Virtual assistants for insurance agencies

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. For orientation, published US virtual assistant pay averages $19.45 an hour (PayScale via Wishup, 2026), and managed offshore assistants are typically quoted at $640 to $2,400 a month full time. A dedicated insurance assistant is priced per person for a block of hours, so a heavy renewal month or a storm week does not change the bill, and there is no per-certificate meter.

Not for the work we do. Certificates, endorsement processing, application data collection, loss run orders, renewal preparation, claims first notice, billing follow-up and policy checking are service and administrative tasks. What an unlicensed assistant cannot do is recommend coverage, compare limits for a client, quote a final premium or bind a risk. Your state insurance department publishes where the line sits for unlicensed customer service staff, and your team lead keeps your state's rule in the assistant's playbook.

Applied Epic, AMS360, HawkSoft, EZLynx, NowCerts, QQCatalyst and Agency Matrix most often, plus comparative raters such as EZLynx Rating, PL Rating and Applied Rater, and the carrier portals your agency is appointed with. The assistant works under a named user account with the permissions you set, so every activity is attributed. If you run something else, your team lead records the workflow during onboarding and the assistant learns it in the first week.

Yes, once you set the rules. During onboarding we record the approved certificate wording for each account: additional insured status, waiver of subrogation, primary and noncontributory language, and which holders are pre-approved. Requests that match go out the same day. Anything outside the template, such as a new endorsement request or wording your policy does not support, is sent to the account manager with the policy open and a note on what the holder asked for.

With a script your agency approves. The assistant takes the loss details, confirms the policy is in force, files first notice of loss with the carrier the same day, and sends the client the claim number and adjuster contact in writing. The assistant never estimates whether a loss is covered, what the deductible will cost or how long the claim will take. Coverage questions go to the producer with the claim file attached and a flag for urgency.

Yes, to your own policyholders and to X-date prospects who gave consent, with lawful consent and do-not-call scrubbing. Numbers are checked against the National Do Not Call Registry and your internal list, calls stay inside 8am to 9pm local time, and texts carry opt-out wording. The assistant sets the review appointment and gathers information; the licensed producer makes the recommendation on the call. Medicare lines follow CMS rules, including a recorded scope of appointment before any sales meeting.

Your hours. Most agencies take a service desk covering their local 8 to 5, which puts endorsements, certificates and carrier calls in the same window the carriers answer. Agencies with heavy personal lines add an evening and Saturday answering desk so a policyholder with a fender bender reaches a person. Catastrophe weeks after a hail or wind event are covered by the trained backup at short notice, and your team lead adjusts the shift in the weekly review.

No. Every assistant is an employee of the group, background-checked, under NDA, on a managed device with MFA. You are not co-employing anyone and there is no contractor to chase for invoices or availability. Access to your agency management system and carrier portals runs through your own named user accounts, so you can see exactly what was done and revoke access in a minute. If your assistant is on leave, the trained backup steps in and the team lead stays your single point of contact.