Executive Playbook
Operational Resilience Recommendation
Implement automated renewal review triage and expand carrier market access for high-risk ZIP codes.
Staff Capacity vs. Real Workload
Monthly available hours against inquiry & remarketing burden
Workload Stress Decomposition
Hours allocated to inbound inquiries vs. carrier remarketing
Non-Renewal & Rate Surge Triage Matrix
4-Tier Agency Routing
Prescribed standard operating procedures based on policy value and remarketing burden.
Tier 1 • High Premium Bundle
Dedicated Producer Remarket
Full re-underwriting with secondary carriers 60 days before non-renewal notice. Direct phone outreach.
Tier 2 • Monoline Auto/Home
Automated Quoting Portal
Comparative rater integration triggering instant 3-carrier quote comparison link via SMS and email.
Tier 3 • Hard-to-Place / Brush
E&S / Surplus Lines Referral
Pre-packaged submission to wholesale broker or state FAIR plan with roof inspection affidavit.
Tier 4 • Low Premium Inquiries
Digital Self-Service Explainer
Interactive video explaining statewide insurance rate approvals and deductible adjustment options.
Agency Hard Market Telemetry Ledger
Real-time
| Operational Metric | Underlying Factor | Monthly Impact |
|---|---|---|
| Inbound Inquiries Load | 420 inquiries × 28 min handle | 196.0 hrs |
| Non-Renewal Remarketing Load | 3,800 policies × 8.5% rate (4 carriers) | 196.0 hrs |
| Combined Monthly Agency Workload | Total staff hours needed | 392.0 hrs |
| Total Net Staff Capacity | 5 FTEs × 160 hrs/mo standard | 800.0 hrs |
| Net Agency Buffer / (Deficit) | Headroom before overtime or service degradation | +408.0 hrs |