RF Ougheltree Insurance

Quality of Service Standards

We are dedicated to consistently providing quality service to our customers in a timely manner all the time and every day.

  • Submissions are acknowledged upon receipt with advice that an Hull & Company, Inc. staff broker will contact the retail producer to discuss the account within 24 hours.
  • Submissions are set up in our system on the same day if received by 4p.m. Submissions are set up in our system the next business day early in the morning if received after 4 p.m.
  • Within 24 hours from receipt of the submission an RFO staff broker will review the account and call the retail producer to discuss.
  • Submissions will promptly be sent to the marketplace pursuant to a defined marketing plan.
  • As the transaction progresses, the retail producer will be regularly updated with status reports about carrier positions and marketing activity.
  • Deliver quotes/presentations per the producers “need by” date with forms and supporting sales /product information.
  • Immediate acknowledgement of the retail producer’s bind order.
  • Process binders and invoices within 1 day from receiving the order on a bindable quote.
  • Policy delivered to the producer within 20 days from the date all "subject to" items are completed that allow underwriter to issue the policy.  Notify the retail producer when it is determined that the policy will be delayed beyond 20 days.
  • Policy delivered to the retail producer on the same day received at Hull & Company, Inc. if received by 12 noon that day. Policies received after 12 Noon will be delivered to the retail producer on the following day.
  • Binder extensions will be processed 5 days prior to binder expiration date if the policy has not been delivered to the retail producer.
  • Mid term service items:
    • Acknowledge receipt of a service request immediately with advice it is being reviewed by a Hull & Company, Inc. staff member that will respond within 24 hours.
    • Hull & Company, Inc. will endeavor to resolve the service item within 10 days with delivery of related documents.
  • Reply to phone calls and emails promptly.
  • Renewal solicitations will be sent at 60 to 90 days prior to the expiration date depending on the line of coverage and insurance company.