R.L. Lindsey

Computer Service Operations



The intent of computers in the workplace today is to manage information and communication in an organized and pre-agreed manner.  For the Insurance Industry, several key factors should be considered when computers are used to administer all or any part of the Insurance Services process.

 Several areas where computers can be best utilized are:

 1.                 Applications and Proposals

  • Produce all new business applications directly from the system;

  • Generate renewal applications from the updated system information;

  • Pull information directly from the system database to produce the proposal;

  • Use a standard proposal format and content for all proposals.

 2.                 Submission Production and Tracking

  • Produce multiple carrier submissions through the system, rather than by making individual copies;

  •  Track submissions to carriers automatically through the system;

  •  Monitor submission hit ratios through a system report.

 3.                 Policy Detail

  • Record policy detail as early as possible in the workflow;

  •  Keep full, updated and accurate detail in the system;

  •  Use the system as the primary source of policy information;

  •  Conduct audits on policy detail;

  •  Consistently document all client contacts in the history section of the client file.

 4.                 Electronic and Transactional Filing

  • Make the electronic record the primary source of all information;

  • Put necessary client information is in the electronic record or points to the storage location;

  •  Maintain policy detail and regularly update;

  •  Make transactional filing records are consistent and accessible;

  •  Educate everyone in the agency on accessing the electronic records.

 5.                 Diary/Suspense

  •  Set and enforce standards for following up on transactions;

  •  Create suspense through computer system;

  •  Suspend for an adequate number of days;

  •  Management monitors suspense.

 6.                 Transaction Processing

  •  Provide adequate training so that users can make full use of the system;

  •  Users know the steps to take to process each type of transaction;

  •  Telephones are outfitted with headphones;

  •  Process as many transactions as possible while the customer is on the phone;

  •  Note any transaction not completed on the phone electronically, and complete as soon as possible that same day.

 7.                 Integrated Rating, Desktop Faxing, Electronic Signatures,  Download  

  • Change workflow as a result of these capabilities;

  • Process transactions without producing paper using these features;

  • Streamline processing using these features.

 8.                 E-Mails, Letters, Spreadsheets, Forms

  •  Attach these documents to the customer file;

  •  Create template documents and store on shared drives.

 9.                 Documentation

  •  Create and use standards for documenting phone calls, mail, and correspondence;

  •  Document information in one place in the system;

  •  Teach everyone where documentation is kept and how to access it.

 10.                 Claims

  • Use a complete policy database;

  • Produce loss reports from the system;

  • Track, document, and manage activity on the system;

  • Use system generated claims management reports.

11.                 Other Lines

  • Detail employee benefits and life/health in the system;

  • Enter bond detail in the system;

  • Create and use bond form templates wherever possible;

  • Create and use applications for specialty lines wherever possible.

12.                 Carrier Download

  • Set up download with all carriers that offer download;

  •  If possible, automatically invoice as part of the download (direct bill  only);

  • Conduct audits of accuracy of download;

  • Trust the information that has been downloaded and audited.

 13.                 Management Reporting Capabilities

  • Decide on necessary information on reports;

  •  Adjust to reporting capabilities of the system;

  •  Develop canned reports if the system doesn’t have what is required;

  •  Customize reports when absolutely necessary;

  •  Provide access to needed reporting capabilities to managers;

  •  Train managers to run their own reports where applicable.

 14.                 Intranet

  • Contains procedures and workflow manuals;

  • Contains company manuals (if electronic);

  • Use to record new and changed procedures;

  • Use to document workflow;

  • Use as a vehicle for storing some personnel information;

  • Allow for the generation of an internal agency newsletter.