client
⮚ Discussing payment options and associated fees
⮚ Taking down payment
⮚ Faxing T-Doc to appropriate department for recording
⮚ How to ensure the form was received – using SMART reports in DASH or Policy View
⮚ Show how to view on daily remittance report to ensure completion
⮚ Discuss alt-bind status and how to ensure this doesn’t happen
DAY 6
8:30 am Review prior day - Manager Quiz and sign off on NB Delivery and QCF
9:30am (1 hour) ASA Webinars on 3/23/16 on Packaging Policies
10:30(1.5hrs): Cover RMBC and Rates
Using Risk Management Policies link for underwriting guidelines (from Quick Links)
Discuss running credit reports and how it affects a client and running driving records
Discuss what factors affect rates
● Zip codes, driving experience, driving record, type of vehicle, use of vehicle, etc.
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● CCDB / LIS/ Prior Insurance requirements and LOE’s
● All autos discount (Rules and Rate) Content ID: 129709

1:00pm (1.5hours): Live Prospecting and/or Follow-up Closing Calls for quoted prospects w/
Manager
2:30pm (1hour): Recorded Calls for Coaching
3:30pm (2hours): Completing Alliance Quotes and/or Application including Agency Zoom
DAY 7
8:30am (1.5 hours): OJT as Account Manager w/ mentor shadowing
- Endorsements pages 13 and 26 of the Training Manual

- Payments and Billing Questions pages 21-22 of the Training Manual & Content ID: 132126
- TDocs - Content ID: 81436
- My Account Enrollment Content ID: 132186
* Let team know that all PMT, END and SVC are handled by new hire under their supervision
10:00am (2hour) Refresher on Value Selling ~ Sales Leader / Account Manager

- Value > Price (Trusted Advisor) ASA Webinars on Coaching Sessions
- Coverage / Agency Recommended Limits (Trusted Advisor)
- Agency / Allstate (Competitive Advantages Worksheet)
o Other- DriveWise, Claims Sat Guarantee, Claim Forgiveness, YCA
- Be a professional risk advisor (ASA Masters Slide)

– Take control. YOU are the expert.
– Look for and exploit gaps in coverage.
– Focus on liability -- Offer maximum liability AND umbrella to every qualifying household.
– “How much would you have to pay”?
– Explain optional coverage like rental, roadside, etc. and offer based on actual needs
1:00pm (2 hours): COI’s and Social Media ASA Masters Class on 4/15 & 29/15
- Be omnipresent
- Power base, everyone knows at least 10 people
- LinkedIn, Opportunity and Facebook for mortgage people and recommendations
- Social Media using it to your advantage!
- Mortgage reps, Realtors, Roof companies, New home builds, Chamber, Network after work
- Gift Card program, Community Cause and Recommendations; use it every time.
3:00pm (.5 hour): Update Facebook and create COI’s and Follow Lists
3:30pm (1 hour): COI’s and Social Media Concierge and COI's: ASA Masters Class 10/14/2015
AMM magazine and ProVest Insurance website
4pm (1.5 hours): Prospecting II (Set Mortgage Meeting
appointments)………………………………………………….……………..
Add ten new loan officers on LinkedIn/Opportunity…
Prospecting Calls: Helpful Hints & Best Practices
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You have 15 seconds to earn the first minute, then one minute to earn the conversation.
Our talk paths are designed to get you to that first minute, when the customer says, “OK.”
The conversation should then take place naturally from there.
“Important” Points to Remember When Making Calls
1. The first goal of the call is to get the customer to say “NO” meaning that we are trying to
draw out an objection. We want the customer to say, “I’m not interested” or “I’m not
switching my insurance.” This gives us something to work on, an objection to overcome.
Once the customer gives us an objection, we can overcome it and close them.
2. It’s critical that you get the customer to commit to a quote. After they object and you
overcome the objection, you must get them to say, “Yes, those are my cars, or we
replaced the...” If they don’t say it themselves you must ask them flat out, “So, any
changes in the household in the past 6 months?” or “Our records show that you had
two cars in the home”.
3. If they are open to conversation; the idea isn’t to find out about the cars it’s all about
creating rapport. F.O.R.M. (Family, Occupation, Recreation and Motivation). We want to
know who’s driving the cars, all family members, DOB’s, jobs, or whatever. The better
that you get to know people, the easier it is to help them find the right policy for them
and their family.
4. Remember that it is much easier having people talk about what they are interested in
instead of trying to get them interested in you or what you are selling. Ask the customer
open ended questions about themselves and let them do all of the talking. And, MAKE
SURE AND LISTEN TO THEM!!! Take notes about everything. Become genuinely
interested in the customer. People will tell you what it will take to sell them if only you’ll
listen. So listen closely and speak very little. 40/60 Rule
AGAIN, The goal here is to invite an objection. This is the first 15 seconds. This is where
you will get an objection. We want them give you an objection. If you can overcome their
objection you will get the quote. Overcoming their objection in the first minute.
Here is the most common Cold Calling Talk-Path for a follow-up prospect. Other Talk-Paths
are below:
“Hi _____? This is ____ from Allstate. We spoke a while back and I want to send you an
updated comparison for your home and auto insurance. Allstate has great new programs
across the state …
1. I show that you were at ____ address, is that still correct? We had __________ cars and __________ as the
drivers?”
2. Have there been any changes in the household in the past 6 months?”
Below I have listed most of the objections that you are likely to run into. There are not a lot
of them. Be sure to study the rebuttals for each objection. The better you get at rebutting
and overcoming the objections the higher your quoting ratios will be, and the more people
you quote = the more people you close.
The Most Common Objections & Rebuttals

I never talked to you…Oh no, you wouldn’t have talked to me, I’m just doing the follow up
calls, but the great news is, I’m the one that is going to save you money! Allstate has just
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re-rated your zip code and that’s why I’m calling. Go right back to the address. “So, are you
still at 3300 Main Street?
I don’t think anyone called here…You know what? I’m not certain which person on the
team called you; I’m just doing the follow up calls. I’ve got some really good news for you,
Allstate just re-rated your zip code and we’ve been saving your neighbors a bunch of money
on their insurance. Let me get you a quick comparison and see how much we are going to
save you.
I’m not interested…. I understand, I probably wouldn’t be interested either until I found out
what is going on. Let me tell you what happened, Allstate just re-rated your zip code and we
have been saving your neighbors a bunch of money on their insurance and I’m confident
that we’ll be able to save you some money too. Just give me a few seconds and we can run
a quick comparison and then we can see how much money that we’ll be able to save you.
So are you still at 3300 Main St?
I’m not interested…. You wouldn’t be interested in saving money? That’s exactly what my
last client said. You should have seen how happy she was when we saved her a bunch of
money on her insurance. Let me get you a quick comparison and we’ll see what we can do
for you.
I’m satisfied with what I have now…that’s great. I don’t hear that very often, except from
our own customers, of course. Allstate has come out with some new programs recently. You
may be shocked at how much money we can save you. Give me just a few seconds and we
can find out how much right now. So, are you still at……………….
I’m not switching my insurance…Hey, I wouldn’t expect you to switch if it’s not in your best
interest, the great news is Allstate has just re-rated your zip code and we have been very
successful in saving your neighbors some money. I’m confident that we’ll be able to save
you some money too. And really, what’s the worst thing that could happen? We’ll find out
that you’ve got a great deal already or we’re going to save you a bunch of money. Would you
allow me to work with you in that manner? It will only take a few seconds. So, are you still
at 3300 Main St?
I don’t have time… I understand. I’ve got kids, Believe me, I understand about time, but
hey, if I can save you some money on your insurance and even get you better coverage’s,
wouldn’t that be worth a few seconds of your time? So, are you still at 3300 Main St?
I’ve been with State Farm for 30 years…

Wow, with the same agent? (If they answer yes, say congratulations and say “financial
experts say that you are supposed to shop for your insurance every 2-3 years”. You may get
lucky. If, however, they say no, my agent retired, or something like that, continue on and
get the quote).
I like my agent/I’m satisfied with who/what I have now...
You know that all of the financial experts say that you are supposed to shop for your
insurance every 2-3 years. Do you do that? No? Well let me run a quick quote, what’s the
worst thing that can happen? We’ll either save you a bunch of money or you’ll find out that
you already have a great deal. It’s a win-win!! It will only take a few seconds.
I’M NOT INTERESTED…. CLICK! There’s not too much that you can do about someone that
hangs up on you that quickly. Simply. Try again next month/renewal
When You Get No Objection: Push the customer. It’s almost impossible to close a person
that doesn’t object to anything. They’ll say yes, yes all day until you try to close them. Push
the issue. Try for a trial close like this: “Why don’t you grab your credit card and we can
get you switched over right now.”
Once you overcome the objection, it’s time to get to the “Conversation.”
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Remember, the conversation is everything. What will you talk about though?
Closing:
Remember to keep it light and keep it chatty. People hate telemarketers but they like
talking to their friends. Make a friend first. Make a friend make a sale. While talk-paths and
competitive advantages will certainly help with your closing percentage, the actual closing
is up to you. Selling yourself and your agency is what you do.
Bring Back (Former Client)
Hi _____________ this is ________at Allstate,
We had your ______________ (auto/home/renters, etc.) policy, since then Allstate’s rates
have dropped and we also have new discounts making us much more competitive. Let’s
take a look at your insurance again and see what we can do to save you money.
We have all of the information from the last time we had your policies, has there been any
changes since ____.
Cross-sell
Hi ______________ this is ________ at Allstate, your _______(auto/home) insurance agent.

