Side-by-side judgment against OS165 as current master. Prospect-first DNA map for P&C independent agencies.
“Nine rooms. About thirty doors. A short list of named plays under each door. Everything else is a channel, product specialty, form, or click — not a new room.”
Skills marketplace = doors (processes), not 165 picklist. Kaden’s ~16 skills direction is correct altitude.
Prospect → Qualify → Quote/Submit → Bind/Issue → Onboard → Service → Renew/Retain → Expand → Claim (if needed) → Refer. Money and Run-the-Agency are parallel planes.
| Altitude | OS165 | Mia |
|---|---|---|
| Top | 6 Process Groups | 9 Domains (journey rooms) |
| Second | 35 Processes | 29 Processes (doors) |
| Third | 165 Workflows | 100 Canonical Workflows (named plays) |
| Fourth | Tasks in MD (informal) | Activities = AMS events (keep OS165 leaves) |
| Tags | Implicit | Channel · LOB · admitted/E&S · bill type · persona |
| # | Domain | Process | Canonical Workflow | Begin | End | Verdict | OS165 maps |
|---|---|---|---|---|---|---|---|
| 1 | 1. Growth & Demand Generation | Lead Generation & Channel Capture | Capture inbound demand | Market signal | Logged prospect | RESTRUCTURE | Manage Customer Referrals; Route Incoming Faxes; Capture Voicemail; Classify Incoming Emails (lead subset) |
| 1 | 1. Growth & Demand Generation | Lead Generation & Channel Capture | Run outbound / campaign lead creation | Market signal | Logged prospect | RESTRUCTURE | Conduct Strategic Marketing for Renewals (xDate partial); Win-Back campaigns (partial) |
| 1 | 1. Growth & Demand Generation | Lead Generation & Channel Capture | Attribute & score lead economics | Market signal | Logged prospect | RESTRUCTURE | Document Source of Funds; Assess Financial Program Effectiveness; Manage Credit Guidelines |
| 1 | 1. Growth & Demand Generation | Prospect Enrichment & Appetite Screen | Enrich prospect data | Logged prospect | Qualified / disqualified | KEEP (tighten) | Enter Prospect Details; early Gather Information for Quote |
| 1 | 1. Growth & Demand Generation | Prospect Enrichment & Appetite Screen | Screen agency appetite | Logged prospect | Qualified / disqualified | KEEP (tighten) | Evaluate Lead Fit; Qualify New Business Lead; Determine Policy Eligibility (partial) |
| 1 | 1. Growth & Demand Generation | Prospect Enrichment & Appetite Screen | Disqualify with reason codes | Logged prospect | Qualified / disqualified | KEEP (tighten) | Manage Policy Declination (partial) |
| 2 | 2. Sell & Convert | Pipeline Ownership & Progression | Assign opportunity owner | Qualified prospect | Stage-advanced opportunity | KEEP | Assign New Business Lead to Agent |
| 2 | 2. Sell & Convert | Pipeline Ownership & Progression | Advance / regress stages | Qualified prospect | Stage-advanced opportunity | KEEP | Manage Sales Pipeline Progression |
| 2 | 2. Sell & Convert | Pipeline Ownership & Progression | Intervene on stalled deals | Qualified prospect | Stage-advanced opportunity | KEEP | Intervene in Stalled Sales Process |
| 2 | 2. Sell & Convert | Pipeline Ownership & Progression | Log every customer interaction | Qualified prospect | Stage-advanced opportunity | KEEP | Document Customer Interactions; Engage with Prospective Customer; Record Telemarketing Interactions |
| 2 | 2. Sell & Convert | Needs Analysis, Value & Close | Run discovery / needs analysis | Engaged prospect | Bind intent OR lost | KEEP | Present Value Proposition; Engage with Prospective Customer |
| 2 | 2. Sell & Convert | Needs Analysis, Value & Close | Present options & handle objections | Engaged prospect | Bind intent OR lost | KEEP | Explain Insurance Policy Quote (presentation half) |
| 2 | 2. Sell & Convert | Needs Analysis, Value & Close | Secure buy decision or loss reason | Engaged prospect | Bind intent OR lost | KEEP | Process Policy Purchase; Manage Policy Declination |
| 2 | 2. Sell & Convert | Winback & Competitive xDate Pursuit | Build winback universe | Former insured OR expiring elsewhere | Re-qualified opportunity | KEEP | Compile List of Previous Customers; Analyze Reasons for Customer Departure |
| 2 | 2. Sell & Convert | Winback & Competitive xDate Pursuit | Run winback campaigns | Former insured OR expiring elsewhere | Re-qualified opportunity | KEEP | Conduct Targeted Campaigns for Win-Backs; Redirect Interest to Alternative Products |
| 2 | 2. Sell & Convert | Winback & Competitive xDate Pursuit | Track competitive expiration dates | Former insured OR expiring elsewhere | Re-qualified opportunity | KEEP | Track Policy Expiration Dates; Conduct Outreach for Policy Expirations |
