Insurance Agency Scorecards: How to Track and Improve Agent Performance

Your agency runs on tribal knowledge, sticky notes, and hope. Agencies that hit $5M+ have one thing in common: documented processes.

Craig and Jason break this down from hundreds of conversations with agents at every stage. Here's what moves the needle.

Tribal Knowledge Is a Liability

If only Sarah knows how to process commercial endorsements and Sarah's out — your agency stops. Processes in people's heads are your biggest operational risk. Fix: document everything. Checklists, not novels.

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The Documentation Framework

Three most repeated tasks. For each: trigger (what starts it), steps (numbered), output (what done looks like), exceptions (variations). When a new hire can follow it without questions, you have a system.

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Five KPIs That Matter

Track weekly: close rate, retention rate, average premium, pipeline value, cost per acquisition. When you know these five numbers, every decision becomes data-driven instead of gut-driven.

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Delegation Math

Nobody does it exactly like you. They'll do 85% as well. But 85% times five people is 425% — four times your solo output. Start this week: one task you repeat that doesn't need your expertise. Hand it off. Coach. Let go.

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