How to Write, Organize and Maintain Effective SOP (Standard Operating Procedure) for any Insurance Agency

How to Write, Organize and Maintain Effective  SOP (Standard Operating Procedure) for any Insurance Agency
  • Opening Intro -

    An insurance agency’s SOP (Standard Operating Procedure is a document that specifies how routine tasks should be performed.


It ensures that all current and future employees are on the same page and that the best practices are followed consistently, by everyone. SOPs usually take the form of detailed step-by-step instructions.

Determine Which Processes Can be Automated

Standard operating procedures usually contain instructions on the way manual processes at any level should be carried out by specific employees. It should explain how insurance agents, insurance administrators, the management staff, as well as executives should contribute to achieving business goals.

This includes sending insurance policy documents to policyholders, issuing policy renewal reminders, requesting policy updates, etc. Being that some insurance agencies have hundreds or thousands of policyholders, this process can be extremely taxing. One way to ensure consistent quality of service for all clients is automation.

Pathway’s intuitive, automated workflows can help insurance agencies, of all sizes, stay ahead of competitors by streamlining their communication with policyholders, gets the job done faster and enables insurance agencies to never miss an opportunity to make sales and retain customers.

Pathway offers a SaaS solution that integrates with an insurance agency’s Agent/Broker Management System and sends automated emails to policyholders.

Its automated emails are triggered by changes in the system – for example, when a policyholder signs up with a brokerage and  purchases their first policy, they get a welcome email.

Similarly, automatically Pathway sends renewal and pre-renewal letters, billing reminders and policy documents to all policyholders, triggered by the data in the brokerage’s management software.

It is a dependable and time-saving way of good strong communication with policyholders, and most importantly, it helps insurance professionals time.

Identify SOP Creators, and Agree on Uniform SOP Format Determine the Format of the SOP and Identify the End-User

Generally speaking, your insurance Standard Operating Procedure should contain instructions for three types of end-users: executives, management leaders, and ground-level employees.

The people who create SOPs are usually more experienced employees, intimately familiar with the inner workings of their specific company, as well as the insurance agency’s business goals as a whole.

The executives develop step-by-step instructions on how to achieve high-end business goals. Management leaders develop best practices and determine how to implement them. Ground-level employees, such as insurance agents, insurance administrators, designers, content writers, and social media marketers determine the plausibility of these SOPs in terms of time consumption and logistics.

As different employment levels develop their respective SOPs, it becomes important to develop a uniform format. How detailed should the step-by-step instructions be? Should they include numbered lists, flow charts? Are the SOP instructions comprehensive enough to be used for onboarding new employees?

Quality Control and Assurance

When different parts of an insurance agency’s SOP have been written up, detailing how every employee should perform their respective task, it’s time to decide how performance should be assessed. Have all employees followed protocol? What steps should be taken if this is not the case?

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Quality control is another step to creating a hyper-productive SOP where automation is a lifesaver. Insurance agencies that employ automated SaaS solutions needn’t worry about missing out on opportunities to have clients renew policies, even sending the right additional policy coverage to the right people. An automated system always provides results of consistently high quality.


Imagine, if you will, that an insurance agency is a finely-tuned machine, consisting of a number of moving parts. A detailed, effective, and carefully thought-out SOP is there to make sure those parts are moving in unison, towards a common goal.

In the case of an insurance agency, deciding which processes should be automated and which should be done manually is key to providing quality service to policyholders.

Finally, if an SOP is well crafted, all employees will be more likely to do their jobs according to protocol. Moreover, the onboarding process for new employees can be less time-consuming, with fewer mistakes along the way.

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