WHAT DOES AN INSURANCE ASSISTANT DO?

Published: Sep 26, 2025 - The Insurance Assistant answers calls, greets customers, and gathers information to provide effective service and policy support. This role uses computer systems, accounting software, and communication techniques to process data, evaluate risk, and maintain accurate records. The assistant also supports sales and marketing efforts while ensuring customer needs are met through clear communication and organized documentation.

A Review of Professional Skills and Functions for Insurance Assistant

1. Insurance Assistant Duties

  • Mail Processing: Process daily mail, including faxes and email
  • Data Entry: Enter all required data into the system to maintain the current file data on accounts and expiration records
  • Policy Preparation: Prepare and process binders of insurance, policies, and endorsements, certificates of insurance, audits and cancellations as defined in the company procedures manual
  • Relationship Management: Maintain a working relationship with the company underwriters
  • Client Follow-up: Monitor and follow up with clients regarding recommendations
  • Underwriter Communication: Communicate with the company underwriters regarding actions taken by clients
  • Customer Service: Answer service-related customer phone calls and handle service requests such as billing, payments by phone, address changes, requests for auto ID cards, and evidence of insurance
  • Quote Processing: Process quotes for all lines of business
  • Coverage Verification: Verify insurance coverage for banks, mortgage companies and automobile dealers
  • Cancellation Monitoring: Monitor cancellation notices and create activity for follow-up
  • Proposal Assembly: Assemble and present new business proposals
  • Record Maintenance: Perform customer record maintenance
  • Renewal Monitoring: Monitor the renewal report for possible missed renewals and alert the agent
  • Expiration Tracking: Monitor the expiration report for round-up opportunities and alert the agent
  • Website Familiarity: Develop and maintain familiarity with insurance companies’ websites

2. Insurance Assistant Details

  • Call Monitoring: Monitors call arrival patterns and compares them against previously determined forecasts
  • Staffing Decisions: Makes staffing and workflow decisions based upon net capacity and staffing ability to meet business objectives
  • Resource Allocation: Allocates staffing resources to handle call flow for all operations across the country in support of multiple departments within the GRM Claims Organization
  • Activity Authorization: Authorizes and distributes offline activities, additional hours, or overtime, and cancellation of events
  • Schedule Management: Utilizes creative scheduling and call prioritization strategies to ensure business objectives are met
  • Performance Communication: Communicates with all levels of Management regarding daily performance and actions taken to improve results
  • Request Triage: Monitors several inboxes to properly triage requests
  • Data Evaluation: Evaluates and models data and provides reports, analyses, and recommendations to enhance business results
  • Problem Analysis: Analyzes and documents business problems of moderate complexity

3. Insurance Assistant Responsibilities

  • Phone Handling: Answering phones, greeting customers
  • Information Gathering: Obtain information from individuals
  • Customer Service: Provide customer service and sell insurance policies
  • Accounting Software: Use accounting or bookkeeping software
  • Data Entry: Use computers to enter, access or retrieve data
  • Communication Skills: Use interpersonal communication techniques
  • Marketing Techniques: Use marketing techniques and telephone communication techniques
  • Document Processing: Use word processing or desktop publishing software
  • Information Communication: Communicate visually or verbally
  • Risk Evaluation: Determine customer needs and evaluate the degree of risk
  • Record Maintenance: Maintain records, reports, or files

4. Insurance Assistant Job Summary

  • Mail Management: Reviewing, logging, managing, and assigning inbound mail (electronic and paper)
  • Document Filing: Cataloguing, filing, and scanning electronic and paper claim files and documentation
  • Document Research: Researching and responding to document requests related to loan default and origination
  • Claim Processing: Logging and processing inbound and outbound partial claim documents
  • Document Uploading: Compiling and uploading electronic documentation to various claim-related portals
  • Audit Preparation: Assisting with the preparation of audit files and reporting
  • Report Creation: Creating, preparing, and updating daily reporting as directed
  • Claim Setup: Set up new claims for adjusters
  • Broker Communication: Provide brokers with claims details via email
  • Payment Issuing: Issuing payments in the claims department for staff adjusters
  • Document Issuing: Complete and issue documentation for adjusters
  • Call Handling: Take claims calls and provide backup to the front desk
  • Professional Conduct: Conducting oneself in a manner consistent with the organization’s values
  • Target Achievement: Achieving business objectives/targets on time, within cost, and to the quality and customer expectations
  • Team Effectiveness: Accountable for delivering work results based on the expectations of the manager and also for managing one's own effectiveness in a team

5. Insurance Assistant Accountabilities

  • Binder Processing: Pending all binders coming through the imaging binder queue to meet service level standards
  • Submission Clearance: Clearance of submissions in Bridge and/or PAS (Duck Creek)
  • Policy Issuance: Issuance of policies in Bridge or Docucorp for the various lines of business in a timely and accurate manner
  • Endorsement Issuance: Issuance of endorsements in Bridge or Docucorp for the various lines of business in a timely and accurate manner
  • Policy Booking: Booking of all policies in the underwriting policy queue to meet service level standards
  • Endorsement Booking: Booking of all endorsements in the underwriting endorsement queue to meet service level standards
  • Data Review: Checking all assigned coded policies from the Data Quality Tracking System within 5 business days of assignment, routing or correcting the same, within 5 business days of the date the item is assigned
  • Staff Training: Participation in the training of the staff in all aspects of the various tasks and lines of business to ensure redundancy throughout the unit
  • Process Documentation: Participation in the documentation of processes and flows to ensure accuracy and availability to the DSG home office and field office personnel
  • Report Review: Review of all reports, ensuring priorities are addressed immediately
  • Regulation Compliance: Sending requests to the agent for missing valid surplus lines numbers for the individual risks to be able to book and meet the required state regulations
  • Problem Reporting: Generation of Problem forms for transactions that have issues prohibiting issuance or booking
  • Policy Compilation: Compiling full copies of a policy (including all subsequent transactions for the policy term) to comply with requests for certified policies received from the claims department
  • Team Collaboration: Demonstrated ability to interact with Actuarial, Claims, Field Operations, Loss Control, Premium Audit, Systems and Underwriting to improve the functional effectiveness of the personnel/organization through continuous process improvement
  • Certification Achievement: Obtain both a general liability and property rating certification within twenty-four months of obtaining the position
  • Insurance Coursework: Obtain Certificate in General Insurance (INS Coursework)
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