What activities can a Customer Service Representative (CSR) engage in without becoming licensed as an insurance producer?

  • Dispensing insurance brochures and other general information (so long as there is not conversation relating to the terms of insurance or a contract).
  • Disseminating buyers’ guides, applications for coverage, coverage selection forms or other similar forms in response to a request from a current or prospective policyholder.
  • Providing information about the licensed insurance producer (agent) or the agency, and offering to send brochures about the producer’s services.
  • Giving a current or prospective policyholder the name and contact information of a licensed insurance producer.
  • Giving a licensed insurance producer the name, contact information and a message from a current or prospective policyholder.
  • At the request of a current or prospective policyholder, receiving and recording information from the policyholder to give to a licensed insurance producer for response. 
  • Scheduling appointments for a licensed insurance producer and a current or prospective policyholder.
  • Recording the responses of a current or prospective policyholders to questions on an application for insurance (so long as there is not conversation relating to the terms of insurance or a contract and the completed application is given to a licensed insurance producer to review and sign and for underwriting).
  • When initiated by a current or prospective policyholder, communicating to obtain factual information necessary for a licensed insurance producer to complete a review (so long as there is not conversation relating to the terms of insurance or a contract).
  • Receiving completed applications for insurance coverage for transmittal to a licensed insurance producer or for processing through an automated system developed and maintained under the supervision of an insurer or a licensed insurance producer (a CSR may not sign the license application).
  • Relaying a request for additional information from a licensed producer to an insured or prospective insured.
  • Receiving premiums at the recorded place of business where the payment is being made on a binder, endorsement, or existing policy for which the transaction was conducted by a licensed insurance producer. Receiving and recording an insured’s request concerning any additions or deletions to an existing policy for review by a licensed insurance producer, and preparing the appropriate endorsements or processing the appropriate changes after approval from the licensed insurance producer.
  • Informing the insured as to his or her coverages as indicated in the policy records.
  • Receiving telephone calls reporting additional or replacement items (vehicles, property, drivers) for policies currently in force.
  • Opening mail, office filing and mailing billings.