2015 Best Practices Study

Analysis of Agencies with Revenues Over $25,000,000

Key Benchmarks Profile

Service Staff Productivity

Revenues Expenses Profitability Employee Overview Producer Info Service Staff Info Technology Insurance Carriers Appendix

Service & Sales Support Staff Definition • Typically non-commissioned employees • Provide service to the agency’s clients • Support producers in the sale of new business and retention of existing business Some service positions may earn commission income but typically a majority of their pay is fixed and a majority of their time is devoted to service rather than the solicitation of new clients. Service & Sales Support Positions 1 Included in Full-time Equivalent Headcounts • Account Executives (AE) - senior level service representatives • Account Managers, Customer Service Representatives (CSRs) • Assistant CSRs, Processors • Claims Staff • Placers/Marketers • Department Managers - who also service clients 1 Position titles are general categories since specific job titles vary from agency to agency. Administrative personnel such as accounting, mail room, and reception are not included in service benchmarks unless a portion of their time is dedicated to service.

Service Staff Overview

Average

Top 25% Profit Top 25% Growth

Total # of Service Staff

(as defined above; excludes any TPA service staff)

154.9

135.3

133.1

% of Peer Agencies Having Separate/Dedicated Marketing Department

51.7%

42.9%

28.6%

# of Marketing Staff

9.4

6.1

5.5

Separate/Dedicated Claims Department

79.3%

71.4%

57.1%

# of Claims Staff

10.0

3.7

9.6

TPA Service Staff

Average

Top 25% Profit Top 25% Growth

% of Peer Agencies Having Workers Comp TPA

2015 Best Practices Study

24.1%

* * * * * *

* * * * * *

# of Service Staff

10.4

Agencies with Revenues Over $25,000,000

Total TPA Revenues Serviced

$715,490

Group Benefits TPA

* * *

# of Service Staff

Total TPA Revenues Serviced

*Insufficient Data

151

Note: See page 163 for an explanation of column headings