A dedicated Insurance Virtual Assistant (assigned to a single agency/client) who owns day-to-day agency operations: quoting and new-business intake, policy servicing and endorsements, client-facing phone/email reception, renewals and remarketing, submissions and document/signature workflows, AMS/data entry and file management, billing/payments and client onboarding, plus technical/support, marketing/CRM and other client-assigned administrative tasks. All items below come only from the Active VA — Top 5 Activities form responses.
Core responsibilities (detailed tasks)
Quoting & new business
Intake quote information and complete ACORDs / quote sheets.
Run comparative/rater quotes in carrier portals and tools (examples in the responses) and prepare/send quote proposals to clients/brokers.
Quote specialized/ancillary lines when required (examples: crime, D&O, umbrella, WC, commercial trucking).
Policy servicing & administration
Process endorsements and policy changes (add/remove vehicles or drivers, address and coverage changes).
Handle mortgagee / loss-payee updates and prepare endorsements.
Process cancellations and non-renewals (verify requests, prepare necessary paperwork, notify clients).
Generate ID cards, declarations pages and proofs of insurance; manage Certificates of Insurance (COIs) and commercial certificate workflows.
Customer service — phone & email
Field inbound calls and act as receptionist via VOIP/phone systems; triage voicemail and manage call queues.
Respond to policyholder inquiries by email/chat and perform client follow-ups.
Handle billing and payment questions and place reminder calls as needed.
Renewals & retention
Track renewal pipeline per client SOPs, send renewal notifications/reminders, schedule policy-review appointments, remarket and follow up proactively to bind renewals. (Several responses describe following a renewal SOP and proactive remarketing.) Submissions, document preparation & signature workflows
Prepare and submit new-business and renewal packages to markets/carriers; assemble application packages and required supporting documents.
Create and manage e-signature workflows (DocuSign, PandaDoc and similar) and send bind applications to brokers/carriers; handle invoicing/collection related to bindings.
AMS / data entry & file management
Accurate data entry and maintenance of client and policy records in agency systems; upload/download/attach media and carrier documents.
Onboard clients into the AMS: create/update client profiles, notes and onboarding documentation.
Handle returned mail and address updates; keep AMS renewal and activity records current.
Billing, payments & financing
Take payments and process invoicing; follow up on collections and payment reminders.
Process financing plans or payment arrangements when required.
Technical & operational support
Triage and resolve support tickets and sales/support inbox items, handle telephony/short-code mail verifications (TFNS) and service requests noted in responses.
Manage voicemail/AI-voicemail triage (examples include CARA AI voicemail).
Marketing, CRM & administrative support
CRM data entry and lead tracking, manage email campaigns and basic marketing tasks (social media and website management, campaign creation).
Draft proposals and client communications tied to sales/marketing workflows.
Other specialist tasks reported
Look up property features and permits (county appraiser, Zillow, Google Maps) for underwriting or quoting.
Process carrier-specific portal tasks and appointed portal actions.
Handle onboarding notes, client file preparation and ad-hoc client requests.
Common systems & tools (examples taken from the form responses)
Quoting / portals: EZLynx, CoverWhale, QQ Rater, carrier portals.
AMS / CRMs: NowCerts (Momentum), AMS360, Hawksoft, QQCatalyst, Keeper, Jenesis, Zoho.
Communications / phone: RingCentral, Dialpad, Fonality, Vonage, 8x8, Zoom Phone.
Signatures & documents: DocuSign, PandaDoc; productivity: Gmail/Outlook, Google Workspace, Microsoft Office, Google Sheets, Trello, GoHighLevel.
Other tools mentioned: IPFS.com, ChatGPT.
Ocean Virtual Assistant Solutions is a remote staffing company specializing in providing virtual assistant services to the insurance industry. The company focuses on supporting insurance agencies with customer service operations across personal lines (auto, homeowners, renters, condo, boat, ATV) and commercial lines insurance. They employ remote workers to deliver phone, email, and chat-based support, handling customer inquiries related to quoting, billing, policy changes, and account management. The company emphasizes a supportive work environment with career growth opportunities for remote professionals in the insurance sector.
