2004 Best Practices Study

AGENCIES WITH REVENUES OVER $25,000,000

How Time Was Spent

Group L&H CSRs

EXECUTIVE PERSPECTIVES

Average Top 25%

Selling New Business (New or Acct Rounding) 6.9%

Number

30.1

Administration 8.5%

High Low

158.0

2.0

Marketing (Placement) 27.1%

Average Commissions Serviced Average Pay ($) Average Pay (as % of Book Serviced)

PROFILE

$358,823 $708,157

$47,102

Claims Processing 5.3%

Customer Service 52.3%

13.1%

REVENUES/ EXPENSES

FINANCIAL STABILITY

How Time Was Spent

Personal P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 12.2%

Number

23.1 60.5

Administration 5.1%

High Low

Marketing (Placement) 19.0%

2.3

EMPLOYEE OVERVIEW

Average Commissions Serviced Average Pay ($) Average Pay (as % of Book Serviced)

$176,485 $231,883

Claims Processing 2.8%

$36,773

Customer Service 60.8%

PRODUCER INFO

20.8%

SERVICE STAFF INFO

Multi-Line CSRs

Average Top 25%

How Time Was Spent

Number

* * *

High Low

Insufficient Data - Chart Not Applicable

TECHNOLOGY

Average Commissions Serviced Average Pay ($) Average Pay (as % of Book Serviced)

*

*

*

INSURANCE CARRIERS

*

*Insufficient Data

APPENDIX

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