Insurance Agency Virtual Assistant Services
A certificate needed by noon does not wait for a quiet afternoon.
We staff certificate requests, the renewal calendar and first-notice-of-loss intake with people trained on how an agency runs, so your producers are free to sell and advise on cover.
Sound familiar?
The friction we hear most.
Every certificate is needed by yesterday afternoon
A vendor or lender wants a certificate of insurance today, not this week, and producing it correctly still takes someone away from a renewal or a new quote.
The renewal calendar never has a quiet week
Something is always thirty, sixty or ninety days from lapsing, and chasing the client for updated information before the carrier deadline competes with everything else on the desk.
A mid-term change reopens half the file
An added driver, a new location or a change of address mid-policy means paperwork, carrier contact and an updated document, and it lands the same day as three other things.
First notice of loss cannot wait for someone to be free
A client reporting a loss needs the facts captured immediately, not whenever the phone lines quiet down, and a missed call at that moment is the one clients remember.
Who joins your team
Roles we staff.
Certificate & COI Coordinator
Issues certificates of insurance against approved templates and authority levels, and tracks every outstanding request to completion.
Renewal Coordinator
Runs the rolling renewal calendar and chases clients for updated information well ahead of the carrier deadline.
Policy Change & Endorsement Processor
Handles endorsement requests and mid-term policy changes, from paperwork through to confirmed document delivery.
Claims Intake Specialist
Takes first-notice-of-loss calls, captures the facts for the adjuster, and never advises on coverage.
Day to day
What they handle, every day.
- Issue certificates of insurance against approved templates and track outstanding requests
- Run the rolling renewal calendar and chase updated information ahead of expiry
- Process endorsement and mid-term policy change requests
- Take first-notice-of-loss calls and capture the facts for the adjuster
- Sit on hold with carriers so your producers do not have to
- Confirm binder and policy document delivery to clients
- Chase signed applications and outstanding underwriting information
- Log incoming certificate-holder requests from vendors and lenders
- Update client contact and vehicle or property schedules ahead of renewal
- Route coverage-adequacy questions to a licensed producer rather than answering them directly
- Confirm premium payment receipt and follow up on lapses
- Hand off the day's open certificate and renewal requests to morning staff
The handoff
Where AI stops. Where we start.
Automation is genuinely faster at the first, predictable touch — that part is not in question. What follows is the moment it runs out of road, and a trained person picks up with the context already in hand.
A vendor calls needing a certificate of insurance by end of day
Where AI stops
A system can generate a certificate from the approved template and get it to the vendor within minutes of the request landing. It cannot notice that what the vendor is actually asking for implies a coverage gap the client has no idea exists.
What our team does
Issues the certificate, and flags to a licensed producer when the request itself is a signal — a limit that doesn't match the contract, a holder that wasn't on the policy before — worth a phone call, not just a document.
A policy is thirty days from renewal and the client has not responded
Where AI stops
An automated reminder goes out on schedule and logs the non-response against the renewal calendar without ever forgetting. It cannot tell whether the silence means the client is shopping the policy elsewhere or simply has not opened their email in three weeks.
What our team does
Calls the client directly to find out which one it is, and gets a producer reworking the renewal before the silence turns into a lapse.
A client calls to report an accident
Where AI stops
A system can capture the loss details, confirm the policy number and open the claim intake the moment the call comes in, calm and consistent every time. It cannot tell that the caller is in shock and giving an incomplete account, or that a second call an hour later will add a fact that changes the claim.
What our team does
Stays on the details until they hold together, logs what changes, and hands the adjuster a complete file rather than a first impression.
A caller asks whether they have enough coverage
Where AI stops
A system can recognize the question and decline to answer it without ever overstepping. It cannot notice that the question itself is the tell — that whatever prompted it is a coverage gap the client does not know they have yet.
What our team does
Passes it to a licensed producer with the context of what prompted the question, not just the question itself, so the gap gets looked at rather than filed away.
