SERVICE LEVEL STANDARDS
This page will outline Indium’s Service Level Standards in more detail and clarify what you can expect from us. Service is of paramount importance to Indium and we never lose sight of the fact you are our customer. Service can be delivered in a number of ways, and many market providers will claim to offer excellent service. While this may be true, we take this one step further and document exactly what you can expect as our member partner. This way, you understand our approach to writing and servicing business and have clear expectations of us as your network.
Indium business hours are Monday – Friday 8:00 – 5:00 EST. Requests are handled in the order they are received, and anything submitted after 3:00 PM may be processed the following day. We strive to reply to you the same day, but if your request comes in late in the day, you may not receive a response until the following morning.
Whitelist instructions to ensure receipt of Indium communications:
Indium sends emails from the following domains:
- goindium.com- assets.agencyzoom.com
If you use custom spam filters or rules, please update them to allow emails from these domains to bypass filtering.
1) In Outlook, select Settings > Mail > Junk Email.
2) Under Junk email, scroll down to Senders, and select the Safe senders and domains tab.
3) Select + Add safe sender, then enter
a. goindium.com
b. assets.agencyzoom.com
4) Click OK, then Save.
1.) In Gmail, the gear icon in the top-right, and select See All Settings
2.) Click the Filters and Blocked Addresses tab
3.) Click Create a New Filter
4.) In the From field, enter @goindium.com and assets.agencyzoom.com
5.) Click Create filter
6.) Check Never send it to Spam
7.) Click Create filter
MEMBER EXPECATIONS
In order to help us deliver the best experience to member-agencies and their insureds, we ask for partnership on the following items:
- We expect member-agencies to use their Indium Membership Portal to access policy documentation and Admin Centers to access commission statements. Commission statements are available in your Admin Center and are uploaded by the end of the second week of the month after the statement period. Access must be granted by your agency principal. Please email the Membership Team; Membership General Inbox (membership@goindium.com). Once an approved admin, you can retrieve your Admin Center credentials and Admin Center Password by navigating to goindium.com and clicking on “Member Portal” in the upper right-hand corner. You can find resources to help you access commission statements as well on this page by scrolling down.
- We expect member-agencies to provide accurate and complete information for all Service Requests, Market Questions and New Submissions.
- We expect agencies to turnaround answers to questions needed to complete Service Requests, Market Questions and New Submissions in a reasonable amount of time; lack of response will result in us closing tickets. See below for more information on this.
- We expect member-agencies to provide accurate and complete information on all certificates delivered to insureds from the member-agency’s team.
- We expect member-agencies who are writing business through the brokerage to work through the Indium team to submit or service business; agencies are not allowed to work directly with carriers in such situations unless explicitly permitted in writing.
- We expect member-agencies to use respectful, courteous language when working with the Indium team, carriers, and strategic partners.
NEW BUSINESS
Submissions must be sent in via the appropriate submission form on your Indium Membership Portal. When you submit an application for a quote, our team will review it to ensure all required information has been included. As the intermediary for the customer, you will provide Indium with detailed underwriting information regarding the Insured, the property to be insured, and the risk to be insured against. If information is missing or inaccurate, we will request updated information and applications. Please note that insufficient information could result in unnecessary delays and may result in the risk falling outside of our required timelines detailed below, which could result in a decline.
Once our insurance team has all the relevant information needed and we understand your requirements, our attention turns to approaching markets. At this stage, we will be looking to obtain quotes with the applicable eligible carriers, or based on the carrier strategy we’ve built with your agency.
Turnaround Response Expectations
Please note that these standards have significant variability based on the risk type, industry, the carrier, the account size, and a number of other factors. While we strive to return quotes based on the outline below, various factors can contribute to variability in the timelines below.
Commercial: New Business
Submit via your Membership Portal
Once a full submission is provided, all Small Commercial quotes will be returned within 3-5 business days.
Once a full submission is provided, all standard Middle, Large market, and Specialty Program Commercial quotes will be submitted to the carriers within 48 business hours. Quotes will be returned within 30 business days. It could take up to 60 days, if inspections are warranted.
