2004 Best Practices Study

AGENCIES WITH REVENUES UNDER $500,000

How Time Was Spent

Group L&H CSRs

EXECUTIVE PERSPECTIVES

Average Top 25%

Number

* * *

High Low

Insufficient Data - Chart Not Applicable

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

PROFILE

*

*

*

*

REVENUES/ EXPENSES

*Insufficient Data

FINANCIAL STABILITY

How Time Was Spent

Personal P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 23.2%

Number

1.7 5.0 0.5

Administration 6.6%

High Low

EMPLOYEE OVERVIEW

Marketing (Placement) 10.7%

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

$117,299 $193,364

$28,670

Customer Service 51.9%

Claims Processing 7.6%

PRODUCER INFO

24.4%

SERVICE STAFF INFO

Multi-Line CSRs

How Time Was Spent

Average Top 25%

Number

1.6 3.0 0.5

Selling New Business (New or Acct Rounding) 10.0%

Administration 12.9%

High Low

TECHNOLOGY

Marketing (Placement) 11.4%

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

$152,870 $281,550

$25,857

Claims Processing 8.6%

INSURANCE CARRIERS

Customer Service 57.1%

16.9%

APPENDIX

24