Insurance · Agency Operations
Customer service protocols
An internal guide setting out how agency staff should handle client calls, emails, and service requests day to day.
What it usually contains
- Phone and email response time standards
- Scripts and greetings for common client requests
- Steps for handling policy changes, certificates, and billing questions
- Rules for escalating complaints or claims issues
- Documentation and file-notation requirements
What the assistant uses it for
Answer questions about how quickly a client inquiry should be answered, who handles which type of request, and the correct steps for routine service tasks or escalations.
How it is versioned
A document of this type has exactly one current version at a time. Upload a revision and it becomes the version that counts — the one before it is kept and dated, but is no longer what your assistant answers from. Nothing is ever deleted, so you can always show what this document said on a given date.
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