A Full Submission includes:
Complete and accurate Acord applications
Relevant coverages, limits, deductibles, and needed endorsements
A detailed Description of Operations and Narrative
Correct NAIC classification
5-year Loss Runs (if there are losses, a detailed review of the insured's risk management and mitigation practices)
Target Premium
Middle and Large Market, and Specialty Programs includes:
Exposure Workbook
Statement of Values
Schedule of Insurance
Supplemental Applications (when applicable)
Insured Financials (when applicable)
Standard Personal: New Business
Submit via your integrated rater (EZLynx Rater, PLRater, Quotamation, RefocusAI)
Once a full submission is provided, quotes will be processed within 48 business hours or by the discussed need-by date.A Full Submission includes:
Relevant coverages, limits, deductibles, and needed endorsements
All household occupants
All relevant discounts
Accurate underwriting data (Protection Class, vehicle locations, etc)
5-year incident, violation and loss history
Target Premium
High Networth Personal: New Business
Submit via your Membership Portal
Once a full submission is provided, quotes will be processed within 48 business hours, as they typically require underwriting review to be bindable.A Full Submission includes:
Relevant coverages, limits, deductibles, and needed endorsements
All household occupants and employment history
All relevant discounts
Accurate underwriting data (Protection Class, vehicle locations, etc)
7-year incident, violation and loss history
Target Premium
Market Question
Agencies should be using this to help dial in on carriers' initial appetites. The Appetite Lookup within your Membership Portal should be your first resource.
Market questions will be acknowledged and submitted to the carriers the same day, provided that we have all relevant information. While some market questions can be returned within 24 business hours, based on the complexity of the risk, it may take longer as we reach out to different practice units within our carrier partners to assess the insurability of various unique risks.Stages:
Inquiry Received: Our team is tidying up any formatting issues and reviewing the question to see if additional information may be needed, and determining if we are able to confirm a market without connecting to a carrier representative.
Requested from Carriers: Our team is connecting with carrier representative(s) to determine their interest in the account and to clarify any known nuances.
Market Confirmed: We have confirmed that at least one carrier is willing to consider the account, and we may still be awaiting responses from additional carriers.
Awaiting Submission: We have received responses from all relevant carriers or at least determined there is strong interest from one carrier. It is time to complete a Full Submission for New Business so we can begin to work with you and the carrier on the account.
New Business
Once an agency has contact with the insured to gather all necessary information for a Full Submission, the sooner an opportunity is submitted, the more time we have to work with underwriters to address any concerns.
Timeline vary significantly by insured type. Our best estimations are shared above.Stages:
Received: Our team is tidying up any formatting issues and reviewing the insured to see if additional information may be needed, and determining if we are able to confirm a market without connecting to a carrier representative.
Gathering Info: Our team has found that additonal information or documentation will be needed from you and the insured to detemine a potential market to approach.
Carrier Inquiry: Your Indium Solutions Advocate has all the relevant information needed to quote your insured and is either discussing with a carrier, preparing to quote, in the process of quoting, or adhering to your discussed need-by date.
Carrier Submission: We have submitted this risk to the carrier to quote or review for UW eligibility and are awaiting the returned quote.
Underwriting Details: We or the carrier were quoting the risk, but it was determined that additional information or details are needed from the agency and/or insured in order to continue with the quote.
Quoted: We have received a quote back and sent it to you for one of the requested carriers or for one of the requested lines of business. We are still awaiting additional quotes from additional carriers or on the other lines of business.
Presented: We have quoted and presented all relevant carriers and lines of business to your agency for this insured and are anxiously awaiting your request to bind!
Referred/Declined
Keep in mind, Indium is NOT an E&S Wholesaler. We partner with organizations like Pathpoint and RT Specialty to meet those needs for our agency members. Our Brokerage team is meant to help you build towards a direct appointment or access carriers you may not be able to work with currently .