How are you today?
I am calling because I noticed you are missing a discount on your ___________ by not having
your ___________ with us.
We work with over a dozen companies to make sure you get the best coverage and rate. –
Then get quote info.
Prospect / Internet lead
Hi ________________ this is ________at Allstate,
We worked on bringing you to the Allstate family earlier in the year. We just took another
rate decrease and now have some of the most competitive rates. I just wanted to confirm
some information. At the time we had that your address, cars and drivers were
_____________, is that still correct?
FINANCIAL: transfer of influence reference

“Important” Points to Remember
The first goal is to always create dialog and recognize triggering events during normal
business activity (END, AR’s, Quotes, and rapport building). Your success rate in booking
appointments will be much higher using this method. Always strive to uncover soft data,
personal information that helps paint a picture of the client and their family.
Use the transfer statement at the end of every positive service or transaction conversation
with the client.
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NB: We PROtect your most valuable assets. Our responsibility is to minimize your risk and
inVEST so you can retire when you want with the right amount of money.
Transfer statement: As part of our process we’d like to schedule an introduction to ______.
He helps our clients with their financial goals along with income and asset protection.
(When EFS is in): May I have minute to introduce you to _______?

(When the EFS is not in the office) Is it ok if _______ gives you a call in the next 24 – 48
hours?
FIN Calls talk-path

Hi __________, this is _______ from Allstate and ProVest Insurance Group. I was reviewing
your portfolio today and noticed that we don't have your life insurance here, is that because
it is at work or with another company?
1. If they answer at work or with another company:

Great, we would like for you to send us a copy for our file so that when we review your
other insurance coverage each year, we can also be sure that your beneficiaries are up to
date. Also, in the unfortunate instance you should pass away, we can assist your family
with the life insurance claim process.
I also think we need something in here about if they say they don't have any life
insurance....
Part of the benefit of working with our agency is access to an Exclusive Financial Specialist
for free. We would like to set up a time for you to sit and discuss this with him.....
Most Common Objections

1. Working with a broker/ family member/ friend
Yes, many of our clients and their advisors have found value in how Allstate’s system of planning
compliments what they already have.
(When I’m in): May I have minute to introduce you to ________?

(When I’m not in the office): Is it ok if ________ gives you a call in the next 24 – 48 hours?
...If they repeat objection

We’re sure they’re doing capable job and it’s with someone you trust. We’re not looking to replace or
duplicate anything you’ve already done.
2. Not Interested.
_______________ I wouldn’t expect you to be interested in something you haven’t had a chance to see
yet. That’s why I’d like to schedule 20 minutes so you can see the ideas and strategies Allstate has
can be beneficial to you.

(When I’m not in the office) Is it ok if ________ gives you a call in the next 24 – 48 hours?
3. What is this about? (Life insurance)?
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We would like to share a few basic ideas about Allstate’s system of planning that helps protect your
income and assets during your retirement years.

4. Send me some information
__________ I would like to send you some information. Unfortunately each plan is individually
designed to meet your particular needs. That’s why I’d like 20 minutes of your time for you to see if
this would be of value to you and your family.

5. I’m too busy
I understand many of our clients our very busy, but this is important.

Live Quote Talk Path Check list
“Let me con irm everything is right so we can get you the correct rate”
Household/Driver
□ “ We have ____as the driver(s)”
□ Children/Relatives that drive in the household?
□ “The address is____, and you Own/Rent”.
Vehicle(s)
□ “We have a____ (Year, Make Model)”. &
□ “____ (Year, Make Model)”
□ “How many miles do you average a year? “Is that Highway or mostly Roads and Avenues?”
□ Quickly Review LIS claims
Coverage’s and Deductibles

□ Current insurance carrier (See CCDB)
□ “It looks like you’re insured with___” & “you’ve been with them for ___”
□ “So when you set up the policy who helped you set-up your coverage’s?”
□ “If you were in an accident would you want for your Insurance policy to pay for everything? Or Pay a
part and you pay for the rest?”
□ Lead with property damage - Tell a story use their Mileage and driving habits
□ Make them do the math and SOLVE the problem “We ixed that for you today”
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□ Explain BI coverage’s – Use the accident from the previous story and SOLVE the problem together
□ Did the set you up with a $1 or $2 million Personal Umbrella / Lawsuit Protection Policy?
□ Based on your Driving record you probably qualify
□ Discuss deductibles to offset higher Coverage Limits. “Most people can afford an extra $500 to ix their car if
they are at fault and hit something. They cannot afford the extra $200,000 in hospital bills and loss wages”.
Con irm Optional Coverage’s:

□ Roadside Assistance
□ Rental Reimbursement- Look for More Cars than drivers or ask if they can survive for up to 30 days
with only one car
“Do you have any questions about any of the coverage’s or deductibles you have me choose for you?”
Con irm Discounts:

□ Early Signing Discount- Time to review the app and make any changes and CAN current Policy
□ ePolicy / DriveWise
Con irm Payment Options:

□ Do you pay monthly or in full?
□ Remind of policy differences. “So with us you have 4x the coverage and when you pay in full the 6 month
cost is…Auto policy price
*** All we need is your account number and routing number where you would want the payment to come out of, we will
set up the policy effective _____ and we can also cancel your current policy effective the same date, do you have the with
you now?" “OK, When will you have it?______
Prospecting Title: Mortgage Referral Source
Objective: Develop an ongoing business and personal relationship with a mortgage loan
officer, processor, and their prospective company.
Where do I start: Asking prospects while quoting how much do they owe on the mortgage
and how many years remaining? Create Facebook COI and add loan officers to join your
network. Once they accept your request message them:
Hello ________ my name is _________ and I work for the #1 Allstate Office in the state for
property insurance. We have great home rates and work very quickly to make sure that you
get the proper documents you need for closing ex: Dec page/ invoice / receipt. I would love
the opportunity to help you close more loans this year and have a large network of customers
that I can send your way. When would be a great time for us to meet at your convenience?
Friend Request Mortgage Loan Officers on Facebook: Make sure Facebook looks
professional ex: remove inappropriate photos, content, and posts
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Once a week check with Customer Service Representative and ask for a list of mortgagee
clause changes/ refinance changes. Ask for information and call the mortgage company
directly asking for the person handling the change.
Hello ___________ my name is Christine I processed the mortgagee change for (client). I
wanted to call and introduce myself to you. I work for the top Allstate Office in Florida. We
have great home rates and work very quickly to make sure that you get the proper documents
you need for closing ex: dec page/ invoice / receipt. I would love the opportunity to help you
close more loans this year and have a large network of customers that I can send your way.
When would be a great time for us to meet at your convenience?
Ask your current Mortgage Loan Officers who they know that is exactly like them that you
can help. Have them contact the referral for you first then follow up with a phone call or
visit to their office.
Hello ____________ My name is Christine (loan officer) had asked me to contact you as I have
been able to help him out his clients significantly with great home rates and a quick turn
around time with closing documents. I would love the opportunity to provide the same
service to you and help you close more loans this year. When would be a great time for us
to meet at your convenience?
ProVest Insurance Group