| 2 | 2. Sell & Convert | Winback & Competitive xDate Pursuit | Transfer competitive quote into AMS | Former insured OR expiring elsewhere | Re-qualified opportunity | KEEP | Transfer Policy Quote to New System |
| 3 | 3. Quote · Submit · Bind · Issue | Submission Assembly | Collect underwriting data package | Needs-complete prospect | Marketable submission package | KEEP / MERGE | Gather Information for Quote Request; Verify Required Documents; Request Missing Documents |
| 3 | 3. Quote · Submit · Bind · Issue | Submission Assembly | Build carrier short-list strategy | Needs-complete prospect | Marketable submission package | KEEP / MERGE | Research Insurance Carriers for Quotes |
| 3 | 3. Quote · Submit · Bind · Issue | Submission Assembly | Complete & QC applications / forms | Needs-complete prospect | Marketable submission package | KEEP / MERGE | Complete Policy Forms; Confirm Policy Compliance |
| 3 | 3. Quote · Submit · Bind · Issue | Rate, Quote & Propose | Run rates / market submission | Marketable submission | Presented quote package | KEEP | Quoting chain steps |
| 3 | 3. Quote · Submit · Bind · Issue | Rate, Quote & Propose | Create proposal / coverage comparison | Marketable submission | Presented quote package | KEEP | Create Insurance Policy Proposal; Compare Policy Quotes (shared with rewrite) |
| 3 | 3. Quote · Submit · Bind · Issue | Rate, Quote & Propose | Verify coverage adequacy vs needs | Marketable submission | Presented quote package | KEEP | Verify Policy Coverage Adequacy |
| 3 | 3. Quote · Submit · Bind · Issue | Bind, Disclose & Issue | Pre-bind compliance & disclosures | Selected option + bind authority | Bound issued policy in AMS | KEEP | Verify Policy Regulatory Compliance; Document Policy Disclosures; Prepare Policy Disclosures (E&S) |
| 3 | 3. Quote · Submit · Bind · Issue | Bind, Disclose & Issue | Bind coverage | Selected option + bind authority | Bound issued policy in AMS | KEEP | Explain… and Bind Coverage; Process Policy Purchase |
| 3 | 3. Quote · Submit · Bind · Issue | Bind, Disclose & Issue | Issue policy records in AMS | Selected option + bind authority | Bound issued policy in AMS | KEEP | Create the Policy Record; Retain Policy Audit Trail |
| 3 | 3. Quote · Submit · Bind · Issue | Bind, Disclose & Issue | Clear subjectivities / contingencies | Selected option + bind authority | Bound issued policy in AMS | KEEP | Request Missing Documents; Track Policy Documents (overlap) |
| 4 | 4. Onboard & Activate | Welcome & Account Setup | Prepare & deliver welcome package | Bound policy | Activated AMS account + prefs | PROMOTE | Prepare Customer Welcome Package; Provide Digital Introduction; Distribute Policy Documents (first) |
| 4 | 4. Onboard & Activate | Welcome & Account Setup | Coverage orientation call | Bound policy | Activated AMS account + prefs | PROMOTE | Review Policy Coverage with Customer |
| 4 | 4. Onboard & Activate | Welcome & Account Setup | Capture service preferences & book map | Bound policy | Activated AMS account + prefs | PROMOTE | Record Customer Communication Preferences; Set Up Customer Account |
| 4 | 4. Onboard & Activate | Welcome & Account Setup | Schedule first service / renewal touch | Bound policy | Activated AMS account + prefs | PROMOTE | Assign and Set a Follow-Up (reused) |
| 5 | 5. Midterm Service & Changes | Endorsement / Midterm Change | Intake change request | Change request | Issued endorsement or declined change | KEEP | Receive Policy Change Request |
| 5 | 5. Midterm Service & Changes | Endorsement / Midterm Change | Complete change / underwriting intake | Change request | Issued endorsement or declined change | KEEP | Collect Information for Policy Change; Verify Complete Policy Change Submission |
| 5 | 5. Midterm Service & Changes | Endorsement / Midterm Change | Submit & issue endorsement | Change request | Issued endorsement or declined change | KEEP | Process Policy Endorsement Submission; Update Policy Coverage |
| 5 | 5. Midterm Service & Changes | Evidence of Insurance (COI / Mortgagee / ID) | Issue certificate of insurance | Third-party or lender request | Delivered evidence + logged | MERGE | Record/Align/Prepare/Distribute COI; Process COI Endorsements |
| 5 | 5. Midterm Service & Changes | Evidence of Insurance (COI / Mortgagee / ID) | Process mortgagee / lender evidence | Third-party or lender request | Delivered evidence + logged | MERGE | Log Customer Requests; Verify Coverage; Generate Policy Documents; Maintain Mortgagee Database |
