Everything you need to know to operate as a Safeshield agent. Start here, follow the workflows, ask Casey when in doubt.
Every day starts the same way. Log into these systems in this exact order before you do anything else.
NordVPN must be connected before you access any client data or systems. No exceptions.
These are the people you work with every day.
Every tool has a job. Know which tool to use when.
AI assistant. Emails, calendar, deals, quote pages, certs, renewals, dec page extraction, commission calc, carrier lookups.
casey.gosafeshield.comSystem of record. Client files, policy management, document storage, RabbitSign e-signatures.
AMSPersonal lines quoting. Bridge from NowCerts, run quotes across carriers, compare and bind.
QuotingClient shares policy info directly from their carrier. Required for all new leads.
IntakeCalls, texts, faxes. Integrated with NowCerts. Auto-syncs to client profiles.
PhoneOfficial email. Casey can draft and send through your Gmail. Signature auto-appends.
EmailScheduling. Casey creates invites with attendees, location, description.
CalendarPassword manager. Keep active all day. Save every password.
SecurityVPN. Pre-loaded on your computer. Connect first thing every morning before any work.
SecurityE-signatures within NowCerts. Send docs for client signature.
E-SignClient-facing portal for policies, documents, cert requests.
portal.gosafeshield.comCarrier data downloads. Automated daily at 5:00 AM ET by Casey. Not all carriers send downloads through IVANS — if something is missing, ask Alyssa.
AutomatedCasey is the core of how Safeshield operates. She's not just a tool — she's the engine that powers our entire workflow. Every email, every deal, every renewal, every quote page runs through Casey.
CASEY stands for Concierge Agent Serving and Educating You. She's an AI assistant built specifically for Safeshield — she knows our carriers, our processes, our clients, and our voice. Casey is what makes Safeshield different from every other agency. She's how we deliver same-day service, re-shop every renewal, and never drop the ball. You'll use Casey every single day — she's your first stop for almost everything.
Tell Casey who to email and why. She drafts it in your name (never as "Casey"), shows you a preview, and sends only after you confirm. Handles intake, follow-up, outreach, renewals, and more.
Say "Schedule a call with John on Friday at 2pm" and Casey creates a Google Calendar invite with all the details. Default 30 min, no Meet link unless you ask.
Say "Just bound [client name]" and Casey collects all the required fields, asks for anything missing, and logs it to the Deals spreadsheet after you confirm.
Upload a declaration page (PDF, DOCX, or image) and Casey reads it, extracts all the key data, and gives you a clean NowCerts-ready summary you can copy/paste.
Casey generates branded quote comparison pages and deploys them to quotes.gosafeshield.com. You're the creative director — tell her to be brief, go detailed, highlight savings, etc.
Casey fills ACORD 25 certificates automatically. Tell her the client, carrier, and policy number — she pulls the data and generates it. Same-day delivery, every time.
Give Casey the insured name, policy number, and dates. She generates a compliant request form and a ready-to-send carrier email template.
Say "Commission on $2,000 with Travelers" and Casey calculates the base commission, producer payout, and house payout instantly.
Ask Casey about any carrier — fax numbers, what they write, how to access them, appetite, and commission rates. She knows the full directory.
| What | When | Details |
|---|---|---|
| Renewal Scan | Daily at 6:00 AM ET | Checks for policies in the 58-62 day renewal window and flags them |
| Renewal Emails | When triggered | 60-day notice, completion confirmation, and cross-sell follow-up |
| Weekly Renewal Report | Monday at 7:00 AM ET | Summary of upcoming renewals sent to the team |
| Welcome Campaign | When new policy binds | 8-email drip over 90 days (welcome, review request, team intros, resources) |
| IVANS Downloads | Daily at 5:00 AM ET | Pulls carrier data and sends summary email |
| Data Backup | Daily at 1:30 AM ET | Backs up all data files to GitHub |
Go to casey.gosafeshield.com, sign in with your Google account, and start chatting. Try: "Hi Casey, I'm new here. What can you help me with?"
