Insurance Producer Performance Review

From Applied Epic, AMS360, EZLynx, or HawkSoft, export written premium, new business, retention, hit ratio, and quote-to-bind ratio across the review period. Pull the report against the employee's user ID, not just the producer code, so house accounts and shared splits are visible.

Solicit input from at least two carrier marketing reps and three client contacts. For commercial accounts, ask the carrier underwriter directly about submission quality — that's the most honest read on technical competency you'll get.

Check the NIPR record for every state the employee writes in, not just the resident state. Confirm CE hours are filed and accepted — pending CE is not the same as completed CE. A lapsed license means no authority to bind and is a market-conduct exam finding waiting to happen.

Suspend the employee's bind authority in the AMS and notify appointed carriers. File CE catch-up with the state DOI and document the date of last lawful binding activity. Any policies bound during the lapse window need a coverage review for unauthorized-transaction exposure.

Review the agency's E&O log, any DOI consumer complaints, and the carrier-side declination/cancellation log for accounts the employee handled. Pattern errors — repeated COI additional-insured mistakes, missed non-renewal windows — are more diagnostic than a single incident.

Pull ten random files — a mix of new business, mid-term endorsements, and renewals. Look for activity notes, signed applications, dated COIs, and complete loss runs. Files with auto-populated ACORD 125/130 fields that drifted from current insured operations are a recurring failure pattern at multi-cycle renewals.

Compare the employee's hit ratio and quote-to-bind to the agency benchmark by line of business. A producer running 60% hit ratio on small commercial but 15% on E&S is telling you something about appetite alignment with the wholesale markets they're using.

Spot-check ACORD 25 certificates for correct additional-insured vs. certificate-holder placement — the most common COI error in property-management and construction accounts. For commercial submissions, verify ACORD 125/130/140 class codes match current operations and SOV values are current within twelve months.

For adjusters and claims-side staff, audit FNOL acknowledgement and decisioning timestamps against the applicable statute — Texas Insurance Code Chapter 542 (15 business days to acknowledge, 15 to decision after info received, 60 max), or the state's equivalent unfair-claim-settlement-practices act. Each missed deadline is statutory interest exposure.

Pull retention by account count and by premium dollars — they tell different stories. A 92% account retention with 78% premium retention means a few large accounts left and that's the story to discuss in the review meeting.

Read the verbatims, not just the score. Repeated complaints about COI turnaround time or unanswered renewal questions point to specific workflow fixes that are coachable inside the review.

For CSRs and account managers, sample twenty COI requests from the period and measure both turnaround time and accuracy. Listing the management company instead of the property owner as additional insured is the most common error in real-estate vendor onboarding and a frequent E&O trigger.

Walk the production data, the file audit findings, and the 360 feedback in that order — facts before judgment. Give the employee written copies of the metrics ahead of the meeting so the conversation is about interpretation, not surprise.

Map next-period CE around a designation pathway when possible — CIC, CRM, CPCU, AINS, AAI — rather than the cheapest available hours. The Institutes and the National Alliance both publish structured tracks that produce more durable competency than ad-hoc CE.

Write specific, measurable goals: retention target, new-business premium target, designation milestones, file-audit error rate. Vague goals like "improve communication" don't survive the next review cycle. File the plan in the personnel record and calendar a 90-day check-in.

Both manager and employee sign. Retain the signed review for the agency's standard personnel retention period — note that workers-comp and producer files may have longer retention obligations than other HR records depending on state.