Agency Process Audit Template: Document, Score, and Prioritize

By Laksh Pujary, Founder of Autoikigai AI Employees for Insurance Agencies

---

Why You Need a Process Audit Before Automating Anything

Automating a broken process just gives you a faster broken process. Before you invest in any technology, you need to know exactly what your team does, how long it takes, and where the waste is.

Most agency owners think they know their workflows. They do not. When you actually document every step, you find 30-40% of CSR time is spent on tasks that should not exist.

---

The Audit Framework

DOCUMENT  -->  MEASURE  -->  CATEGORIZE  -->  SCORE  -->  PRIORITIZE
  What        How long      Automate/       Impact/      What to
  happens?    per week?     Augment/        Effort       fix first
                            Keep?           rating

---

Section 1: Process Inventory

How to Document Processes

Spend one week observing. Have each team member track every task they do using this format:

Task Tracking Sheet (Per Person Per Day)

Time	Task	Category	Duration	System Used	Notes
8:00	Check email	Admin	15 min	Outlook	Sorting, filing
8:15	Pull renewal list	Renewals	20 min	Applied Epic	Manual report
8:35	Enter new client	Data Entry	25 min	AMS360	From phone intake
9:00	Quote personal auto	Quoting	45 min	EZLynx + portals	4 carriers
9:45	Call client with quote	Sales	10 min	Phone	Left voicemail
…	…	…	…	…	…

Process Categories

Category	Code	Examples
New Business Intake	NB	Data collection, app creation, AMS entry
Quoting	QT	Rater, portal entry, proposal generation
Binding / Issuance	BI	Carrier submission, payment processing, ID cards
Endorsements	EN	Policy changes, certificate requests
Renewals	RN	Review, remarketing, confirmation
Claims	CL	FNOL, status updates, follow-ups
Billing / Payments	BP	Payment processing, collection, carrier reconciliation
Client Service	CS	Calls, emails, questions
Administration	AD	Filing, scanning, mail, reports
Marketing / Sales	MK	Leads, follow-ups, prospecting

---

Section 2: The Master Process Map

After one week of tracking, consolidate into the master map.

New Business Workflow

Step	Description	Who	Time (min)	System	Frequency/Week
NB-01	Receive lead/referral	CSR/Producer	5	Email/Phone	25
NB-02	Collect client information	CSR	15	Phone/Form	25
NB-03	Create AMS record	CSR	10	Applied Epic	25
NB-04	Enter into rater	CSR	15	EZLynx	25
NB-05	Submit to carrier portals	CSR	30	Various	25
NB-06	Compare quotes	CSR	15	Spreadsheet	25
NB-07	Create proposal	CSR	20	Word/PDF	25
NB-08	Present to client	CSR/Producer	15	Phone/Email	25
NB-09	Process binding	CSR	20	Carrier portal	12
NB-10	Issue certificates/ID cards	CSR	10	AMS	12
	New Business Total		155 min/client

Renewal Workflow

Step	Description	Who	Time (min)	System	Frequency/Week
RN-01	Pull renewal list	CSR	20	AMS	1
RN-02	Review each account	CSR	15	AMS	50
RN-03	Check for rate changes	CSR	10	Carrier portal	50
RN-04	Remarket if needed	CSR	30	EZLynx	15
RN-05	Contact client	CSR	10	Phone/Email	50
RN-06	Process renewal	CSR	10	AMS	45
RN-07	Update records	CSR	5	AMS	45
	Renewal Total		80 min/renewal

Endorsement Workflow

Step	Description	Who	Time (min)	System	Frequency/Week
EN-01	Receive change request	CSR	5	Phone/Email	30
EN-02	Review current policy	CSR	5	AMS	30
EN-03	Process in carrier portal	CSR	15	Carrier portal	30
EN-04	Update AMS record	CSR	5	AMS	30
EN-05	Confirm with client	CSR	5	Email	30
	Endorsement Total		35 min/endorsement