Leads come in two ways. Most start with a call or email. If the client already has insurance, Canopy Connect can pull their data automatically.
Best for: clients switching carriers who are comfortable sharing login info. Fastest path from lead to quote.
Referral source is mandatory on every lead — it's usually in the intake email or the client tells you (e.g., realtor, lender, attorney, client referral, online lead, social media, event). When a client already has insurance, try Canopy Connect — fastest path from lead to quote.
From intake to bound policy. No shortcuts.
Commercial Lines: All submissions go to Alyssa via commercial intake form.
Personal Lines: Most handled in PL Rater. Escalate as needed.
Upload a dec page. Casey reads it for you and gives you clean, structured data.
How we write. How we sound. Every email represents Safeshield.
List every specific question: address, year built, current carrier, premium, roof year. No generic phrases.
Reference specific context the agent gave. Never send a generic follow-up.
Short. Confident. Value-driven. Write like a trusted advisor, not a salesperson.
Talk like a trusted advisor. Explain simply. Be confident but not salesy. Write as if you care, not like software generated it.
Meetings default to 30 minutes. No Google Meet unless you ask for one.
Every bound policy gets logged. Every field matters.
| Field | Required | Notes |
|---|---|---|
| Client Name | Yes | |
| Source | Yes | AGENT LEAD, AUSTIN LEAD, SAFESHIELD LEAD, or DEALER LEAD |
| Agent Name | Yes | |
| Date Bound | Yes | MM/DD/YYYY |
| Effective Date | Yes | |
| Expiration Date | Yes | |
| Carrier | Yes | |
| Line of Business | Yes | |
| Policy Number | Yes | |
| Premium | Yes | |
| Method of Payment | Yes | |
| Phone | No | Optional |
Branded quote presentations deployed to quotes.gosafeshield.com. You're the creative director.
Same-day delivery is the standard. No exceptions.
When a client calls about a claim, we guide them to the carrier — but we make sure they feel supported the entire way.
We direct claims to the carrier, but we never make the client feel like we're passing them off. Say something like: "Let me get you connected with [Carrier]'s claims team — they'll take great care of you, and I'll follow up to make sure everything goes smoothly." The client should feel like we're on their side.
Clients call to add a car, change an address, add a driver, adjust coverage. This is daily work.
Every policy change gets a Momentum note. No exceptions. If it's not documented, it didn't happen.
When a client wants to cancel, don't process it yourself. Transfer to the agent to save the account.
Cancellation requests are always transferred to the agent (Austin or Eric). Your job is to be friendly, document the request, and get it to the right person. Never process a cancellation on your own.
Every cancellation is a chance to save a client. Maybe the rate went up and we can re-shop. Maybe there's a coverage misunderstanding. The agent has the experience and authority to solve it. Your job is to keep the door open.
We re-shop every renewal. That's our guarantee. Not auto-renew — re-shop.
We don't just auto-renew. We check the full market for every renewal, every year. This is what sets us apart.
When a policy binds, Casey starts a 90-day relationship-building campaign automatically.
Targets clients without umbrella coverage
Follow-up for prospects who didn't bind
Asks happy clients for referrals
Re-engages former clients
Every renewal gets re-shopped. This is what Safeshield is known for and it's the heart of what you do.
This is our annual re-shop guarantee. Every client, every year. Even if we keep the same carrier, the client knows we looked. That's trust. That's retention. That's why people stay with Safeshield.
Not all carriers send policy downloads through IVANS. If a download is missing, it could be from several sources — the carrier may not support downloads, or it may have come through a different channel. Some carriers don't download at all, in which case you'll need to create the policy manually in NowCerts. When you're getting started and don't know where a download is, ask Alyssa — she'll help you track it down.
Do they have enough liability? Is their dwelling coverage keeping up with replacement cost? Are deductibles still right for their situation?
Auto + home with the same carrier = multi-policy discount. Always check if bundling saves money without sacrificing coverage.
New car? New driver in the household? Home renovations? Kids moved out? Any change is a reason to re-quote.
