Harbour Insurance Group - Overview
Insurance Brokerage
Source:Command Center·SAMPLE
COO impact: baseline vs. now
| Metric | Baseline | Now | Delta |
|---|---|---|---|
| Client retention rate | 81% | 91% | +10 pts |
| Avg days to quote turnaround | 6.5 | 2.1 | -4.4 |
| Renewals reviewed >30 days out | 22% | 78% | +56 pts |
| Monthly recurring commission | $61,400 | $84,200 | +$22,800 |
| Open issues list avg age | 41 days | 9 days | -32 days |
| Staff turnover trailing 12mo | 3 depart. | 0 depart. | -3 |
Narrative
When we started, renewals were being caught 10-15 days before expiration, client retention was leaking to competitors on price shops, and there was no scorecard — leadership was flying on gut feel. Today renewals are worked 60-90 days out, the agency has a documented sales process, and commission revenue is up 37%.
Needs attention today
- urgent3 renewals inside the 30-day window with no carrier quote started
- urgentClient email from Meridian Auto Group unanswered 5 days
- urgentL10 agenda for Thursday has 2 unresolved issues carried over 3 weeks
Coming due
- Q3 Rocks reviewin 6 days
- Commercial lines license renewal (state)in 14 days
- Carrier appointment review with Travelersin 19 days