Process of seng up & using “Tasks-To Do’s” in eAgent, each item is assigned a Priority Level (Low, Medium, or High) that precedes the
Title. All “High” priories are to be completed that day; all appointments are also placed on your calendar. All “Medium” priories that
aren’t taken care of by EOD are upgraded to “High” and “Low” to “Medium”. The difference between a task and an appointment is the
me sensivity . Tasks can be completed that day and appointments at a specified me.
TASK -TO-DO REFFERENCE:
(APPOINTMENT SET - Category dropdown): TO MAKE AN AGENT AWARE WHEN SETTING APPOINTMENTS ON CALENDAR
(Descripon): Smith, John # (919) 555-1212 AR scheduled for Tuesday October 20th in Cameron Office.
(New - Category dropdown): ANY MESSAGES TAKEN VIA PHONE OR RECEIVED ON VOICEMAIL THAT ARE NOT FOR YOU DIRECTLY.
(MESSAGE- Subject Line) Smith, John (work) 919.555.5555 called and said he is coming by today to get his vehicle inspected
(Prospect) A GREAT VISUAL OF WHAT IS IN YOUR PIPELINE

These are potenal clients, current clients that we adding another policy and clients that le ̀ that we are bringing back (BB)
(Follow-Up - Category dropdown):

(Subject): Auto x 3, Property & PUP
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(Descripon): Best contact #, X-Date, upcoming Milestones; Claims/ck ets that will fall off, current premium loves golf
(Bring Back - BB): (Subject): BB: Auto or Property Prior policy #
“Descripon”: Best contact #, X-Date, Terminated XXXX due to...
(New Business)
These are bound policies that are sll in the UW phase or have outstanding docs and requirements,
(Applicaon - Category dropdown):

(Subject): Auto or Property Policy #
“Descripon”: Best contact #, Policy Term, (*Send App/Welcome Kit via Agency Zoom then set out 14 days for Call and PW check)
Date- BOUND! Emailed welcome kit via Agency Zoom, need:

I. Applicaon and cancellaon le er for prior policy signed by the insured.
II. Vehicle Inspecon
(Annual Review - 30 days before renewal date) or (Mid Term Review – Discovered or per client request)
(Insurance Review - Category dropdown): (Subject): Auto or Property Policy # & Phone #
“Descripon”: Best contact #, Policy Term, Prior policy cost vs. renewal offer (premium increase?), Eligible discounts…OR:
Client called in received a lower quote from Progressive. Review savings opportunies.
(Miscellaneous)
(Endorsement -Category dropdown): (Subject): Auto or Property Policy #
“Descripon”: Best contact #, Policy Term, Adding2015 Mustang; pended in system awaing Lease agreement, UM, etc.
(Claim - Category dropdown): (Subject): Auto or Property Policy #

“Descripon”: Best contact #, Auto claim filed 10/15; include notes and contact # (work) 919.555.5555
(ALR Lead - Category dropdown for Financial) (Subject):

“Descripon”: Spoke to client on 10/15 during AR about LIFE or RETIREMENT, would like a call to review.
(Cancellaon -Category dropdown): Auto or Property Policy # “Subject”

“Descripon”: Best contact #, $_____due by____.
(Other - Category dropdown for general Service that needs to be checked): Auto or Property Policy #
“Descripon”: best contact #, Changing EZP account, make sure it processes
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QUALIFIED COVERAGES COMPLIANCE FORM
Allstate / ProVest Insurance Group, LLC
Accept Declin
e
Towing & Labor – Pays for cost of labor done at the initial place of disablement ☐ ☐
and towing up to policy limits. Also covers a lockout for a locksmith. ($1 monthly
per vehicle)
Rental Reimbursement – Reimbursement for the cost of a replacement vehicle in ☐ ☐

the event of a covered loss including a $30 per day up to a $900 maximum. ($3
monthly per vehicle)
Scheduled Personal Property – (SPP) is a convenient way to extend coverage

for your valuable items such as: jewelry, furs, watches, silverware, fine artwork, ☐ ☐
golf equipment, and collectibles. These items have limitations. (Average $12 per
thousand scheduled) Recommended for all jewelry valued over $1000.
Flood Coverage - I am aware that my property insurance does NOT cover flood
damage and that I can obtain this coverage through the Federal Emergency ☐ ☐
Management Agency (FEMA) if additional coverage is needed. We can administer
this for you!
Personal Umbrella Protection - (PUP) I am aware that I qualify for the personal ☐ ☐
umbrella policy based on Allstate’s guidelines for this coverage. ($25-$35 monthly
for primary residence and 2 vehicles)
Life Insurance and Financial Services – As part of our process we’d like to schedule an
introduction to ______. He helps our clients with their financial, life and retirement goals along with
income and asset protection;
Life Insurance Disability Long Term Care 401k IRAs Annuity Certificates of Deposit
☐ ☐ ☐ ☐ ☐ ☐ ☐
I choose to accept / decline a Financial appointment. This date/time is best for me: _____
Is there anything else we don’t insure?
Life Boat Motorcycle/ATV LLP Second Home Condo Business Business Auto
☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐
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Emergency Contact – In the event that you are unable to start a claim yourself, on your home or
auto policies, you are authorized to start the process for them to fully utilize all coverage in a timely
manner. __________________/_____________________________ (Name/Phone#)
I acknowledge and understand the extended coverage’s above. These extended coverage’s were
Explained to me by my insurance agent with ProVest Insurance Group
______________________________ ____________________________
Insured/Date Agent / Date
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Training Process or Software Trained Trainer
Manager
Compliance and Office ● Ethical Practices (Harassment, EO, Etc.) ☐Y ☐ N
Policies ● Documentation – Signed Apps, legal and admin T-Docs ☐Y ☐ N
● Duplicate Credit Requests ☐Y ☐ N
● Compensation and Expectations ☐Y ☐ N
Hardware & ● Windows / MAC ☐Y ☐ N
Agency Tech ● Scanning ☐Y ☐ N
● HUD /Phone (CC, Transfer, etc.) ☐Y ☐ N
● Outlook/Calendar ☐Y ☐ N
● LastPass /Expanded Market sites (Florida Only) ☐Y ☐ N
Software & Allstate Tech ● eAgent - Find/add/update client ☐Y ☐ N
● eAgent ● eAgent- View policy and add NB ☐Y ☐ N
● Gateway ● eAgent- Add/Scan docs & email ☐Y ☐ N
● DropBox ● Review client Main Page: History, Comments & To-do’s ☐Y ☐ N
● Gateway (GW) HHD & Policy view ☐Y ☐ N
● GW- Edit info My Account ☐Y ☐ N
● GW/Policy- Cust Docs, Claims ☐Y ☐ N
● DropBox – View and Use ☐Y ☐ N
Sales Acumen: ● Quoting (Building Relationships and Getting Soft Info) ☐Y ☐ N
Read, See, then Do ● Coverage Conversation / Leading with LIABILITY ☐Y ☐ N
● Teach Value Selling / Placing PUPs ☐Y ☐ N
● Competitive Advantage ☐Y ☐ N
● FB, COI’s & Concierge (Create List during binding, Day ☐Y ☐ N
1) ☐Y ☐ N
● AMM: Asking for Recommendations/Cause ☐Y ☐ N
● NB Delivery / QCF & FIN Convo’s
Quoting (RMP’s) ● Quote Sheets ☐Y ☐N
● Auto ● RMP’s / Eligibility
● Motorcycle ● Rate factors
● PUP ● Running Reports
● Property ● LIS/CCDB/CR
● SPL ● Recommended Coverage’s
● ABI ● FAQs / Ideal Client
Policy Jackets - Clients ● Locate on GW ☐Y ☐N
● Auto ● How to Search
● Motorcycle ● Definitions
● PUP ● Common Use
● Property ● Optional Cvg’s
● SPL ● Discounts
Service Processes PMT: Payments and Billing Questions ☐Y ☐ N
● Endorsements Remit / Deposit ☐Y ☐ N
● Proposals SVC: Returned Mail ☐Y ☐ N
● Claims SVC: Cancellation Audit ☐Y ☐ N
SVC: Mortgagee Changes, Evidence of Ins & Auto ID Cards ☐Y ☐ N
END: Call-in, sigs, EM, F/up ☐Y ☐ N
CLAIMS: Call-in, Towing, F/up ☐Y ☐ N
AR: EM Offer, Call and PMT ☐Y ☐ N
Legal Docs: UM, VI, CTR, etc. ☐Y ☐ N
Sales Processes TAG/Alliance Saved Quote audits ☐Y ☐ N
● Prospecting Set up & Manage Prospect to-do ☐Y ☐ N
● New Business DYL, Agency Zoom, Campaigns ☐Y ☐ N
● Renewals- AR NB: Delivery, Docs, Process ☐Y ☐ N
● QCF / FIN QCF delivery and FIN Transfer ☐Y ☐ N
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CRITICAL PROCESSES – ASSIGNED
PROCESS FOCUS OWNER FREQUENCY
Remittance Compliance Account Managers Daily
T-Docs Compliance Account Managers Weekly
Cancellation Audit Retention Account Managers Daily

