---
title: Quote and bind support
slug: sales-operations/quote-and-bind-support
icon: {"lucideIcon":"FileCheck2"}
docTags: 
createdAt: 2026-08-17T11:14:22.531Z
---

# 🎯 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

::::VerticalSplit{layout="middle"}
:::VerticalSplitItem
### 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
:::

:::VerticalSplitItem
### 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           |

:::hint{type="warning"}
**⚠️ Escalation requirement:** Any sanctions-related referral must be frozen immediately and escalated to Compliance before further intermediary engagement.
:::

# ✅ Procedure

::::WorkflowBlock
:::WorkflowBlockItem
Monitor the referral queue in the policy administration system at least every 2 hours during business hours.
:::

:::WorkflowBlockItem
For each referred quote, confirm the referral reason (rating outside authority, incomplete risk data, sanctions flag).
:::

:::WorkflowBlockItem
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.
:::

:::WorkflowBlockItem
Data referrals: contact the intermediary through the recorded channel; hold the file open a maximum of 5 working days before closing as stale.
:::

:::WorkflowBlockItem
Sanctions flags: freeze the quote, escalate to Compliance immediately, no client contact until cleared.
:::

:::WorkflowBlockItem
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.
:::
::::

:::ExpandableHeading
## 🔎 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**.