Outcomes
What changes.
Certificate turnaround
First-notice-of-loss intake
To full handover
What this could save you
Put a number on it.
The outcomes above are what changes operationally. Here's what a role like this is worth in dollars at Insurance agencies.
What this could save you on Insurance agencies
Move the numbers to match the role you're costing. The totals below update as you type — no email needed.
US cost, all-in
$66,529/yr
GH cost, all-in
$20,800/yr
Annual saving
$45,729
68.7% lower than staying in-house
Full itemised breakdown
See the six line items that make up the US-side total — payroll tax, benefits, paid leave, equipment, and recruiting — for the numbers above.
No sales call. We'll just send the same breakdown to your inbox.
Every assumption this rests on
These are conservative public US averages — employer payroll tax, benefits load, paid leave, and the rest — not GH Business Solutions' own measured figures. They're disclosed here in full so you can check the arithmetic yourself rather than take our word for it.
| Assumption | Value |
|---|---|
| Employer payroll tax | 9.15% |
| Benefits load | 25% |
| Paid leave | 20 days |
| Workstation and software | $1,500 |
| Cost per hire | $4,000 |
| Annual turnover | 30% |
| GH rate | $10.00 per billable hour (our range is $9-$10 — we cost the top of it here) |
Ready to talk specifics?
Tell us what's piling up. We'll tell you exactly what we would take off your desk.
Getting started
Two weeks, start to finish.
Week one
We map your workflow
A dedicated team lead learns your systems, protocols and escalation rules before anyone takes a live call or opens a live ticket.
Week two
Supervised live coverage
Your new team works real calls and real tasks alongside your staff, with a safety net until every handoff is clean.
Full handover
Coverage runs on its own
By the end of week two the team runs independently, with reporting you can review each morning rather than a queue you have to check.
Compliance & data handling
Built to be trusted with what matters.
- Team never binds coverage, quotes premium or advises on adequacy of cover
- Confidentiality of client and policy information
- Certificates issued only from agency-approved templates and authority levels
- Data residency and retention rules set by your agency
Related services
Common questions
Before you ask.
Can the team actually bind coverage or quote a policy?
No, and this is a firm boundary, not a training gap. The team gathers information, issues certificates from your approved templates, chases renewals and takes first-notice-of-loss calls, and anything involving binding, quoting or advising on adequacy of cover goes to a licensed producer.
How fast can a certificate of insurance get issued?
Most requests are turned around the same day they arrive, because the team works from your approved templates and authority levels rather than waiting for a producer to have a free minute. Anything outside the standard template is flagged for producer sign-off before it goes out.
What happens to a first-notice-of-loss call outside business hours?
The team answers, confirms the policy and captures the facts of the loss immediately rather than sending the caller to voicemail. Coverage decisions are never made on that call; the intake goes to your carrier or adjuster exactly as your current process requires.
Will clients know they are speaking with the agency and not a stranger?
Most callers assume they have reached someone in your office, which is exactly why the team is trained on your book of business rather than a generic script. It answers as your agency and follows your protocols on every call.
Can the team work inside our agency management system?
Yes. The team works inside whatever agency management, rating and document systems you already run, using credentials you issue and permissions you control. Nothing is migrated and no new software is introduced on your side.
How quickly can renewal and certificate coverage start?
Two weeks is typical. The first week maps your renewal calendar, certificate templates and escalation rules and trains the team on them. The second runs live coverage supervised alongside your staff before full handover.
AI can already generate a certificate of insurance in seconds — what is actually left for people to do?
Generating the document from a template is the easy half, and a system does it well. What it can't do is notice that the request behind the certificate — an unusual holder, a limit that doesn't match the policy — is often the first sign of a coverage gap the client doesn't know exists yet. That catch still needs a trained person reading the request, not just filling it.
Also in professional services
We staff the same half of the work here.
Ready to see this running in your business?
Tell us what's piling up right now. We will tell you exactly what we would take off your desk.
Talk to us