Who are you training?
For the person answering the phone and servicing the book. This is service-skill training, not software training — the goal is a new hire who can answer a real coverage question correctly, in their own words, by the end of week one.
What they'll be able to do
- Explain a coverage to a client in plain English, without reading from a policy
- Handle the rate-increase call without losing the account
- Read a certificate request and know what's actually being asked for
- Document a declination the same day, in writing
- Recognize the gaps that turn into claims — and escalate them
Goal: Handles routine service calls unsupervised and knows exactly when to escalate.
Week 1 — Vocabulary and the tools
Free previewStop the panic. They should be able to follow a conversation before they have to lead one.
Do it: Write out definitions for 10 of these from memory. Anything they can't explain out loud, they don't know yet.
Do it: Set up the Personalize bar with their name, the agency name, phone, and email.
Do it: Walk through the checklist against one real recent new client file.
Do it: Send one real signature-request email using a template, personalized.
Week 2 — Personal lines coverage
Answer the five questions clients actually ask, without guessing.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
4 steps in this week are part of the subscription.
Subscribe to see this week →Week 3 — Commercial basics and documentation
Recognize the coverage gaps that create claims and E&O exposure.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
4 steps in this week are part of the subscription.
Subscribe to see this week →Week 4 and ongoing
Independent on routine work, with a clear escalation line.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
The practice step and the linked material unlock with a subscription.
3 steps in this week are part of the subscription.
Subscribe to see this week →Unlock all 31 steps across both tracks.
Training is included with every subscription — and so is the whole library the tracks are built from. One price for your entire agency, unlimited users, so onboarding a new hire costs you nothing extra.