Claims Workflow

Step	Description	Who	Time (min)	System	Frequency/Week
CL-01	Receive FNOL	CSR	10	Phone	8
CL-02	File with carrier	CSR	15	Carrier portal	8
CL-03	Confirm with client	CSR	10	Phone/Email	8
CL-04	Follow up on status	CSR	10	Carrier portal	20
CL-05	Update client	CSR	10	Phone/Email	20
	Claims Total		55 min/claim

Administrative Tasks

Step	Description	Who	Time (min)	System	Frequency/Week
AD-01	Process incoming mail	Admin	30	Scanner	5
AD-02	File documents in AMS	Admin/CSR	45	AMS	5
AD-03	Download IVANS/eDocs	CSR	20	IVANS/AMS	5
AD-04	Generate reports	Manager	30	AMS/Excel	2
AD-05	Carrier reconciliation	Bookkeeper	60	Carrier + AMS	1
	Admin Total (weekly)		~10 hrs/week

---

Section 3: Time Analysis Summary

Weekly Hours by Category

Category	Hours/Week	% of Total	Staff Involved
New Business	18-25	22-30%	CSRs, Producers
Quoting (subset of NB)	10-15	12-18%	CSRs
Renewals	15-22	18-26%	CSRs
Endorsements	8-12	10-14%	CSRs
Claims	5-8	6-10%	CSRs
Billing/Payments	4-6	5-7%	CSRs, Admin
Administration	8-12	10-14%	Admin, CSRs
Client Service (misc)	6-10	7-12%	CSRs
Marketing/Sales	3-5	4-6%	Producers
Total	80-110	100%

Time Waste Identification

Look for these red flags in your data:

RED FLAG CHECKLIST:
[ ] Same data entered into 2+ systems
[ ] Manual reports generated that nobody reads
[ ] CSRs doing admin tasks (filing, scanning)
[ ] Producers doing CSR tasks (data entry, endorsements)
[ ] Tasks done "because we always have" with no clear purpose
[ ] Waiting time (on hold with carrier, waiting for portal)
[ ] Rework (requoting due to errors, reprocessing)

---

Section 4: Categorization — Automate, Augment, or Keep Human

Scoring Each Task

For every task in your process map, apply this classification:

AUTOMATE (AI does it, human monitors)

• Task is repetitive and rule-based
• Input data is structured
• Outcome is predictable
• Error impact is low-to-medium
• Volume is high

AUGMENT (AI assists, human decides)

• Task requires some judgment
• Data needs interpretation
• Client interaction involved
• Medium complexity
• Error impact is medium-to-high

KEEP HUMAN (No AI involvement)

• Task requires empathy or relationship
• High complexity, unique situations
• E&O liability concerns
• Strategic decision-making
• Low volume, high stakes

Classification Matrix

Task	Volume	Complexity	Judgment	E&O Risk	Classification
AMS data entry	High	Low	None	Low	AUTOMATE
Payment reminders	High	Low	None	Low	AUTOMATE
Renewal list generation	High	Low	None	Low	AUTOMATE
Document filing	High	Low	None	Low	AUTOMATE
ID card generation	High	Low	None	Low	AUTOMATE
Quote comparison	Medium	Medium	Some	Medium	AUGMENT
Coverage recommendations	Medium	High	Yes	High	AUGMENT
Carrier selection	Medium	Medium	Some	Medium	AUGMENT
Endorsement processing	Medium	Medium	Some	Medium	AUGMENT
Claims triage	Low	High	Yes	High	AUGMENT
Claims empathy calls	Low	High	Yes	Medium	KEEP HUMAN
Complex commercial review	Low	High	Yes	High	KEEP HUMAN
Relationship building	Ongoing	High	Yes	Low	KEEP HUMAN
E&O sensitive consults	Low	High	Yes	Very High	KEEP HUMAN
Strategic account planning	Low	High	Yes	Medium	KEEP HUMAN

---

Section 5: Impact/Effort Scoring Rubric

Score each automation opportunity on two dimensions:

Impact Score (1-10)

