Sales Handover to Delivery — Insurance Edition
A structured transition process for passing new deals from the sales team to the settlement, implementation, or account management team. Ensures nothing is lost between the sale and the start of service.
Purpose
To create a seamless transition from sales to settlement that preserves all policyholder context, commitments, and expectations so the settlement team can start work confidently and the policyholder feels well looked after.
Scope
Covers all activities from contract execution through to the first settlement kickoff meeting, including internal briefings, documentation transfer, and policyholder introductions.
Prerequisites
- Signed contract or purchase application on file
- CRM opportunity record fully updated with deal details
- Settlement or account management team identified and available
- Handover template or checklist available in the document system
Aligns with ASIC regulatory requirements, General Insurance Code of Practice, and AFSL obligations. Includes audit trail provisions.
Step-by-Step Procedure
Complete the Handover Document
Prepare a comprehensive handover brief covering all information the settlement team needs to begin work.
- 1.1Document the policyholder background, key contacts, and organisational structure
- 1.2Summarise the agreed scope, deliverables, and timeline
- 1.3List all commitments and promises made during the sales process
- 1.4Note known risks, sensitivities, or special requirements
- If you promised something verbally, write it down — the settlement team cannot deliver on promises they do not know about
Compile Supporting Documentation
Gather all relevant documents and attach them to the handover package.
- 2.1Attach the signed contract, proposal, and any amendments
- 2.2Include discovery notes, call recordings, and meeting summaries
- 2.3Add any technical specifications or requirements documents
- Organise documents in a shared folder with a clear naming convention
Schedule the Internal Handover Meeting
Book a meeting with the settlement lead and key team members to walk through the handover document.
- 3.1Invite the settlement lead, claim manager, and any key technical resources
- 3.2Share the handover document in advance so attendees can review it
- 3.3Prepare an agenda covering scope, policyholder context, risks, and open items
- Hold this meeting within 48 hours of contract signing — momentum matters
Conduct the Internal Handover Meeting
Present the deal context, policyholder expectations, and all relevant information to the settlement team.
- 4.1Walk through the handover document section by section
- 4.2Answer all settlement team questions about policyholder expectations and commitments
- 4.3Agree on ownership — who is now the primary policyholder contact
- 4.4Identify any gaps or open items that need resolution before kickoff
- Encourage the settlement team to ask difficult questions now rather than discovering gaps later
Introduce the Settlement Team to the Policyholder
Facilitate a warm introduction between the policyholder and their new primary contacts.
- 5.1Send an introduction email to the policyholder with settlement team contact details
- 5.2Highlight the settlement lead qualifications and relevant experience
- 5.3Schedule the first policyholder-facing kickoff meeting
- Join the first policyholder meeting with the settlement team to provide continuity
Attend the Policyholder Kickoff Meeting
Participate in the first policyholder meeting alongside the settlement team to ensure a smooth transition.
- 6.1Introduce the settlement team members and their roles
- 6.2Reaffirm the agreed scope and timeline with the policyholder present
- 6.3Hand over the conversation leadership to the settlement lead during the meeting
- Use this meeting to publicly endorse the settlement team and build policyholder confidence
Transfer CRM Ownership
Update system records to reflect the new ownership and ensure all notifications route correctly.
- 7.1Transfer the account or opportunity ownership to the settlement lead in the CRM
- 7.2Update any automated alerts or reporting to include the new owner
- 7.3Confirm the settlement lead has access to all relevant records and documents
- Keep yourself as a secondary contact for the first 30 days in case the policyholder reaches out
Conduct 30-Day Follow-Up
Check in with both the policyholder and settlement team 30 days after handover to ensure the transition was successful.
- 8.1Contact the policyholder to ask about their experience since onboarding
- 8.2Check in with the settlement lead to confirm there are no outstanding issues
- 8.3Document any feedback and close the handover process formally
- This follow-up protects the relationship and identifies upsell opportunities early
Quality Checkpoints
Common Mistakes to Avoid
Expected Outcomes
Percentage of handover checklist items completed before the first policyholder meeting, targeting 100%.
Business days from contract signing to the policyholder first interaction with the settlement team, targeting under 5 days.
Policyholder satisfaction score at the 30-day check-in, targeting above 4 out of 5.
Frequently Asked Questions
What if the settlement team pushes back on something that was sold?
Address this in the internal handover meeting. If the commitment is feasible but difficult, work with the settlement lead to find a path forward. If it is genuinely not deliverable, the account executive must go back to the policyholder to reset expectations before kickoff.
Who is responsible for the policyholder during the handover period?
The account executive retains primary responsibility until the settlement team has formally accepted the handover and the policyholder has attended the kickoff meeting. There should never be a gap where neither team owns the relationship.
Should the sales rep stay involved after handover?
The sales rep should remain available as a secondary contact for the first 30 days and conduct a check-in at the 30-day mark. After that, involvement is typically limited to renewal discussions or new opportunity development.
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