2003 Best Practices Study

Analysis of Agencies with Revenues Less Than $500,000

How Time Was Spent: Selling New Business (New or Acct Rounding)

21.4% 20.0%

Marketing (Placement)

Claims Processing Customer Service

8.3%

40.5%

Administration

9.8%

How Time Was Spent

9.8%

21.4%

40.5%

20.0%

8.3%

Selling New Business (New or Acct Rounding) Marketing (Placement)

Claims Processing Customer Service Administration

CSR Summary

Average Book Serviced/CSR (Commissions)

Average Pay as % of Book Serviced

$250,000

40%

$200,000

30%

$150,000

20%

$100,000

10%

$50,000

0%

$0

Commercial P&C

Group L&H Personal P&C

Multi-Line

Commercial P&C Group L&H Personal P&C Multi-Line

Average Top 25%

Average

TECHNOLOGY PRODUCTIVITY

Information Technology FTE

Average

Top 25%

Number

0.5 1.0 0.1

High Low

Total IT Payroll Expense ($)

$9,491

$19,000

As % of Total Compensation Expense

6.3% 2.9%

As % of Net Revenues

Page 22 2003 Best Practices Study