| 5 | 5. Midterm Service & Changes | Evidence of Insurance (COI / Mortgagee / ID) | Issue ID cards / proof packets | Third-party or lender request | Delivered evidence + logged | MERGE | Generate Policy Documents (subset); Distribute Policy Documents |
| 5 | 5. Midterm Service & Changes | Policy Document & Carrier Trailing Items | Track outstanding carrier documents | Missing/issued docs signal | Docs QC’d, delivered, closed | KEEP | Track Policy Documents; Follow Up with Insurance Carrier |
| 5 | 5. Midterm Service & Changes | Policy Document & Carrier Trailing Items | QC & file final policy docs | Missing/issued docs signal | Docs QC’d, delivered, closed | KEEP | Examine Policy Documents; Archive Documents Digitally |
| 5 | 5. Midterm Service & Changes | Policy Document & Carrier Trailing Items | Deliver final docs to parties | Missing/issued docs signal | Docs QC’d, delivered, closed | KEEP | Distribute Policy Documents |
| 5 | 5. Midterm Service & Changes | Specialty / E&S / Program Coordination | Engage wholesale / program markets | Non-standard market need | Compliant placement maintained | KEEP as specialty overlay | Collaborate with Wholesale Insurance Partners; Identify Specialized Insurance Policies |
| 5 | 5. Midterm Service & Changes | Specialty / E&S / Program Coordination | Surplus lines compliance filings & disclosures | Non-standard market need | Compliant placement maintained | KEEP as specialty overlay | File Policy Documents with Regulators; Prepare/Explain Policy Disclosures |
| 5 | 5. Midterm Service & Changes | Specialty / E&S / Program Coordination | Telematics / UBI program admin | Non-standard market need | Compliant placement maintained | KEEP as specialty overlay | Explain/Set Up/Monitor Telematics; Adjust Premium |
| 5 | 5. Midterm Service & Changes | Midterm Rewrite / Remarket | Diagnose rewrite need | Coverage or price dissatisfaction midterm | Rewritten policy with continuity | KEEP | Assess Policy for Potential Renewal (midterm use) |
| 5 | 5. Midterm Service & Changes | Midterm Rewrite / Remarket | Remarket & continuum bind | Coverage or price dissatisfaction midterm | Rewritten policy with continuity | KEEP | Search Alternative Options; Compare Quotes; Transition Policy; Ensure Continuous Coverage |
| 6 | 6. Renew · Retain · Expand | Renewal Factory | Identify renewals in window | T-90/60/45 signal | Renewed term issued OR non-renew path | KEEP FLAGSHIP | Identify Policy for Renewal |
| 6 | 6. Renew · Retain · Expand | Renewal Factory | Collect renewal underwriting update | T-90/60/45 signal | Renewed term issued OR non-renew path | KEEP FLAGSHIP | Follow Up on Renewal Questionnaire; Review Policy Renewal Response |
| 6 | 6. Renew · Retain · Expand | Renewal Factory | Re-underwrite / re-market as needed | T-90/60/45 signal | Renewed term issued OR non-renew path | KEEP FLAGSHIP | Shared with rewrite engine |
| 6 | 6. Renew · Retain · Expand | Renewal Factory | Present renewal & collect bind/payment | T-90/60/45 signal | Renewed term issued OR non-renew path | KEEP FLAGSHIP | Process Policy Renewal Payment |
| 6 | 6. Renew · Retain · Expand | Renewal Factory | Issue renewed term | T-90/60/45 signal | Renewed term issued OR non-renew path | KEEP FLAGSHIP | Issue Renewed Policy |
| 6 | 6. Renew · Retain · Expand | Carrier Non-Renewal / Conditional Renewal Response | Triage carrier notice | Carrier notice | Replacement coverage or documented loss | KEEP | Analyze Policy Notice |
| 6 | 6. Renew · Retain · Expand | Carrier Non-Renewal / Conditional Renewal Response | Client outreach & options | Carrier notice | Replacement coverage or documented loss | KEEP | Plan Policyholder Outreach; Provide Coverage Solutions; Document Feedback |
| 6 | 6. Renew · Retain · Expand | Carrier Non-Renewal / Conditional Renewal Response | Confirm replacement or cancellation outcomes | Carrier notice | Replacement coverage or documented loss | KEEP | Confirm Policy Coverage Details |
| 6 | 6. Renew · Retain · Expand | Proactive Retention | Detect retention risk | At-risk signal | Retained or lost with reason | KEEP | Identify Policy Risk Factors; Monitor Customer Feedback (signals) |
| 6 | 6. Renew · Retain · Expand | Proactive Retention | Run retention play | At-risk signal | Retained or lost with reason | KEEP | Develop Messaging; Conduct Outreach; Provide Offers |