Scanning/Indexing Admin Account Managers Weekly
Return Mail Compliance Account Managers Daily
Check Voicemail ALL Account Managers Daily
Claims Follow-up Retention Account Managers Daily
Allstate Endorsements Compliance Acct Managers/ LSP’s Daily
Property Endorsements Compliance Acct Managers/ LSP’s Daily
Annual Reviews Retention/Growt LSP’s Daily/ Ad Hoc

h
Quote/ Re-Quote Growth LSP’s Weekly
New Business Growth LSP’s Daily
X-Sell Monoline Growth LSP’s Monthly
Allstate RMP Changes Compliance LSP’s Ad Hoc
Concierge/ Apartments Growth LSP’s Weekly
Internet – Lead Growth Office Manager Daily/ Ad Hoc

Management
Supply Ordering Admin Office Manager Weekly
Postage Refill Admin Office Manager Ad Hoc
Gas Card/ Gift Card Admin/ Office Manager Ad Hoc

Marketing
Birthday Card mailings Retention Office Manager Automated
Email Campaigns Retention Office Manager Automated
Licensing/ CE Compliance Office Manager Monthly

TAG LEADS Retention/Growt Office Manager Bi-Weekly
h
New Hire – Interviewing Admin Office Manager/ Jon Ad Hoc
New Hire – Onboarding Admin Office Manager/ Jon Ad Hoc
Annual Marketing Plan Retention/Growt Office Manager/ Jon Annually
h
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Payroll Admin Amanda Semi-Monthly
AF Management AF EFS Bi-Weekly
PMT: Taking Payments and Billing Questions 101: Gateway Content ID: 1321239
o Payments – Processed through “Activity” dropdown in Policy View or “IPSGateway
▪ Credit Card, Cash, Check; paper and electronic Approval System
o Cash Payments
▪ We do NOT make change in the office
POLICY VIEW (Preferred method)
1. Select “ Create Payment” from the dropdown in “Activity”, then hit continue.
2. Select the appropriate payment method
3. Input the amount they need to pay balance or amount due
4. Verify if the card on file is accurate or Input credit or debit card number and expiration
date (VERIFY BY REPEATING THE SUMMARY BACK TO THE CLIENT)
5. Push continue, then verify
6. Once submitted, you will have a reference number to give to the client. You will need to
then enter the payment amount and reference number into a comment in eAgent.
(Gateway)
If by Credit or Debit Card, Pull up Gateway in My Quick Links, select Credit Card Approval.
o Select In Force Option, New Business option only for New Business Written
o Input policy number, screen will pull up with all customers info
o Input the amount they need to pay
o Input credit or debit card number and expiration date (VERIFY BY REPEATING THE
SUMMARY BACK TO THE CLIENT)
o Push continue, then verify
Once submitted, you will have a reference number to give to the client. Open a comment in
eAgent and notate amount and reference number.
PMT: Flood (FL Brokered Property on page 46-47): Payment Options and Customer SVC
Allstate Flood (eCheck, CC, Cash):

● Check by mail: P.O BOX 2589 OMAHA, NE 68103
● Customer can go into flood website and make payment with credit card.
● Customer can make check or cash payment by coming in to the office
● BOX 17850 JACKSONVILLE, FL 32245-7850
● Customer can make payment over phone with us
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DEPOSIT/REMITTANCE
Close out Remittance at 5:15 PM – EVERY DAY
1. Pull Bank deposit slip.

2. Collect checks from staff
3. From ALLIANCE Main Menu / Remittance
● “View / Close Out”, click Select
4. If not enough checks, inform agent/ staff
member immediately
● Pull checks out of receipts (save receipts while in the process of completing
remittance)
● Look at remittance report and put checks in same order as on the paper.
o Stamp back of checks.
● Record check number and check amount on deposit slip in same order as remittance
report (prevents errors).
● Fill out deposit slip listing each check and total, and
▪ Total of all cash.
● If everything does not match, check each entry to determine where the error is.
o Once everything is corrected, have an Agent verify payment remittance, once
verified then Click “Print Remit Report” then
● Are you ending your accounting day – YES
● FINAL Remittance Report will populate. Save to Desktop.
5. Take all checks, cash and deposit slip to Bank
● Bring Deposit slip back to office and merge into PDF with Remit Report and add to eAgent
WHAT TO DO IF REMITTANCE REPORT GETS CLOSED OUT WRONG?
#1 Rule: Don’t Screw Around With Allstate’s Money. Ever!

● NEVER CHANGE A CUSTOMER’S CHECK FOR ANY REASON!
● NEVER ADD MONEY TO OR TAKE OUT MONEY FROM REMITTANCE. NOT ONE CENT!
THE ABOVE ITEMS OR ANYTHING ELSE INVOLVING THEFT, FRAUD, LYING AND/OR
MISSREPRESENTATION IS GROUNDS FOR IMMEDIATE DISMISSAL AND SUBSEQUENT CRIMINAL
PROSECUTION.
Step 1: After figuring out the error, take the following steps:
1) Call Agency Support – 1-800-336-9400, Prompts 1, 7 and 1
2) Press “1” for Agency Group Banking
3) Follow the prompts for the bank your agency uses
4) Leave a message with the following info:
a. Allstate agent number
b. Our Booth Code
c. Our Phone Number
d. The Remittance report number in question (at the top of the report), and
e. A description of the problem
Step 2: Print out the report and scan it to eAgent with an accurate notation of the problem and
the steps taken to correct it.
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SVC: Returned Mail
RETURN MAIL FROM MORTGAGE COMPANIES
1. Check online with the insurance company (Gateway for Allstate, etc) to see if the
mortgage company address has already been corrected. If yes, shred the returned mail
and move on. If NOT, proceed to step 2.
2. Check the client file in eAgent to see if there is a pending request. If yes, shred the
document and move on. If NOT, proceed to step 3.
3. Check for a current phone number to call the mortgage company and get the new mailing
address. If there is no information for the mortgage company call/mail a letter to the
client to the get the correct mortgage information. Then proceed to step 4.
4. Complete the policy change request form or process online with the mortgage company if
the option is available. If correcting the 1st mortgagee it is important to notate the payer
information (whether it is the insured or the mortgage co.) to insure that the billing
address does not get changed incorrectly. Then proceed to step 5.
5. Fax/Mail request to the mortgage company and scan a copy into eAgent, creating a TODO
to follow up once processed.
RETURN MAIL FOR INSURED
1. Check Gateway or eAgent (pending requests) to see if the request has already been done
or is in the process of being updated. If yes, shred & move on. If NOT, proceed to step 2.
2. Call client to verify their mailing address. If it is an invalid phone number check
411.com/whitepages.com for a correct phone number. If there is no way to reach them,
check to see if we were given a new forwarding address. If it is a property policy proceed
to step 3. If it is an auto policy, skip to step 4.
3. Mail a letter/post card to the client asking for a new contact number and to know the
current status of the property (whether the property was sold, new tenant occupied,
seasonal etc.…). Add a comment & Alert of the letter/post card into eAgent.
4. Change the address in Gateway/eAgent. Send a post card to the client letting them know
that we need a current phone number to reach them and that we changed their mailing
address in our records. Add a comment & Alert of the letter/post card into eAgent.
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SVC: Cancellation Audit: Run weekly (on Monday, run audit for Wed through Mon)
1. DASH! Click on Book of Business Audit, then Cancellation Audit Report

2. Once report processes, then click on Input Controls and update the following fields:
3. Cancellation Date From (Wed of this week)
4. Cancellation Date To (Monday of next week)
5. Report updates each time you make a change to the Input Controls!
● Contact insured 3 business days before cancel date (audit)