Scenarios where we are not able to directly support a risk within the Brokerage team are handled in under 12 business hours.You are also able to see common E&S class codes within your Membership Portal's Appetite Lookup.Reason:
Refer to Partner: This is most common when an account with be E&S, and referred to Pathpoint or RT Specialty. Or if there is an emerging standard market carrier who is willing to support Just-In-Time appointments for specific class codes. Our Digital Brokerage has numerous carriers with JIT, and some of those account may have this displayed.
Premium & Timing: We will be unable to proceed to work on your submissions that are provided to us with insufficient timing in the following scenarios:
- If the target premium is under $1,000 and Digital Brokerage was not selected, we ask for more than a week to keep the Brokerage team focused on larger opportunities with fellow member agencies.
- If the target premium is over $25,000, we ask for more than two weeks to allow additional carriers to get involved and support any inspections, etc.
- If a Personal Lines submission is in less than four days from the effective date.
Membership: We will return submissions that are outside of your membership tier requirements. Please refer to the details outlined in your membership terms and conditions for these restrictions.
AOR/BOR Delay: BOR requests must be received a minimum of ten business days prior to renewal. Most carriers only accept BOR requests at this time. We will notify you once the transfer is complete.
Archive
For key accounts (over $25K in target premium or slightly smaller and in a high interest class code for carriers) we try to keep prior submission data and loss runs to help build a narrative of the accounts' progress. This also cuts down on double entry, or even duplicate submissions for your agency.
As these accounts are reopened, we should be able to refamiliarize ourselves quickly and check back with carriers we'd engaged with in the past, or new carriers we've brought to Indium since. Turnaround times for review by our team and carriers are generally much faster. Reason:
Agent: Direct Carrier/Insured Placed Elsewhere: Indium doesn't have production requirements, so it's not uncommon that agencies place business with Direct (completely unaffiliated) carriers.
- Agent: Insured No Longer Needed Quote: Is a sub-category we're retiring as it hasn't provided the information we need to best support the agencies. Better details about where the agency placed it or if the agency lost the insured entirely help us prioritize which carriers to bring on.
Agent: Assurex Global Referral: One of the opportunities we have in being aligned with Assurex Global is that many of their agencies have custom programs or exceptional niche market focus. This adds 325 more carriers to Indium's Brokerage access on accounts over $500K, where the Assurex Global teams will partner with Indium members.
Indium: Carrier Declined/No Market: Appetites evolve! We'll do our best to keep a pin in any large accounts so it's easy for us to come back to them if the markets change.
Indium: Carrier no Response: While rare, there are times that carriers' individual underwriters are unresponsive or struggle to navigate their own organizations, leaving us between teams and with no response.
Indium: Referred to Partner Org: We'll try to point you back to markets you have closer carrier access on, there are a few more specific categories you might see as well;
- Agent: Subcode: Having agencies place business in subcodes allows them to work directly with the carrier and receive 100% commission.
- Indium: Referred to E&S: Indium is not a surplus lines brokerage; on those initiatives, we partner with RT Specialty & Pathpoint, and we're happy to make an introduction.
- Indium: Referred to Carrier Inside Sales Team: This likely represents business that was sent via the Digital Brokerage. Please notify Indium if an account is bound but showing in the Archive with this Reason.
Agent: No Response: When we review opportunities, agency owners are always surprised that team members sometimes lose track of risks sent to Indium and don't respond to basic questions. On larger accounts, we're happy to help train and engage with all members of an agency's team, so this is frequently a learning opportunity.
- Agency: Incomplete Info: We expanded to this subcategory to help agency owners and leadership teams pinpoint where their producers might need help. Frequently
Agent: Direct Carrier/Insured Placed Elsewhere: Indium doesn't have production requirements, so it's not uncommon that agencies place business with Direct (completely unaffliated) carriers.
Agent: Assurex Global Referral: One of the opportunities we have in being aligned with Assurex Global is that many of their agencies have custom programs or exceptional niche market focus. This adds 325 more carriers to Indium's Brokerage access on accounts over $500K, where the Assurex Global teams will partner with Indium members.
Indium: Carrier Declined/No Market: Appetites evolve! We'll do our best to keep a pin in any large accounts so it's easy for us to come back to them if the markets change.
