All agents must maintain active Ohio insurance licenses with the required 24 CE hours completed by June 30 of each calendar year. License renewal fees are reimbursable with manager approval. Non-compliance may result in disciplinary action and immediate suspension of agency privileges.

All agents are required to complete annual AML training. Suspicious activity must be reported to the Compliance Officer within 24 hours. Premium payments over $10,000 require enhanced documentation. Refer to the BSA/AML guidelines on the resources page for full detail.

Client personal and financial information is protected under the Gramm-Leach-Bliley Act. Agents may not share client data without explicit written consent. Annual privacy notices must be delivered to all active policyholders. Data breaches must be reported to the Compliance Officer immediately.

Upon receiving a claim, agents must submit the FNOL to the carrier within 24 business hours. All FNOL submissions must be made through the claims portal. Auto-populate client information from the policy management system. Notify the client of claim number and adjuster contact within 48 hours.

Every claim must be documented in Applied Epic within 2 business days. Required documents include FNOL form, photos (minimum 4), client statement, and repair estimates. All communications with carrier adjusters must be logged. Files are subject to quarterly audit by the Operations team.

When a carrier denies a claim, agents have 10 business days to initiate an appeal on behalf of the client. Submit the denial letter and all supporting documentation to the Claims Advocate team. Agents must notify clients within 48 hours of receiving any denial. See the updated appeal template in Agent Resources.

Agents must present a minimum of three carrier quotes for all new personal lines submissions. Quote rationale and carrier selection must be documented in Applied Epic. Preferred markets should be utilized when client meets eligibility requirements. Non-standard markets require supervisor approval before submission.

Ohio law requires disclosure of agent compensation to clients upon request. All agents must be prepared to provide this information accurately. Commission schedules are confidential and may not be shared with clients proactively unless required by law. Questions should be directed to Compliance.

All system passwords must be at least 12 characters and changed every 90 days. Multi-factor authentication is required for all agency management systems and carrier portals. Sharing login credentials is strictly prohibited. Lost or compromised credentials must be reported to IT within 1 hour.

Remote access to agency systems requires the LMIG VPN. All remote devices must have current antivirus software and OS updates. Client data may not be stored on personal devices. Remote work arrangements must be approved by your direct supervisor and documented with HR.