Quote and bind support

🎯 purpose procedure for sales operations support of the quote to bind cycle where intermediaries need operational intervention referred quotes, manual ratings, and bind queue exceptions owner distribution operations manager · sla referred quotes actioned within 4 business hours 📊 operational overview key operational metrics referral response sla 4 business hours queue monitoring frequency every 2 hours target first time right bind accuracy 98% stale referral threshold 5 working days compliance escalation target same business day continuous improvement priorities reduce avoidable underwriting referrals caused by incomplete submissions improve intermediary data quality at quote initiation stage monitor bind exceptions by intermediary and product line increase automation of commission agreement validation review recurring escalation root causes during monthly operational governance reviews 🛡 governance and ownership role operational responsibility escalation ownership sales operations referral triage, intermediary engagement, bind validation initial operational escalation underwriting referral assessment for rating exceptions rating authority decisions compliance sanctions investigation and clearance regulatory escalation and hold approval finance operations commission reconciliation exception handling financial mismatch resolution ⚠️ escalation requirement any sanctions related referral must be frozen immediately and escalated to compliance before further intermediary engagement ✅ procedure monitor the referral queue in the policy administration system at least every 2 hours during business hours for each referred quote, confirm the referral reason (rating outside authority, incomplete risk data, sanctions flag) rating referrals route to underwriting via the uw referral queue — see the underwriting operations space, sop risk assessment and referral never adjust rating factors manually in the quote data referrals contact the intermediary through the recorded channel; hold the file open a maximum of 5 working days before closing as stale sanctions flags freeze the quote, escalate to compliance immediately, no client contact until cleared on bind, verify the policy record created correctly and the commission agreement resolved to the right intermediary mismatches go to finance operations premium reconciliation as an exception 🔎 operational guidance and common failure points confirm referral categorisation before routing to prevent unnecessary queue transfers maintain a complete crm activity trail for all intermediary communications and escalation decisions validate commission structures during bind verification to reduce downstream reconciliation exceptions escalate repeat referral patterns to distribution operations leadership for root cause analysis ensure stale cases are formally closed with audit ready notes and supporting timestamps 🧾 records and evidence all interventions are logged in the crm activity timeline referral volumes and turnaround feed the distribution monthly scorecard in distribution performance