Indium: Carrier no Response: While rare, there are times that carriers' individual underwriters are unresponsive or struggle to navigate their own organizations, leaving us between teams and with no response.
SERVICE CATEGORIES
All Service Requests must be submitted on your Membership Portal. All requests are handled in the order in which they are received. This ensures the most efficient processing and turnaround times. Any Service Requests received via email will not be accepted and will be directed to submit on the portal.
Member Initiated Categories
Accounting: Commissions
Commission statements are available in your Admin Center and are uploaded by the end of the second week of the month after the statement period. Access must be granted by your agency principal. Please email the Membership Team; Membership General Inbox (membership@goindium.com). Once an approved admin, you can retrieve your Admin Center credentials and Admin Center Password by navigating to goindium.com and clicking on “Member Portal” in the upper right-hand corner. You can find resources to help you access commission statements as well on this page by scrolling down.
Accounting: Insured Billing
Carriers bill the insured directly. Use this for questions about payments, billing schedules, or to request an EFT change.
Renewals: Commercial & Personal
Use this to check the status of a renewal, request a change or provide additional information. Please review our renewal service standards for process details.
Service: Agency Requesting Docs
Insured Documents are available in your Membership Portal. Use this if specific documents are missing.
Service: Cancellation Request
A signed LPR listing Indium as the Agency of Record is required.
Service: Endorsement
Use this to submit an endorsement request. Please ensure all relevant information is included.
Service: Loss Runs
To request loss runs or claims history, please specify the policy and term needed.
Service: Quote Request
To request a quote for a cover change or additional line for an existing insured.
Service: Other
Use this only if your request doesn't fit any other category. Frequent use of this category may delay processing.
Claims: Agency filed with Carrier
All claims must be filed directly by the insured with the carrier. Use this to notify us of a claim for our files.
Internal Categories
Insured/Third Party Request
Referring to Agency
Insureds and third parties (e.g., mortgagors) may contact Indium directly as the listed Member. We will refer these inquiries to the agency for follow-up. Any changes or requests must be submitted by the Member through the service portal. Indium does not contact insureds directly.
Service: Carrier Notices, Audits, Requests
Carrier documents (e.g., audits, notices) will be uploaded to your Membership portal. Any required action will be tracked through an open ticket until resolved.
Service: Conditional Renewal Notice
Conditional renewal notices will be uploaded to your Membership portal. The Member will be notified to review for coverage changes or reductions. If you need to provide information, make a specific request, or initiate remarketing, please submit a service request on your portal.
Service: Coverage Inquiry
Members are expected to consult the applicable insurance policy documents to independently answer any coverage-related questions—either for themselves or on behalf of the insured.
If, after a thorough review of the policy, a member is still unable to determine an answer, they may escalate the matter by submitting a Service Request via their Membership Portal. The request must include:
- A clear, specific coverage question
- The relevant policyholder or insured information
- Any relevant excerpts or references from the policy reviewed
If deemed appropriate, Indium will forward the question to the corresponding underwriter at the carrier for resolution.
Service: Non-renewal
Non-renewal notices will be uploaded to your Membership Portal's Insured Documents. If coverage is placed elsewhere, notify us for recordkeeping. To request remarketing, please submit a Service Request; Quote Request.
Service: Non-Pay/Pending Cancellation
We will verify pending cancellations (e.g., payment status) and upload relevant documents to your Membership Portal. We will notify the member to advise the insured. On or after the cancellation date, we’ll confirm whether the policy was canceled or reinstated and update the member accordingly.
Service: Reinstatement
If a reinstatement document is issued by the carrier, it will be uploaded to your Membership Portal, and the member will be notified by email. Please note that not all carriers issue reinstatement documentation.
RENEWALS
Please note that renewal processing timelines vary widely based on the carrier, line of business, industry, account size, and whether the renewal is automatic. Indium’s process is designed to manage this complexity and ensure timely submission and delivery. While we cannot guarantee every timeline will be met, our team is committed to doing everything possible to deliver on time.