| 6 | 6. Renew · Retain · Expand | Proactive Retention | Track retention outcome | At-risk signal | Retained or lost with reason | KEEP | Track Policyholder Retention Outcome |
| 6 | 6. Renew · Retain · Expand | Non-Pay / Cancellation Intervention | Detect pending cancel | Cancel-for-nonpay signal | Reinstated OR confirmed cancel + remarket | MOVE | Detect Policy Cancellation |
| 6 | 6. Renew · Retain · Expand | Non-Pay / Cancellation Intervention | Intervention outreach | Cancel-for-nonpay signal | Reinstated OR confirmed cancel + remarket | MOVE | Follow Policy Cancellation Outreach Protocol |
| 6 | 6. Renew · Retain · Expand | Non-Pay / Cancellation Intervention | Take payment / reinstate | Cancel-for-nonpay signal | Reinstated OR confirmed cancel + remarket | MOVE | Accommodate Policy Payment; Confirm Policy Reinstatement |
| 6 | 6. Renew · Retain · Expand | Non-Pay / Cancellation Intervention | If lost — exit & reclaim path | Cancel-for-nonpay signal | Reinstated OR confirmed cancel + remarket | MOVE | Track Intervention Outcome + winback link |
| 6 | 6. Renew · Retain · Expand | Cross-Sell / Upsell / Account Rounding | Mine gaps and monopoline accounts | Booked customer | New opportunity or declined | KEEP under Renew/Expand | Identify Cross-Sell/Up-Sell Opportunities; Assess Policy Consolidation |
| 6 | 6. Renew · Retain · Expand | Cross-Sell / Upsell / Account Rounding | Run expand campaign / conversation | Booked customer | New opportunity or declined | KEEP under Renew/Expand | Design/Execute Cross-Sell Campaign; Plan Follow-Up |
| 6 | 6. Renew · Retain · Expand | Cross-Sell / Upsell / Account Rounding | Convert expand to QRB path | Booked customer | New opportunity or declined | KEEP under Renew/Expand | hands off to QRB |
| 7 | 7. Claims Coordination | FNOL & Ongoing Claim Advocacy | Take first notice of loss | Loss reported | Claim closed or monitored + retention checked | PROMOTE | Collect Claim Information from Policyholder |
| 7 | 7. Claims Coordination | FNOL & Ongoing Claim Advocacy | Document loss package | Loss reported | Claim closed or monitored + retention checked | PROMOTE | Document Policy Claim Loss Details |
| 7 | 7. Claims Coordination | FNOL & Ongoing Claim Advocacy | Submit / notify carrier FNOL | Loss reported | Claim closed or monitored + retention checked | PROMOTE | Process Policy Claim Submission |
| 7 | 7. Claims Coordination | FNOL & Ongoing Claim Advocacy | Educate client on claims journey | Loss reported | Claim closed or monitored + retention checked | PROMOTE | Communicate Claim Process to Policyholder |
| 7 | 7. Claims Coordination | FNOL & Ongoing Claim Advocacy | Monitor claim to closure | Loss reported | Claim closed or monitored + retention checked | PROMOTE | Monitor Policy Claim Status |
| 7 | 7. Claims Coordination | FNOL & Ongoing Claim Advocacy | Post-claim retention check | Loss reported | Claim closed or monitored + retention checked | PROMOTE | Hand to Retention play |
| 8 | 8. Money · Trust · Commissions | Billing, AR & Client Money Movement | Create & distribute invoices | Invoiceable event | Cash applied / balance known | KEEP | Create/Distribute Customer Invoices |
| 8 | 8. Money · Trust · Commissions | Billing, AR & Client Money Movement | Collect & apply payments | Invoiceable event | Cash applied / balance known | KEEP | Process Customer Payments; Monitor Account Balances |
| 8 | 8. Money · Trust · Commissions | Billing, AR & Client Money Movement | Reconcile client accounts | Invoiceable event | Cash applied / balance known | KEEP | Reconcile Customer Accounts; Resolve Billing Disputes |
| 8 | 8. Money · Trust · Commissions | Billing, AR & Client Money Movement | Premium finance coordination | Invoiceable event | Cash applied / balance known | KEEP | often buried in payment steps |
| 8 | 8. Money · Trust · Commissions | Carrier / Producer Commission Cycle | Configure commission rules | Download or statement | Books balanced; producers paid | KEEP | Configure Commission Rules |
| 8 | 8. Money · Trust · Commissions | Carrier / Producer Commission Cycle | Ingest carrier downloads / DB statements | Download or statement | Books balanced; producers paid | KEEP | Handle Carrier Downloads & DB Discrepancies |
| 8 | 8. Money · Trust · Commissions | Carrier / Producer Commission Cycle | Reconcile agency commissions | Download or statement | Books balanced; producers paid | KEEP | Manage Agency Commission Payments |
