2004 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $1,250,000 AND $2,500,000

How Time Was Spent

Group L&H CSRs

EXECUTIVE PERSPECTIVES

Average Top 25%

Selling New Business (New or Acct Rounding) 14.6%

Number

1.5 2.7 1.0

Administration 5.8%

High Low

Marketing (Placement) 23.3%

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

PROFILE

$201,352 $381,265

$31,450

Claims Processing 11.7%

Customer Service 44.2%

15.6%

REVENUES/ EXPENSES

FINANCIAL STABILITY

How Time Was Spent

Personal P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 14.0%

Number

3.3 8.0 1.0

Administration 3.6%

High Low

Marketing (Placement) 16.2%

EMPLOYEE OVERVIEW

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

$148,817 $210,934

Claims Processing 5.3%

$31,845

Customer Service 60.8%

PRODUCER INFO

21.4%

SERVICE STAFF INFO

How Time Was Spent

Multi-Line CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 8.7%

Number

2.0 4.0 1.0

Administration 3.6%

High Low

Marketing (Placement) 9.4%

TECHNOLOGY

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

$154,393

*

Claims Processing 12.6%

$35,641

INSURANCE CARRIERS

Customer Service 65.6%

23.1%

*Insufficient Data

APPENDIX

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