Company Name
Marble Box

Do you operate during U.S. business hours?
Yes

What is your ideal agency size to work with (i.e. number of employees)?
6-10, 11-25, 26-50, 51+

Do you have an E&O Policy?
Yes

Additional information:
We have been in business for over 22 years, so we are the original insurance outsourcing provider. We offer the best value for the quality of service and come with a fully trained team approach. This team includes a dedicated processor and a backup processor who works in the second shift so the agency is insulated from any down time due to attrition. Additionally, there is a QA who reviews work performed against SOPs. These three people report to a manager and the agency will communicate with the manager. Additionally, there is an Account Manager in the US that will conduct quarterly reviews to ensure client happiness. We also carry a generous E&O/Cyber professional liability policy where most competitors are hold harmless from their mistakes.

Is there an up-front setup fee?
No

Is your contract based on a minimum number of:
Hours Per Week

Is there a minimum term of engagement required?
No

What is the minimum term of engagement?
–

How long does it take for an agency to get started?
2-4 weeks

Do you have a process for terminating a contract?
Yes

If yes, please elaborate:
60 day notice

Where is your operations center/team based?
India

Is your staff located only on-site in your facility?
Yes

Is the agency able to interview and select its support staff?
Yes

Do you provide quality control, reviews, and/or accountability for your staff?
Yes

How do you handle quality control, reviews, and accountability?
We have QAs that check SOPs vs work completed to ensure 99.996% accuracy.

Which workflows do you support?
We flex to using agency procedures, or our own, or a customized workflow.

Do you use monitoring tools to evaluate staff effectiveness?
Yes

How do you source your staff?
College graduates

Do you have specific hiring criteria?
Yes

If yes, please elaborate on your hiring criteria:
We try to hire candidates with insurance background and we perform psychometic testing and systems testing.

Do you run a background check as part of your hiring process?
Yes

Do you provide benefits for your staff, such as health insurance or retirement?
Yes

What type of industry training is provided to your staff?
Insurance training, Technology training, Agency operations training, Agency processes, Product training

How do you prepare and train your staff to work with the agency’s team?
Our onboarding team defines objectives and builds procedures while training internal processors who will be assigned to the client.

What Agency Management System(s) is your team familiar with?
We have best practices for all major systems, but mostly Vertafore AMS 360/QQCatalyst, Applied Epic/TAM/EZLynx, HawkSoft

Services provided:
Policy Processing & Servicing, Accounting, New Business, Renewals, Marketing, Operations, Book Roll, AMS Conversions, Broker Consolidations, or any custom project

What outsourcing services do you not provide?
We can do phone help to customers but we strongly advise against this.

Do you have policies and measures around cybersecurity?
Yes

Do you store any agency data on your network?
No

Regarding the devices used by your staff, please select all that apply:
Devices used are company-owned, Company has control of the computer, Staff are blocked from downloading and saving files, Company uses a third-party for security protection, Company provides VPN and/or encryption between devices, Company provides real-time monitoring of staff devices, Devices are only connected via ethernet cable