No umbrella policy? No flood? No jewelry rider? Every renewal is a chance to fill gaps they don't know they have.
| Line | What It Covers | Key Things to Watch |
|---|---|---|
| Homeowners (HO3/HO5) | Dwelling, personal property, liability, additional living expenses | Replacement cost vs. actual cash value. Roof age. Wind/hail deductibles. |
| Auto | Liability, collision, comprehensive, UM/UIM, medical payments | Driver changes. New vehicles. Mileage. Multi-car discounts. |
| Umbrella | Excess liability over home + auto | Cross-sell opportunity on every renewal. Minimum underlying limits required. |
| Renters / Condo | Personal property, liability, loss of use | Often underinsured. Check personal property limits. |
| Flood | Building + contents flood coverage (separate from homeowners) | Not covered by standard HO. Check flood zone. NFIP vs. private flood. |
| Dwelling Fire (DP3) | Rental/investment properties | Landlord coverage. Liability for tenant injuries. |
| Specialty | Jewelry, classic cars, boats, motorcycles | Scheduled items. Agreed value vs. actual cash value. |
Know how to access each carrier. Direct first, surplus last.
Surplus: Email-based submissions mostly. Some direct (Pathpoint). Commissions lower than standard. Always ask Austin before submitting a surplus risk.
Simon Carriers (reduced commissions — use direct appointments first):
Cyber: Coalition, Corvus, Cowbell, Hiscox
E&S Property & Casualty: AmTrust E&S, Arch, Hudson, Kinsale
Workers Comp: AmTrust North America, Berkshire Guard, Employers
Small Commercial/BOP: Attune, CNA, Great American
Specialty & Niche: AIG, Argo, Crum & Foster
Cannabis & Construction: Blitz
| Broker | Specialties |
|---|---|
| Burns & Wilcox | Property, Casualty, Cannabis, Construction, Energy, Environmental, Flood, Healthcare, Hospitality, Manufacturing, Marine, Transportation, WC |
| CRC | GL, Umbrella, Excess Liability, Auto, Builders Risk |
| RPS | Cyber, Healthcare, Transportation, Property |
| Ryan Specialty | Wholesale Brokerage, Binding Authority (great for construction, restaurants) |
| Joe Flood Insurance | Wholesale Flood |
NowCerts is the system of record. Everything lives there.
All docs in NowCerts Documents tab. Name format: MM/DD/YYYY — Type — Carrier/LOB. Minimum notes for every interaction in Momentum. Lightspeed auto-syncs (if it fails, log manually).
Dec pages are PII-sensitive. Store only in NowCerts. Never email raw dec pages outside approved channels. Use Lightspeed email or secure links. Retain per carrier and regulatory requirements.
Casey backs up all data files to GitHub every day at 1:30 AM ET. This is a safety net — NowCerts remains the system of record.
When the SOP doesn't cover it, here's who to ask.
| Issue | Escalate To |
|---|---|
| Personal Lines underwriting/appetite | Alyssa or Austin |
| Commercial Lines submissions | Alyssa |
| Commission disputes, exceptions | Austin |
| Systems & access (NowCerts, PL Rater, Lightspeed) | Austin |
| Surplus carrier submissions | Austin (always ask before submitting) |
| Time-sensitive issues | Lightspeed Voice + Momentum note |
This is what sets us apart. Be able to say these naturally.
We shop the full market, not just a handful of carriers. More options = better protection + better price.
Quotes, certificates, ID cards, and policy changes. Same day. Every time.
No call centers. No automated phone trees. No runaround. You get a real person who knows your file.
We push for the client's benefit, not the carrier's. When it matters most, we fight for you.
We re-shop every renewal, every year. We don't just auto-renew and collect a check.
Casey AI, client portal, automated tracking, digital delivery. Insurance meets the modern age.
Complete all 11 modules to get certified. Each has lessons and a quiz (80% to pass).
3:34 — How to set up a household and bridge to quoting
5:30 — End-to-end quoting process
State-specific ID card generation