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Click here to download the excel version of the Client Service Plan.

Upon Binding:

30 Days – Client Service Plan Development

  • AE: Identify Service Team
    • Producer, Claims, Marketing, Client Services, Loss Control, WC Recovery
  • Set up an Internal Strategy Session
    • Invite: Service Team
    • Identify Deliverables
      • Carrier deliverables negotiated upon renewal
      • Loss Control/Claim Review/ Contract Review/ WC
    • AE/Associate: Draft service plan
      • Outline deliverables and responsibilities
        • Incorporate all service areas
    • Producer/AE/Claims/Loss Control: Schedule intro meeting with client and service team
    • Schedule future internal meetings (90/120/180 Days)
      • As needed – will change depending on client needs
      • May be just a conference call

60 Days – Day-to Day activity

  • Confirm delivery of policies
    • Identify any possible delays
  • AE/Associate AE: Obtain loss runs
    • Distribute to service team
  • Feedback from Client/Service team/Carrier
    • Comments?
    • Concerns?
    • Recommendations from carrier or team?

90 Days – Check Client Service Plan

  • Internal Strategy Meeting
    • What services have been provided?
    • What trends/problems have been identified?
    • Carrier cooperation?
      • Problems and Success Stories
  • Insurance Review Process Begins
    • Benchmarking
    • Policy Review- Account Rounding
      • Identify and make necessary changes to the plan
      • Communicate potential changes to client

 

120 -180Days (Midterm)

  • Internal Strategy Meeting
    • Producer: “Pulse” on insured
    • AE: Updates
    • Current status of service deliverables/problems

160 – 120 Days to Renewal – Client Strategy Meeting  (Producer/AE)

  • Gather underwriting information
  • Renewal Objectives Set
    • Work with Marketing
    • Identify renewal strategy
  • Begin renewal process – Refer to renewal process in SPIN

120-90 Days to Renewal

  • Submit renewal – as per strategy
  • Provide Stewardship Report to client
    • Work with branding on the Stewardship template
  • Review Claims
  • Identify problems/concerns

60 Days to Renewal

  • Schedule renewal presentation date
  • Update certificate holders with client
  • Complete proposal

30 Days to Renewal

  • Draft renewal Client Service Plan
    • Identify market changes
    • Identify internal key player changes (Claims/Marketing/Support)
  • Confirm proposal delivery/presentation date with team/client
  • Communicate any carrier or major coverage changes to team
  • Renewal terms finalized
  • Issue
    • Binders
    • Auto IDs
    • Certificates
    • Invoices
  • Finalize Client Service Plan changes