● Look for all contact phone number and EMAIL addresses in eAgent & Gateway
● If email address is on file, send email template as outlined through eAgent so a copy
automatically goes to history.
● Put notes in eAgent that you called, spoke to, or left message, etc.
Cancellation Script
Hello, May I please speak with Mr./Mrs. ____________. This is _________ and I’m calling from
ProVest Insurance, your Allstate Agency.
This is a courtesy call to let you know that there is a payment of $____ due or your
auto/boat/home/renters/condo insurance policy. This payment needs to be posted no later than
_________ or your policy will go into canceled status.
I would be happy to assist you in making a payment now via debit/credit card or check by phone.
You also have the option to pay online at www.allstate.com , or by calling 1-800-255-7828 after
office hours. Thank you for your business.
When leaving a message
Mr./Mrs. ____________. This is _________ and I’m calling from ProVest Insurance, your Allstate
Agency.
This is a courtesy call to let you know that there is a payment of $____ due or your
auto/boat/home/renters/condo insurance policy. This payment needs to be posted no later than
_________ or your policy will go into canceled status.
Please feel free to contact the office to make a payment with debit/credit card or a check by
phone. You also have the option to pay online at www.allstate.com , or by calling
1-800-255-7828 after office hours. Thank you for your business.
EMAIL is to be sent from eAgent (all) – most emails are available as a template.
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Mortgagee Changes and Evidence of Insurance
If a Mortgage Company requests a Mortgagee Change, please tell them we need either a written
request (email or fax) that was signed by the client or confirmation from the client prior to
making any changes (all notes from client interaction need to be posted to eAgent):
● Confirm requestor name, phone and fax # (in the event the written notice is not received)
● Process change via Alliance or Carrier website depending on policy type
● Print EOI to Adobe PDF and fax or email to requesting company (all emailed documents
must be password protected).
● Notate eAgent and attach any documentation that resulted
● Check eAgent to identify other policies (Flood or Wind) that are affected by the change
and follow instructions below to process.
Any Allstate Evidence of Property Insurance (Home, Condo, Renters, LPP)
● Pull up policy in Gateway or Carrier website depending on the policy type

● FOR POLICIES SUPPORTED BY ALLIANCE:
● Use ACTIVITY drop down menu to create/resume endorsement
● From the Endorsement Menu, click Mortgagee/Third Party
● Click on the Edit link
● Change the NO to YES for Is Evidence of Insurance Required? And then click OK
● Continue to the SUMMARY screen and check the box next to EOI
● Convert to adobe PDF for faxing or emailing. (if emailing, be sure to password protect!!)
Allstate Flood Evidence of Insurance Forms as well as Allstate/Castle Key Evidence Forms are
automatically provided (printed) in our systems and may be prepared and signed for by all staff
members.
AUTO I.D. CARDS/EVIDENCE OF INSURANCE
Option 1:
● Pull up policy in Gateway, Household or Policy View.

● Go to Recent Documents, pull up Renewal, last amended DEC or Renewal ID Cards
Option 2:
● Pull up policy in Gateway.

● Use ACTIVITY drop down menu to create/resume endorsement
● From the Endorsement Menu, click MISC Services, and hit continue
● Click on the box (es) next to the ID cards you need printed, then click OK
● Continue until you reach the SUMMARY TAB
● Print document to adobe PDF for emailing.
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END: Endorsement Processing
1. If lessening coverage or removing a vehicle a signature or email / fax is required. Get it

prior to submitting the change. Add to END request and input into eAgent docs
2. Also get any Legal T-Docs or paperwork in lieu of a TDoc; to include any required vehicle
purchase agreements. Add to END request and input into eAgent docs
3. In the To-Do; Notate the change submitted, any follow-up info (like a cross sell or QCF
needed)
4. Let client know you’ll email a copy of the temp ID cards and SVC request complete with
any premium changes for them to look over. The change will process within 3 days upon
which you’ll reach back out to let them know it’s done and send the update DEC. Set it 2
days out as a “B” priority.
5. Once processed email the amended DEC and call the client to let them know everything
went as promised. QCF if we don’t have one within the past 12 months. If so, then FIN.
● Any policy changes to cancel, suspend, remove or lower coverage requires a signature
● E-signatures are acceptable
● On any Allstate policy where a change/cancellation is requested for 7 or more days prior
to current date, we will need documentation to be able to backdate endorsement.
Otherwise, we will have to use current date.
o Examples of documentation are: Closing Statement, Bill of Sale, Death Certificate
● To cancel any property policy (Citizens, Wind, etc.) we need signature on accord
cancellation form and copy of closing statement, deed or Bill of Sale
● All changes/cancellations need to be updated and notated in eAgent; docs and to-do
● If pending an endorsement for whatever reason, put your initials on the pended screen
along with a note as to why the endorsement is pended duplicate note to to-do in eAgent.
● Flood insurance policies require signature on cancellation form (can be found at
www.allstateflood.com) and endorsements where coverage is decreased or deductibles
increased require a signature.
o Flood policies do not receive a refund for mid-term cancellation unless property has
been sold.
END: Cancellation Process - Allstate
● VIA ALLIANCE:
o Go to Policy view
o Open dropdown under “Activity”
o Select “Create Endorsement”. ENTER
o Go to right side of screen under the “Other” column
o Select “Terminate Policy” and Input Effective Date. Enter
o Complete reason why and process. ENTER
o Monitor for processing, and then inform client of its completion. Let them know you
will contact upon renewal and BB to Allstate in 6 months. Set To-do as a BB.
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CLAIMS PROCEDURE
The single most important function in an agency is a prompt, efficient, knowledgeable and
courteous claims service. Customers buy insurance from an agency with the expectation of
financial protection in the event of a loss. Until the loss occurs, the insurance policy they
purchase is merely a promise to pay should a loss occur. If it is not handled expeditiously, the
insured loses faith in both the agency and the company.
Claimant Contact: The individual in the agency who has the closest personal or business
relationship with the claimant shall make a personal call on the claimant at the first opportunity
to assure him or her their claim is being taken very seriously and that someone from the
company will be making contact within the next few days.
CLAIM FOLLOW UP and RESOURCE GUIDE Content ID:83280
Claim call-in to agency
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. Is the Vehicle Drivable? Have you had an estimate for the repairs?
The responses should help you figure out whether a claim should be filed or not. If there are
injuries and/or our client is at fault, there DEFINITELY needs to be a claim filed.
If they are in the office, let them use the phone. (If they call from an office, stay with them!)
CONFERENCE CALL (or TRANSFER) WITH CUSTOMER & ALLSTATE CLAIMS
1) Answer call; determine there is a Claim. Get answers to three questions above and….
a. Get best number to call back customer if disconnected
b. Tell customer he/she will be on hold for 1-2 minutes as we get Allstate Claims on
the line
c. Tell the customer to call us back if there are any issues or they are disconnected
from the claim call.
2) Hit the TRANSFER or CONFERENCE button depending on the action needed.
3) Dial 800.255.7825
a. Follow prompts – Get Allstate Claims Rep online – Tell rep will bring on customer on
the line in just a moment … once the rep is ready…
4) If transferring, hit the transfer button again.
5) Make notes in eAgent!
OR
6) If conference call, hit the conference button again and be sure that both parties are on the
line.
CLIENT CALLS 1-800-ALLSTATE WHEN HE/SHE HAS MORE TIME

If the client doesn’t 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
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● 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.
TOWING BILLS Content ID:83280
● Scan a copy of the towing bill into eAgent and shred the original.
● Look up the customer’s 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
● Print out the Towing Claim Fax Cover Sheet and fill out as required.
● Fax the towing bill and the screen showing coverage to: 1-866-447-4293.
● Scan a copy of the fax cover sheet into eAgent and create a TODO for follow up to be sure
that the reimbursement has been issued.
Claim filed through Allstate Follow-up
Office Manager will email a listing of new claims filed for each agency.
Upon receiving the Claims Notification emails from Office Manager:
● Check eAgent for notes.
● CALL and/or EMAIL insured, advising that we are aware that they’ve filed a claim, that the
Claims Handler should handle everything, BUT, if not, for them to please call our office.
● If no email on file, call and send postcard.
● If there is already a problem with the claim, please escalate to Claims Advocates
● Update/Note in eAgent
● Set eAgent TODO for follow-up in 1-3 days (depending on urgency of issue).
Any claim open for more than 4 weeks, contact the Claims Advocate (via email and cc: Office
Manager) to determine the issue.
AR: RENEWAL Process:
● Use To-Do’s and DASH Tool (GATEWAY) to identify upcoming renewals.

