2004 Best Practices Study

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

How Time Was Spent

Group L&H CSRs

EXECUTIVE PERSPECTIVES

Average Top 25%

Selling New Business (New or Acct Rounding) 18.3%

Number

0.8 2.5 0.3

Administration 4.4%

High Low

Marketing (Placement) 8.3%

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

PROFILE

$73,118 $127,500

$15,471

Claims Processing 6.8%

Customer Service 62.1%

21.2%

REVENUES/ EXPENSES

FINANCIAL STABILITY

How Time Was Spent

Personal P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 13.0%

Number

2.3 6.0 0.4

Administration 3.2%

High Low

Marketing (Placement) 9.9%

EMPLOYEE OVERVIEW

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

$149,423 $249,546

Claims Processing 10.3%

$31,289

Customer Service 63.6%

PRODUCER INFO

20.9%

SERVICE STAFF INFO

Multi-Line CSRs

Average Top 25%

How Time Was Spent

Number

1.8 5.0 1.0

High Low

Selling New Business (New or Acct Rounding) 27.9%

TECHNOLOGY

Administration 7.9%

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

$232,393 $377,667

Marketing (Placement) 16.4%

$36,000

INSURANCE CARRIERS

15.5%

Customer Service 42.6%

Claims Processing 5.3%

APPENDIX

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