Common problems in agency systems
- Download exceptions. Carrier downloads that fail to match a client or policy and sit in a queue for weeks.
- Duplicate clients. The same household or business entered twice, splitting history and commissions.
- Unattached documents. Declarations, applications and signed forms living in email instead of the client file.
- Stale activities. Follow-ups that were done but never closed, so nobody trusts the open list.
- Inconsistent data. Missing email addresses, wrong policy types, producers not assigned, making books hard to report on.
A daily and weekly routine
| When | Task |
|---|---|
| Daily | Work the download exception queue; match or flag each item |
| Daily | Attach documents received by email or portal to the right policy |
| Weekly | Review open activities older than your cut-off and ask owners to close or update them |
| Weekly | Run a duplicate client report and prepare merge candidates for approval |
| Monthly | Data-quality report: missing contact details, unassigned producers, policies without documents |
One-time cleanup projects
Agencies switching systems or merging books often need a focused cleanup first. Typical scope: standardise naming conventions, merge duplicates, mark lost and cancelled policies correctly and backfill key documents. Scope it by number of client records and how far back you want to go. Merges and status changes should be approved by someone at the agency, because they affect commissions and history.
Systems and access
Assistants commonly work in the major agency management systems, carrier portals and comparative raters. Expect a learning period for your specific setup, especially custom fields and workflows. Give the assistant a named user with a role limited to the work involved, require multi-factor sign-in, and review the user list every quarter.
What your agency provides
- Your naming and filing conventions, or permission to draft them for approval.
- A contact who approves merges, status changes and deletions.
- Read access to commission reports only if reconciliation is in scope.
Questions
Will the assistant delete records?
Not without approval. Deletions and merges are proposed in a list, a person at your agency approves them, and only then are they carried out.
Tell us your AMS, roughly how many active clients you have and the problems you see most.
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