● If not already in eAgent set up future to-do
● EM renewal offer and contact clients to discuss or Set Annual Review Appointment
● Call Renewals Twice – 30 days and 15 days out. Then set for 3 days out to ensure PMT.
● If leaving voicemail message: “This is ____ calling from ProVest Insurance Group and
Allstate. We are calling to thank you for your business and ensure you are properly
insured and are receiving all the right discounts. If you would like a review, please give us
a call back at MAIN OFFICE NUMBER or email me at ________@allstate.com. Thanks
again and have a great day!”
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NON-RENEWALS
● We receive non-renewal and mid-term cancellation notices from Allstate via email.
Non-Renewals from other carriers are received via email or US mail.
● Agency Manager will receive the emails and create a TODO to assign to the appropriate
agent
● Contact customer to notify them of the situation and review their options (re-write, etc)
with them.
● Update eAgent with status and comments for future review.
ALLSTATE RMBC ACTIONS
● Allstate RMBC sends emails requiring ACTION by the agency. Potential action include:
mid-term Non-renewals, Young Driver Verification, U/W required documents
● These emails are sent to the agency Manager, who will either handle and ensures proper
documentation is forwarded to Allstate or assign a TODO to the appropriate agent to
process.
● Emails are added into customer file in eAgent and actions are updated in the to-do
LEGAL T-DOC’S (Consent to Rate, Vehicle Inspection, Uninsured Motorist)

Content ID: 13422
● Go the agency gateway site and click on the my agency results tab
● On the right side of the page, under SMART reports….
● Scroll down to Compliance and over to Daily Trailing Documents Report
● Select GO, then Outstanding Trailing Documents and View Report.
● Check eAgent looking for each outstanding item to see if it has been received and faxed
o If it has been faxed:
▪ If it was within three business days, do not fax it again yet
▪ If it was longer than three business days, fax it again
▪ If it has been faxed more than 2 times and it has been an additional three
business days, email (T-Doc coordinator for each state: example SETDOC
for North Carolina) to have them check on it for you.
o If it hasn’t:
▪ Send TODO to the appropriate producer letting them know which signatures
we need
▪ Once received fax to 888.921.8362 for processing.
Any Outstanding Trailing Docs at 10 days or more are a red flag and must be followed up on
immediately!
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Core competencies - SALES
Understanding Coverage’s – Policy Jackets
Auto: Review policy jacket (Staff should read through entire document)
Coverage Definitions (BI/PD Liability, UM, Collision and Comp, Towing, Rental, etc.)
Explain common use and Insurable Interest
Recommended Limits and deductibles
Other things included in policy
o Rental car coverage for towing expense
o No deductible for glass filling if comprehensive coverage is active
o Any one you give permission to drive your car is covered
Personal Umbrella: Review policy jacket (Staff should read through entire document)
Coverage Definition
Explain common examples of use (tell stories)
Required underlying limits for policy support
Property Coverage
For all property policy types we need to cover:
Coverage definitions, deductibles and causes of loss that are included/excluded

Explain proper issuance per client need
Recommended Limits (max liability)
Homeowners: Review policy jacket (Staff should read through entire document)
Optional coverage’s and considerations for this policy type:

o Scheduled Personal Property (SPP)
o Discounts for wind mitigation and Protective Devices (documentation required)
o Additional Coverage’s: Personal Property replacement cost, Ordinance or Law,
identity theft, water back-up and sump, refrigerated property
Condo: Review policy jacket (Staff should read through entire document)

o Discounts for wind mitigations and Protective Devices (documentation required)
o Loss Assessment
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Renters: Review policy jacket (Staff should read through entire document)

o Discounts for wind mitigation and Protective Devices (documentation required)
Landlord Policy Package: Review policy jacket (Staff should read entire document)

o Burglary & Vandalism
o Discounts for wind mitigations and Protective Devices (documentation required)
o Additional Coverage’s: contents coverage (for items rented with the home)
Discuss what factors affect rates

o Zip, dwelling age, alarm systems, construction features, fire dept., prior claims
Boat Owner’s: Review policy jacket (Staff should read entire document)
Briefly review policy jacket (associate agent should read through entire document)
Coverage’s

o Repair cost option
o Premier or Premier Plus package options
o Discounts: Boat Safety Courses, protective devices (ship to shore radios, automatic
fire extinguishing system, etc.
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For all quote types we need to cover:
Quote Sheets for gathering required & soft info for future policies, rapport building and CSQC
Quoting for a prospect vs. an existing client
Using Alliance. * For FL property use Ivantage Quoting Platform
Providing quotes to clients (delivery methods)
Auto:
o Using RMBC for RMP’s & additional underwriting guidelines (Gateway Quick Links)
o View the Alliance Quick Reference sheet & review FAQ
o Discuss running consumer and driving and how it affects a client
o Using Alliance for transfers, splits/ spins, and rewrites (company transfer)
o Show how to determine right type of policy for situation
Discuss rate affecting factors:
o Zip codes, driving experience, driving record, type of vehicle, use of vehicle, etc.
Personal Umbrella:
PROPERTY: Homeowners, Landlord/Dwelling, Condo and Renters
Quote Sheets for gathering information

o Reference county real estate records web sites
Using Alliance for all new quotes. * For FL property use Ivantage Quoting Platform
Using SE Risk Management Policies link for underwriting guidelines (from Quick Links)
o Show how to determine right type of policy for situation
Rates
Discuss rate affecting factors:
o Zip, dwelling age, alarm systems, construction features, fire dept., prior claims
Review surcharge percentages
Boat owners:
Discuss rate-affecting factors:

o Boating experience, location of boat (in use and storage), cost to replace
Review surcharge percentage
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Saved Quote Audits / TAG (Taget and Grow)
From ALLIANCE (Preferred method)
1. Click “My Transactions” located at the center of the blue bar on the top of the screen.
2. Select tab #2 “Saved Quotes Audit”
3. Dates From: 5 years prior. Follow-Up Date: 6 months ahead
4. Last Name: From: AA To: ZZ for all. “GA” to “LZ” for all quotes from G through L
5. Present Carrier: Leave at “Select One” or choose a carrier if we hear of a rate increase.
6. Line/Company: Leave at “Select One”
7. Push “Run Audit” Once submitted, you will have to wait a few minutes..
NB: AGENCY NEW BUSINESS PROCEDURES
Allstate Line Codes

10 – Preferred Auto 11 – Commercial Auto 19 – Indemnity Auto
16 – Motorcycle/ ORV 32 – Mobile Home 70 – Homeowner’s
71 – Renter’s 72 – Landlord 73 – Flood
78 – Condo 88 – Umbrella 90 – Boat Owner’s
Qualified Coverages Form – (Page 19)

● Review form; the QCF are there to prevent E&O claims and set proper liability limits.
● Have the cost to increase BI to 100/300 & 250/500, also to change the deductible to $1k
New Business/ Annual Review Guide (NB/ AR Guide)- (Page 20)

● See guide use and talk path (click for AR/NB process and talk-path). Use the New
Business Guide for the required documents and procedures for the particular line of
business.
● Applications ready to review
● Additional quotes completed to discuss (such as PUP, SPP, etc.)
● Please make sure all Apps and QCF are completed and signed.
● Update TODO’s to follow up to issuance then retitle to AR
● Be sure to send Financial Service referrals directly to EFS phone, Calendar, and e-Agent.
Emergency Contact Information– Local resident out of the HH, discuss use of this information:
● Review procedure of contacting the named individual to let them know they’ve been
designated as a contact for ____ and to please program our number in their cell to let us
know of any issues. They can also download the ProVest app.
Any incomplete files will be returned to you for completion and/or MAY not count towards your
goals (as determined by agency manager).
In office delivery: Scan signed application and put in clients folder to take. OR....
Out of office delivery: Discuss options for receiving signed docs
Discuss how to complete a file and scan to eAgent
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CLIENT RECOMMENDATION PROGRAM
It is VERY important to track everything regarding ALL recommendations. We ALWAYS ask people
when they call in for a quote how they heard about us and if it is a recommendation, and then we
ask who recommended them, so that we can send them their gift card.
Client "Just Keep Talking" Referral Program:

