The Ultimate Checklist for Hiring a Virtual Assistant in the Insurance Industry

As the insurance industry grows more competitive and digital-first, agency owners and brokers face mounting pressure to stay productive while delivering exceptional customer service. But doing it all — from policy management to client follow-ups — can quickly lead to burnout.

That’s where Virtual Assistants (VAs) come in.

Hiring a skilled VA is one of the most effective ways to streamline operations, reduce costs, and reclaim your time. However, bringing the right VA on board isn’t as simple as posting a job ad — it requires strategy, clarity, and the right checklist.

This guide breaks down every step you need to take to successfully hire a virtual assistant tailored to the unique needs of the insurance industry.

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1. Define Your Business Needs and Delegate Wisely

Start with a self-audit. What tasks are taking up most of your day? Which of them could be delegated without sacrificing quality?

Common Insurance Tasks to Delegate to a VA:

• Lead generation and CRM updates
• Policy quote follow-ups
• Renewal reminders and email campaigns
• Appointment scheduling
• Managing claims documentation
• Creating Certificates of Insurance (COIs)
• Client onboarding tasks
• Data entry and administrative support

Pro tip: Use a time-tracking tool for a week to identify repetitive, non-client-facing tasks you can outsource.

2. Set Your Budget, Scope, and Work Hours

Not all VAs are full-time, and not all tasks require round-the-clock support. Decide early:

• Budget: Decide whether you need part-time or full-time support
• Time zone coverage: Will your VA work in your local time zone or independently?
• Workload: Do you need 10, 20, or 40 hours per week?

3. Create a Precise and Targeted Job Description

Your job description should do more than attract applications — it should attract the right ones.

Key elements to include:

• Job title and summary (e.g., Insurance Virtual Assistant – Policy Support & CRM Management)
• Responsibilities (specific tasks, tools, and workflows)
• Required experience (CRM platforms, past insurance work, tools like AMS360, EZLynx, etc.)
• Time commitment and work hours
• Skills and qualifications (attention to detail, communication skills, insurance knowledge)

Example:

“We’re seeking a virtual assistant experienced in personal lines insurance to support our independent agency. Tasks include managing quote requests, CRM updates, follow-ups, and scheduling. Familiarity with Applied Epic or EZLynx preferred.”

4. Decide Where to Hire From

Choose a sourcing platform that matches your needs, budget, and hiring preferences.

Popular options:

• Upwork – Flexible, great for short or long-term contracts
• OnlineJobs.ph – Best for affordable, full-time Filipino VAs with strong English skills
• LinkedIn / Facebook groups – Useful for networking or referrals
• Virtual Assistant Agencies – Offer pre-vetted VAs with industry training and support

Tip: If insurance knowledge is essential, consider hiring through a staffing agency that specializes in VAs for insurance agencies.

5. Screen for Experience and Fit

When evaluating applicants, look beyond resumes. Experience is important — but so are communication, reliability, and adaptability.

What to assess:

• Insurance familiarity: Do they know terms like deductible, premium, endorsement, COI?
• CRM proficiency: Can they navigate AMS360, HawkSoft, Salesforce, etc.?
• Communication: Are they clear, concise, and professional in written and spoken English?
• Soft skills: Do they demonstrate problem-solving, responsiveness, and proactivity?

Screening ideas:

• Ask for a short video introduction
• Give a mock task or test project
• Conduct a live interview with scenarios (e.g., how they’d respond to a late COI request)

6. Ensure Data Privacy and Regulatory Compliance

The insurance industry handles sensitive client data. That means your VA must adhere to strict privacy protocols.

Your checklist should include:

• Signing a Non-Disclosure Agreement (NDA)
• Training on data handling, record-keeping, and communication etiquette
• Using secure tools like password managers (LastPass, Bitwarden)
• Setting up access controls via Google Workspace or Microsoft 365
• VPN usage for secure logins and regional compliance

If your agency is governed by HIPAA, GDPR, or local data laws, ensure the VA understands and complies accordingly.

7. Set Up Onboarding and Tools for Success

A common mistake agencies make is hiring a VA, then leaving them with little structure.

Onboarding best practices:

• Create a welcome guide or checklist
• Share SOPs (standard operating procedures) for recurring tasks
• Set up a communication plan (daily check-ins, weekly huddles)
• Provide tool access with proper permissions

Recommended tools:

• Communication: Slack, Zoom, Microsoft Teams
• Project management: Trello, Asana, ClickUp
• Scheduling: Calendly, Google Calendar
• File sharing: Google Drive, Dropbox
• Password sharing: LastPass, 1Password

8. Define Clear KPIs and Success Metrics

If you can’t measure it, you can’t manage it. Define what success looks like in your agency.

Possible KPIs:

• Number of follow-ups or appointments scheduled weekly
• CRM updates completed accurately and on time
• Client response times
• Quote processing time
• Task completion rate and accuracy

Make sure to also define how and when performance will be reviewed (e.g., monthly performance reviews).

9. Build a Feedback Loop

Don’t wait until problems surface. Encourage ongoing communication and coaching.

Tips for productive collaboration:

• Hold a weekly feedback session
• Use a shared feedback doc or dashboard
• Ask for the VA’s suggestions on process improvement
• Celebrate milestones and wins (e.g., client compliments, process efficiency)

A VA who feels heard and valued is more likely to stay committed and deliver top-tier work.

10. Commit to Long-Term Growth

Hiring a VA isn’t just a quick fix — it’s an investment. When nurtured well, a VA can evolve into a core member of your agency.

Ideas to foster long-term engagement:

• Offer skill-building opportunities (insurance certifications, marketing tools, etc.)
• Set quarterly goals tied to incentives
• Consider promotions or added responsibilities over time
• Build trust with transparency and gratitude

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Hiring a virtual assistant can radically transform how your insurance agency operates — from reducing your workload to improving client response time and streamlining renewals. But success lies in preparation.

Use this ultimate checklist to ensure you're not just hiring help — you're building a partnership that supports your business for the long haul.

Ready to Delegate and Scale with Confidence?

At Ocean Virtual Assistant, we specialize in matching insurance agencies with highly skilled, pre-vetted virtual assistants who understand the industry inside and out. Whether you need help with policy processing, client communications, or back-office support — we’ve got the right VA for you. Contact us today!

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