Free Resource for Agency Leaders
Your New Hire Needs a Process, Not a Shadow.
Most agencies still onboard through observation and tribal knowledge. This guide shows what a structured program looks like and what it costs you to keep doing it the old way.
- Why 90% of new hires leave the insurance industry within 2 to 3 years
- How to build a process and procedure manual your team will actually use
- A structured onboarding program designed around real daily tasks: ACORD forms, loss runs, submissions, COIs, endorsements, and more
- How to build a customer experience standard your whole team can follow
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The Definitive Guide to Practical Insurance Onboarding
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What's Inside
Practical frameworks. Real insurance tasks.
This is not a general HR guide. Every section was written around how independent P&C agencies actually work.
Why the talent pipeline is broken, what the workforce data actually says, and why agencies that don't build a training platform now will fall behind.
A step-by-step method to document every process in your agency, put it in writing, record it on video, and make it accessible to every employee.
Three phases for identifying your service gaps, setting phone and email standards, fixing mistakes the right way, and making sure the improvement lasts.
Designed around real daily tasks: insurance terminology, ACORD forms, loss run analysis, submissions, quoting, binding, COIs, policy checking, endorsements, and final audits.
Concrete exercises for each skill area, including sample scenarios for ACORD form practice, loss run drills, and submission checklists by line of coverage.
What to prioritize when you can't build everything at once, and how to start getting new hires productive without overhauling everything in your agency.
Who This Is For
Written for the people running independent agencies.
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Agency Owners
If you're still onboarding through job shadowing and tribal knowledge, this guide will give you a repeatable alternative.
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Operations and Training Managers
The people responsible for making sure new hires are actually ready before they're handling accounts on their own.
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Experienced Staff Getting Asked to Train
This guide helps producers and senior CSRs hand off their knowledge without spending their whole day teaching the same things over again.
The Real Cost
New hires need to go from zero knowledge to handling accounts as a full-fledged CSR. Most agencies still expect that to happen through observation. It doesn't.
Don't want to build this yourself?
Total CSR is a structured training and onboarding platform built specifically for independent P&C agencies. See what it looks like for your team.
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