For every referral, the referrer receives:
● $10 gift card and Thank You card from the Sales Producer
● Entry into a Monthly $50 drawing
● Entry into the Grand Prize: iPad or Flat Screen TV
Each Sales Person does his/her own ‘thank you’:
● The day of a referral, you mail out a $10 gift card in a small Thank You Card with your
business card. Get the gift card from the Office Manager.
● For our larger prizes ($100 and $500), we ask the winners to come into the office to have
their picture taken with a staff member accepting the VISA Card so that we can put it in
our web site or Facebook page.
o Out of town referral winners do not have to come in.
**** A phone call is made to EVERY winner to congratulate him or her, thank him or her for his
or her referral, and to VERIFY his or her mailing address. ****
My Account enrollment
Registration Steps
● Go into GATEWAY and then find the Customer
● At the top in the middle, next to MY ACCOUNT a user id will be listed if they are already
enrolled.
● If they are not enrolled, scroll down to the middle of the page and choose MY ACCOUNT
ENROLLMENT from the drop down box under Send Enrollment Email
● Select the appropriate email address, and click SEND
● Let client know that they will receive an email with instructions to complete the set up.
NB: WELCOME CALL PROCESS: – 2 weeks after NB
● Print New Business Log for TWO WEEKS prior (to allow time for policy jacket and Welcome
Kit to arrive)
● Pull up client in eAgent
● Call client to “Welcome to our Agency”
o Purpose of Call: Confirm receipt of policy jacket, insurance cards, etc; see if they
have any questions.
o Verify/Update ALL CONTACT INFO (email, phone numbers, etc)
o If Allstate client, help register for CCC/MY ACCOUNT
o If you cannot reach them via phone, send email thanking them and welcoming
them with our contact info.
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Concierge Program and Referral based networks (Realtors, Mortgage Brokers, Lawyers)
Review concierge program presentation
Show example of business participating on our web site www.provestinsurance.com
Discuss meeting with local businesses and professionals
o Referral of business/ building contacts
▪ Real Estate Agents, Mortgage Brokers, Car/Motorcycle Dealerships
o Other participants
▪ Doctors, dentists, spas, car care, restaurants, retail shops, etc.
Discuss adding to calendar as recurring appointment/meeting
Discuss how to schedule Apartment Complexes _____ / _____
Discuss why we visit apartment complexes and how it is beneficial to the rental
community
Show employee how to pick communities to visit on a monthly basis
o Discuss importance of staying on a schedule
o Discuss adding to calendar as recurring appointment/meeting
o Discuss sending thank you notes for referrals
Show example of brochure set up with business card
▪ Review renters application (included)
▪ Review renters marketing document (included)
TRAINING/COMPLIANCE ISSUES
The Office Manager will handle all Training and Compliance updates (documented separately as
this information changes too frequently for this manual.)
● Allstate RMP Changes
● Ivantage Expanded Markets and Brokered Property Company U/W and Process Changes
o Forward all email and ensure processes changed to maintain Compliance
● All other office training, including eAgent, Phone
o New Agent/CSR Agency Training
o How to Organize Your Desk
o Email Collection
o How to conduct a CPR, etc
Point of Sale Information System (POSIS)

What is POSIS: This information is “scored” by the number of activities in more than one of the
following categories. The numbers of activities are detailed on a 3-month moving basis shown on
a SMART Report. There are a total of 22 categories, however only 8 are selected by the region to
be “scored”.
o Bound Business pending for more than 7 days.

o Banking Exceptions
o Billing Status Change
o Credit Report Ordering at Renewal
o Duplicate Credit Order requests
o Earned Premium Charge-Offs
o Endorsement After Issuance
o Back-dated Endorsements
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o Legal Trailing Documents (T-Docs)
o Married with no spouse listed
o Proof of Prior Insurance Verification (RMBC Spot check)
o Protective Devices Discount (RMBC Spot check)
o Renovated Home Discount (RMBC Spot check)
o Rewrite with Outstanding Balance
o Young Driver Removal Denial (RMBC Spot check)
Quick Reference Guide for Compliance Rules

Methodology (Most Popular)
o ALT: Bound Business pending for more than 7 days
▪ A point is assessed to the top 5% of agencies in the region with the highest
volume of activity for a 3-month period.
o DUPCR: Duplicate Credit Report Requests
o EE: Endorsement Processing/ Backdating
o PDD: Protective Device Discount
ratio of items where appropriate documentation was not supplied to the
RMBC compared to all protective device discount requests reviewed by the
RMBC for a 3-month period.
o PPI: Proof of Prior Verification
ratio of items where appropriate documentation was not supplied to the
RMBC compared to all protective device discount requests reviewed by the
RMBC for a 3-month period.
o RWOB: Rewrite with an Outstanding Balance
o TDOC: Legal Trailing Documents: TDOC Web Page (Content ID# 81436)
▪ Any agency with compliance percentage less than the regional threshold
(95%) for the twelve-month period receives a point, based on the most
current 12-month mover percentage.
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Phone and Computer Troubleshooting
Overall Rules:
1. Check POWER CORD
2. Reboot PC
3. Tell Local Manager
4. Try steps below
Small Problem Scenarios

Scenario 1: One PC or Phone Down – Reboot PC, Unplug and replug in that phone
Scenario 2: No HUD on one PC – Go to HUD/File/Settings then clicks “Load Settings From
Server”
Scenario 3: Can’t see someone in HUD or Name is Wrong in HUD – Same as #2 above
Scenario 4: Mouse or Keyboard doesn’t work – Check to see if wireless remote plugged in;
hit ‘reconnect’ button; last, change batteries in mouse/keyboard
BIG PROBLEM Scenarios
Scenario 1 - No Voice AND No Data (likely means the service data line is down)
1) Call/Text Office Manager/Jay/Robby
2) Call Bandwidth at 800.409.4357; follow prompts (2 for Voice Outage)
Account Name: ProVest Insurance Group, LLC
Scenario 2 – VOICE UP BUT DATA DOWN (Means the service is likely working; let’s check other
things before calling Bandwidth.com)
1) Check ROUTER in backroom (brown box below microwave)- PHOTO on Page 42

● Linksys Router is little silver box with blue faceplate: Two lights in front: the
“STATUS” light should be SOLID GREEN; “Internet” should be BLINKING
● If no lights on Router; unplug, wait 30 seconds, then plug back in.
● If still no lights, check Uninterrupted Power Supply (UPS) which is a larger black
box; Press Reset button on UPS to reset Router
2) If still not Internet; Call/Text Office Manager/Jay/Robby
● We would do this to see if ‘part of circuit is down’ – unlikely, but might happen.
Scenario 3 – INTERNET/DATA UP BUT VOICE DOWN (Fonality may be the problem)

1) Check FONALITY SERVER in backroom (PC on top shelf of cabinet; should be running)
– PHOTO on Page 43
● Call FONALITY CUSTOMER SUPPORT – 866-FONALITY (866-366-2548) and Follow

PROMPT for ‘SYSTEM DOWN EMERGENCY’)
● Enter Fonality SERVER ID: 133006 (NC and TX) / 149609 (FL)
● Record Trouble Ticket number (for future reference)
● Explain situation to FONALITY – If they say ‘We can’t see the Server’, ask if they
mean our Router is Down (if yes, go to Scenario 5/ Router Instructions)
2) If still no voice, CALL AND TEXT Office Manager/Jay/Robby
Scenario 4: No Dial Tone/ Fast Busy – Call Bandwidth 855-343-4567(see Scenario 4)
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Scenario 5: NEW person can’t load HUD or is not ‘logged in’
a) To ‘log in’ an agent (make their “Q” on HUD orange), do the following from the person’s
phone
a. Dial *54
b. Listen to prompt then dial their Extension (e.g. 201) and press # sign
c. Listen to voicemail prompt then dial their Extension again (e.g. 201) and press #
sign
Scenario 6: HUD will not open (incorrect log in)

a) When renaming a phone, remember the following:
b) WEBUSER ID must be “Server ID extension” (i.e. 149609_201 for Patty)
c) Enter the password
d) WEBUSER ID AND PASSWORD ARE BOTH CASE SENSITIVE!!!!!
IMPORTANT NUMBERS FOR I.T. AND PC PROBLEMS
For T1 (Voice and Data Circuit) as well as Local and Long Distance Calling:
Bandwidth.com: 800-610-7600
Bandwidth Account name: ProVest Insurance Group, LLC
For HUD problems (Chat, Parking, Call Scheduler, etc):

FONALITY 866-FONALITY (866-366-2548)
FONALITY Server ID: 133006 (NC and TX) / 149609 (FL)
For Data/PC Troubleshooting (Entire Office Down Emergency ONLY: can’t find Office
Manager/Jay/Robby in 1 hour)
Tun- ph: 704-400-5782
Jay Cell: 919.637.3800 - Amanda: 919.796.4104 – Jon: 305.725.4029 – Caio: 561.870.3902
ALLSTATE AFTER-HOURS: 800-335-6500