Commercial
- Small business renewals are generally available **30-60 days** prior to the renewal date.
- Middle market renewals require underwriting review and will follow our Active Renewal workflow outlined below.
Personal
- Personal renewals are generally automatic and will be issued **30-45 days** prior to the renewal date.
Active Renewals
Any accounts over $100,000
Commercial account premium over $25,000
Professional lines or other complex/specialty lines of business
Specific carriers requiring manual processing
Any account that does not renew automatically and needs hands-on renewal processing
Monitored Renewals
Any renewals between $10,000-$25,000 outside of the Active criteria
We check the carrier portal for the renewal policy 60 days in advance and again at 45 days before the renewal if it has not been received. The member will be notified that the renewal is upcoming.
At 30 days prior to the renewal, if the policy has not been issued, our team will follow up with the carrier.
After 5 business days, if the policy has not been issued, we will escalate to our Team Lead to follow up with the carrier.
Passive Renewals
Any renewals that are less than $10,000 or automatic
90 days prior to the renewal, Indium will begin checking the carrier portal for the issued policy.
At 30 days prior to the renewal, if the policy has not been issued, our team will follow up with the carrier.
After 5 business days, if the policy has not been issued, we will escalate to our Team Lead to follow up with the carrier.
Market Question
Agencies should be using this to help dial in on carriers' initial appetites. The Appetite Lookup within your Membership Portal should be your first resource.
Market questions will be acknowledged and submitted to the carriers the same day, provided that we have all relevant information. While some market questions can be returned within 24 business hours, based on the complexity of the risk, it may take longer as we reach out to different practice units within our carrier partners to assess the insurability of various unique risks.Stages:
Inquiry Received: Our team is tidying up any formatting issues and reviewing the question to see if additional information may be needed, and determining if we are able to confirm a market without connecting to a carrier representative.
Requested from Carriers: Our team is connecting with carrier representative(s) to determine their interest in the account and to clarify any known nuances.
Market Confirmed: We have confirmed that at least one carrier is willing to consider the account, and we may still be awaiting responses from additional carriers.
Awaiting Submission: We have received responses from all relevant carriers or at least determined there is strong interest from one carrier. It is time to complete a Full Submission for New Business so we can begin to work with you and the carrier on the account.
Active Renewal
The Active Renewal process is most similar to New Business. This ensures your highest valued accounts are
Timeline vary significantly by insured type. Our best estimations are shared above.Stages:
Annual Review: 90-100 days prior to renewal, we gather all renewal requirements from the carrier. Follow-ups to the carrier will occur as follows:1st after 5 business days, 2nd after 10 business days, 3rd by Team Lead after 13 business days, with a management escalation at 15 business days.
Gathering Info: about 60 days prior to renewal, applications/requirements are sent to the member to obtain from the insured. We will advise if the carrier shares any rate increases/coverage changes, significant claims, etc. We will include a need-by date of 45 days prior to the renewal.
Carrier Submission: 45 days prior to renewal, we submit the completed renewal submission to the carrier and notify the Member. We will request the carrier return the quote(s) by 30 days prior to the renewal.
Underwriting Details: about 40 days prior to renewal, if a carrier requests additional information after reviewing the submission, we will promptly request it from the member.
Remarketed: about 30 days prior to renewal. Once the renewal quote is received, we will review for accuracy before sending to the member.
- If remarketing is required, we gather and finalize all available quote options from the carriers.
Presented: about 20 days prior to renewal, all quotes are sent to the member for review and bind approval. Follow-ups to the Member will occur as follows: 5 business days after the quote(s) are sent,10 business days after, and/or 2 weeks prior to the renewal to verify binding intent.
General Service Requests
Categories are shared above and have a significant impact on the activities per stage.
Average completion time for ALL member initiated requests is under 48 hours. Members receive the fastest service by providing complete and accurate data in their requests.Stages:
Received: This is most com
Info Needed: This is most
Underwriting Review: We will be u
Underwriting Request: We will ret
Awaiting Docs: BOR reque
Doc Review: