A new motor insurance executive joins on a Monday. By Wednesday she holds a login that views but cannot edit renewals, a pile of proposal forms and a monthly target. Nobody explains how her commission statement is built. On Friday a caller asks about a lapsed policy and she promises a grace period that does not exist. The customer repeats it to a relative at the branch. The week was busy. It was not a first week.
This card suits an insurer's branch or an agency of any size. It is meant for the manager who must have a person useful in five days without a wrong promise reaching a policyholder.
Before the new hire arrives
- Seat, tablet or laptop, desk phone with an extension, and a locker.
- Logins raised for the policy administration screen, the quote engine and the CRM, at the right permission level.
- Welcome note with timings, dress code and the floor partner's name.
- Licence or exam status sighted for anyone who will advise, with a plan if it is pending.
- Three product notes to read before day one: rate card, proposal form, claim intimation steps.
DAY 1 Welcome, desk, logins, floor partner introduction, code of conduct sign-off, licence and KYC papers sighted
DAY 2 Product basics: sum insured, deductible, waiting period, renewal, claim intimation. Sit with a servicing executive
DAY 3 Proposal form practice on three dummy cases. Premium receipt and endorsement explained
DAY 4 Listen to five calls with the floor partner. Make one supervised call. Learn how to log a complaint
DAY 5 Handle one real service request with the floor partner watching. Review the week with the manager
Signed by new hire: ________ Manager: ________ Date: ________Day by day, with the traps
- 1
Monday: access and rules
Hand over logins, review the code of conduct and note what the new hire may not say to a customer, such as predicting a claim outcome. Confirm licence status and the date the new hire may start soliciting.
- 2
Tuesday: the product in plain words
Use real policy documents to explain the sum insured, the waiting period for pre-existing conditions, the no-claim bonus and the cooling-off option. Test with a quiz of five questions.
- 3
Wednesday: paperwork
Practise filling proposal forms and checking KYC documents. The most common first-month mistakes are a missing signature, a mismatch in the nominee's name and an unreadable address.
- 4
Thursday: calls and complaints
Listen to renewal reminders, lapse calls and a claim intimation. Teach how a complaint is logged and who owns it.
- 5
Friday: do one thing for real
One service request from start to finish, with the floor partner on the line. Review the week and set targets for week two.
Agents and brokers need extra care
A new hire at a life insurance agency or an independent agency often works from a lead list within a fortnight. Settle early how leads are allocated, how renewal reminders reach the agent and who owns the policyholder if the agent resigns. The general onboarding service covers document collection, system access and the learning plan around this card.
Who fills the card, and when
The new hire ticks the day's items each evening. The floor partner initials the practical ones: dummy proposal, call listening, complaint entry. On Friday the manager reads the card, asks what puzzled the new hire and notes which product pages still need work. Keep the signed card in the personal file beside the licence copy and KYC papers.
Look also at the health insurance agency documentation page for the records worth keeping, and the insurance hub for the wider sector view.
Mistakes new new hires make, and how the card blocks them
- Promising a claim outcome on the phone. Day 2 teaches the safe answer.
- Leaving out the nominee or health declaration on a proposal form. Day 3 practises the form with dummy cases.
- Quoting a premium from an old rate card. Day 1 shows where the current card lives.
- Failing to log a complaint, so it appears again as an escalation. Day 4 covers the complaints register.
- Passing a customer's documents on WhatsApp. Day 1 covers the data-handling rule and who may hold copies.
If the agency sells motor policies, add a half-day on the inspection report and the Return to Invoice add-on. If it places corporate covers, see how corporate brokers build competency for group health and fire policies. A new hire who finishes week one with these errors named is much less likely to make them in week six.
Add three product-specific notes to the card. For a motor desk: the own-damage and third-party split, the No Claim Bonus transfer and the inspection report for a lapsed policy. For a health desk: the room rent limit, the cashless network list and the porting window before renewal. For a life desk: the free-look period, the premium-paying term and the surrender value statement. A new hire who can explain these in a customer's language by Friday is ahead of most people in month two.
Next step
Print the five-day card, paste in your own product notes and hand it to the next hire with a floor partner's name. For a version fitted to your branch, product mix and sales channels, describe them through requirements.