Note: In the event of a MAJOR phone outage (fire, hurricane, etc), please call Fonality and have
the phones forwarded to Allstate After Hours number. This will circumvent the FONALITY
Scheduler.
PHOTOS OF EQUIPMENT
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APPENDIX – FL
PROCESS FOR WRITING CITIZENS APPLICATIONS
Applications/Policies should only be bound if:

1. The application needs to be signed within 5 business days of the effective date of the policy.
The producer needs to thoroughly explain this to the insured, and make sure the
expectations are set.
2. NEVER ACCEPT OR SUBMIT PAYMENT ON AN UNBOUND APPLICATION.
a. NO PRODUCER IS AUTHORIZED TO MAIL CHECKS OR PAYMENTS TO CITIZENS.
b. THE OFFICE MANAGER MAILS ALL CHECKS TO CITIZENS.
3. With an H03 or Dwelling/Fire policy, Citizens requires proof of roof updates when a home is
over 15 years old with a shingle roof, or over 25 years old with a tile roof.
Applications/Policies CANNOT be bound without proof of these roof updates.
a. Homes 30 years or older must have a CLEAN 4 point inspection before being bound.
4. We can have DMI take the photos, but these should be done only on an emergency basis.
Current Citizen’s guidelines (1/2011) state that: Photographs are not required on
Condominium or Tenant properties located in buildings with more than four (4) units
(unless you give the insured a HIP roof rating).
5. If we are unable to bind coverage, we cannot accept money (consideration) on the policy
until underwriting reviews and allows us to bind.
I’ll add to this with any suggestions you have, or when anything changes in the guidelines.
Don’t hesitate in going to Citizens website to check the Manual, as we’ve found that
they’re changing things without sending us a bulletin.
BROKERED PROPERTY - Payment Options and Customer Service
Allstate Flood (eCheck, CC, Cash):

● Check by mail: P.O BOX 2589 OMAHA, NE 68103
● Customer can go into flood website and make payment with credit card.
● Customer can make check or cash payment by coming in to the office
American Integrity:
● Check by mail: American Integrity Insurance company of Florida MSC #504N P.O BOX
830469 Birmingham AL 35289-0469
Avatar Property:
● Check by mail: Avatar Property && Casualty Insurance Co P.O Box 281216 ATLANTA GA
30384-1216
Citizens (check):
● Check by mail: Citizens PO BOX 17850 JACKSONVILLE, FL 32245-7850
Page 56
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● Customer can make payment over phone with us, need single payment authorization form
Cypress (eCheck and CC):

● Check by mail: Service First Agent for Cypress P.O BOX 31305 TAMPA FL 33631-3305
Federated National (eCheck and CC on www.FedNat.com):

● Check by mail: Physical check (Regular / Overnight address) - 14050 NW 14 Street, Suite
180, Sunrise, Florida 33323
Florida Peninsula (eCheck and CC):

● Check by mail: Florida Peninsula Insurance Company P.O BOX 30010 TAMPA FL
33630-3010
Home Owners Choice (Cannot take payments):

● Check by mail: Homeowners Choice Managers Inc P.O BOX 23177 TAMPA FL 33623
Security First (eCheck and CC):

● Check by mail: Security first insurance company P.O BOX 45-9025 Sunrise Fl 33345-9025
● Customer can make payment online at www.securtyfirstflorida.com
● Agents: www.securityfirstflorida.com put in customers policy number & go to the second
option on the top, click electronic payment, and process payment with credit card.
Southern Fidelity Insurance Company:

● Check mail: Southern Fidelity Insurance P.O BOX 31148 TAMPA FL 33631
Southern Oak (CC):

● Check by mail: Southern Oak Insurance Company P.O BOX 459020 Sunrise Fl 33345-9020
● Agents go to www.southernoakins.com.. Put customer policy #.. go to electronic payment
and make process payment , by credit card only.
St Johns (eCheck):
● Check by mail: St. Johns Insurance company Policy processing Center P.O BOX 1779
Columbia SC 29202-1779
● Agents: you can take payment over the phone... www.stjohnsinsurance.com (checking
savings, Business checking)
Tower Hill (eCheck & CC):

● Check by mail: Tower Hill Signature Insurance Company P.O BOX 105337 ATLANTA GA
30348-5337
● Customer can enroll in eBill –www.THIG.com (automatic payment from bank or CC)
● Agents: www.THIG.com -enter customer policy number. Customer can pay over the phone
with us with visa, master card, or checking/savings
Universal Insurance (eCheck & CC):

● Check by mail: Universal Insurance Company of North America PO BOX 844773 DALLAS
TX 75284-4773
● Credit card over the phone.. www.uhina.com/agent
United Property Insurance

● Check by mail: United P & C P.O BOX 31512 TAMPA FL 33631-3512
Page 57
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APPENDIX – Opportunity Area Guide
Page 58

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Agency Process &

Agency Sales Academy - All Rights Reserved

SYSTEMS, PROCESS FLOWS AND FORMS

CORE COMPETENCIES - SERVICE

CORE COMPETENCIES - SALES

Orientation: (Staff _____/______Mgr.)

Contract & New Hire Paperwork

Supply Room, Postage and Copier

Show supply room and where certain supplies can be found

ProVest Insurance Group – Agency Contact Information

South Raleigh/ North Carolina: Agent # 046205; Booth Location: 79C

Cary/ North Carolina: Agent # 078127; Booth Location: B6T

Hurst/ Texas: Agent # 051561; Booth Location: 96A

Parkland/ Florida: Agent # 0a1373; Booth Location: 548

Sign on ID’s and Passwords

When prompted to change your Allstate password (every 60 days) . . .

Restricted and Monitored Sites * (Staff _____/______Mgr.)

Outlook Web Access * (Staff _____/______Mgr.)

Opening & Closing the Office: * (Staff _____/______Mgr.)

Explain use of alarm system

Closing the Agency

Scanning: * (Staff _____/______Mgr.)

IF A PAGE GETS JAMMED

8. Take paper(s) out of scanner (top and bottom).

Voicemail – Personal and Agency: * (Staff _____/______Mgr.)

Thank you for calling Allstate and Have a great day!!!!!

How to check Allstate Overnight Voice Mail

1. Call this number to check voice mail – 1-866-772-1860

To change Allstate Greeting

Call Forwarding: * (Staff _____/______Mgr.)

Our phones are automatically forwarded at 5:00 and un-forwarded at 8:30.

HUD and the Phone System: * (Staff _____/______Mgr.)

o Viewing the system (Fonality HUD 3.5)

Assess situation and handle if you can:

If it’s a new business sale or follow up call:

Inbound Call Systems and Process – Process Flow on page 14-17

4. PERFORM WHATEVER SERVICE TASK NEEDED (PMT, END, Etc.)

* UPDATING EMAIL ADDRESSES

PHONE TIPS & FACTS

Find A Customer in Gateway and eAgent: * (Staff _____/______Mgr.)

Adding or editing a client to eAgent

● Make sure first and last name are spelled correctly.

9:30am(2.5 hrs.): Overview of our Systems - Office Manager

Noon (1.5 hrs.): Lunch / Concierge -Sales Leader or Office Manager

Noon (1hour): Lunch

- Be a professional risk advisor (ASA Masters Slide)

3:30pm (1 hrs.): Live Prospecting Calls w/ Manager

Noon (1.5 hours): Lunch/Concierge (New Agent led)

Noon (1 hour): Lunch

- Endorsements pages 13 and 26 of the Training Manual

10:00am (2hour) Refresher on Value Selling ~ Sales Leader / Account Manager

- Be a professional risk advisor (ASA Masters Slide)

Noon (1 hour): Lunch

Prospecting Calls: Helpful Hints & Best Practices

The Most Common Objections & Rebuttals

I’ve been with State Farm for 30 years…

Bring Back (Former Client)

Hi _____________ this is ________at Allstate,

Hi ______________ this is ________ at Allstate, your _______(auto/home) insurance agent.

Orientation: (Staff _/__Mgr.)

Restricted and Monitored Sites * (Staff _/__Mgr.)

Outlook Web Access * (Staff _/__Mgr.)

Opening & Closing the Office: * (Staff _/__Mgr.)

Scanning: * (Staff _/__Mgr.)

Voicemail – Personal and Agency: * (Staff _/__Mgr.)

Call Forwarding: * (Staff _/__Mgr.)

HUD and the Phone System: * (Staff _/__Mgr.)

Find A Customer in Gateway and eAgent: * (Staff _/__Mgr.)

Hi _____ this is at Allstate,

Hi ________ this is at Allstate, your _(auto/home) insurance agent.

Hi ________ this is at Allstate,