Score	Criteria
9-10	Saves 10+ hours/week AND directly increases revenue/retention
7-8	Saves 5-10 hours/week OR directly increases revenue/retention
5-6	Saves 2-5 hours/week, moderate quality improvement
3-4	Saves 1-2 hours/week, minor improvement
1-2	Saves under 1 hour/week, marginal improvement

Effort Score (1-10, lower is easier)

Score	Criteria
1-2	Off-the-shelf tool, configure in 1-2 days
3-4	Some customization needed, 1-2 weeks
5-6	Significant customization, 2-4 weeks
7-8	Custom build required, 1-2 months
9-10	Major integration project, 2+ months, multiple systems

Priority Matrix

         HIGH IMPACT
              |
    QUICK     |    STRATEGIC
    WINS      |    PROJECTS
  (Do first)  |  (Plan carefully)
              |
  Impact: 7+  |  Impact: 7+
  Effort: 1-4 |  Effort: 5-10
              |
--------------+--------------
              |
    FILL-INS  |    SKIP
  (Do when    |  (Not worth it)
   capacity   |
   allows)    |
              |
  Impact: 1-6 |  Impact: 1-6
  Effort: 1-4 |  Effort: 5-10
              |
         LOW IMPACT

---

Section 6: Implementation Priority Framework

Scored Opportunity List Template

Rank	Process	Classification	Hours Saved/Week	Impact	Effort	Priority Score
1	Renewal notifications	Automate	8	9	3	27
2	AMS data entry	Automate	10	8	4	24
3	Payment reminders	Automate	4	9	2	22
4	Document filing	Automate	6	7	3	21
5	Quote comparison	Augment	5	8	5	18
6	Endorsement processing	Augment	4	7	5	16
7	Client onboarding	Automate	3	7	4	15
8	Carrier reconciliation	Automate	2	6	6	12
9	Claims status updates	Automate	2	6	5	12
10	Report generation	Automate	2	5	3	10

Priority Score = Impact x (10 - Effort) / 3

Anything scoring 15+ is a quick win. Start there.

---

Section 7: The Audit Report Template

Executive Summary (Fill In)

AGENCY PROCESS AUDIT REPORT
Date: __________
Conducted by: __________
Agency: __________

TOTAL WEEKLY HOURS TRACKED:        _____ hrs
HOURS IDENTIFIED AS AUTOMATABLE:   _____ hrs (____%)
HOURS IDENTIFIED AS AUGMENTABLE:   _____ hrs (____%)
HOURS THAT MUST STAY HUMAN:        _____ hrs (____%)

TOP 3 QUICK WINS:
1. _______________ (saves _____ hrs/week, est. ROI: $_____)
2. _______________ (saves _____ hrs/week, est. ROI: $_____)
3. _______________ (saves _____ hrs/week, est. ROI: $_____)

ESTIMATED TOTAL ANNUAL SAVINGS:    $_____
ESTIMATED IMPLEMENTATION COST:     $_____
PROJECTED ROI:                     _____% 

RECOMMENDED PHASE 1 TIMELINE:     _____ weeks

Recommended Cadence

• Full audit: Once per year
• Process spot-check: Quarterly (pick one category to re-audit)
• Metrics review: Monthly (are automated processes hitting targets?)
• Team feedback: Weekly (what is working, what is breaking?)

---

Common Audit Findings

Patterns we see in almost every agency:

1. CSRs spend 25-35% of their time on data entry. This is the single largest time waste.
2. Renewal management is reactive, not proactive. Nobody looks at renewals until 15-30 days out.
3. The same information is entered 3-5 times across AMS, rater, carrier portal, and proposal.
4. Producers do CSR work. Your highest-cost employees are doing your lowest-value tasks.
5. Nobody tracks time. Without data, you cannot improve.

---

Next Step

Download this template. Spend one week tracking. Score your processes. You will find 30-40% of your team’s time is spent on tasks that a system should handle.

I build AI employees based on exactly this kind of audit. Document your processes, and I will show you which ones to automate first.

Laksh Pujary | Autoikigai | laksh@autoikigai.space