| 8 | 8. Money · Trust · Commissions | Carrier / Producer Commission Cycle | Calculate & pay producer commissions | Download or statement | Books balanced; producers paid | KEEP | Process & Reconcile Agent Commissions |
| 8 | 8. Money · Trust · Commissions | Trust Accounting & Financial Controls | Reconcile premium trust account | Period close | Reconciled trust / operating / fraud controls | ADD | GAP |
| 8 | 8. Money · Trust · Commissions | Trust Accounting & Financial Controls | Manage carrier payables / disbursements | Period close | Reconciled trust / operating / fraud controls | ADD | partial invoice steps |
| 8 | 8. Money · Trust · Commissions | Trust Accounting & Financial Controls | Period close & principal dashboard inputs | Period close | Reconciled trust / operating / fraud controls | ADD | ties to Domain 9 |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Omnichannel Work Intake & Routing | Capture inbound across channels | Any inbound signal | Owned work item in correct queue | CONSOLIDATE | all capture steps |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Omnichannel Work Intake & Routing | Classify intent & priority | Any inbound signal | Owned work item in correct queue | CONSOLIDATE | Classify Incoming Emails; Assess Priority; Organize Voicemail; Sort Mail |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Omnichannel Work Intake & Routing | Route / assign / SLA | Any inbound signal | Owned work item in correct queue | CONSOLIDATE | Route Incoming Messages; Delegate Responses; Assign VM Responses |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Omnichannel Work Intake & Routing | Execute or park with audit trail | Any inbound signal | Owned work item in correct queue | CONSOLIDATE | Execute Requests; Store Comms; Document Responses; Update Records |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Voice of Customer & Reputation | Solicit & monitor reviews/NPS | Feedback moment | Responded + insight logged | KEEP | Solicit Customer Reviews; Monitor Feedback; Assess CSAT |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Voice of Customer & Reputation | Respond to feedback | Feedback moment | Responded + insight logged | KEEP | Handle Customer Feedback Responses |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Voice of Customer & Reputation | Feed insights into ops improvements | Feedback moment | Responded + insight logged | KEEP | Identify Areas for Improvement |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Licensing, E&O & Regulatory Hygiene | Monitor regulatory change | Calendar / audit trigger | Agency in good standing | KEEP+ADD E&O | Monitor Regulatory Changes |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Licensing, E&O & Regulatory Hygiene | Staff licensing & CE | Calendar / audit trigger | Agency in good standing | KEEP+ADD E&O | Manage Staff Licensing; Educate Staff on Regulatory Requirements |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Licensing, E&O & Regulatory Hygiene | Internal compliance audit & corrective action | Calendar / audit trigger | Agency in good standing | KEEP+ADD E&O | Audit Regulatory Compliance; Implement Corrective Actions |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Licensing, E&O & Regulatory Hygiene | E&O incident / complaint handling | Calendar / audit trigger | Agency in good standing | KEEP+ADD E&O | GAP |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Carrier Appointments & Vendor Spine | Select & contract vendors | Appointment/vendor need | Productive appointment + active MSA | KEEP+expand appointments | Define Criteria; Manage SLAs; Retain Docs |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Carrier Appointments & Vendor Spine | Review vendor performance | Appointment/vendor need | Productive appointment + active MSA | KEEP+expand appointments | Review Vendor Performance; Track Vendor Compliance |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Carrier Appointments & Vendor Spine | Carrier appointment & contingency management | Appointment/vendor need | Productive appointment + active MSA | KEEP+expand appointments | GAP relative to indie DNA |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | People Performance & Sales Acceleration | Set targets & scorecards | Goal cycle | Coached team hitting book targets | KEEP | Set Performance Targets; Evaluate Staff Performance Progress |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | People Performance & Sales Acceleration | Coach gaps & run contests | Goal cycle | Coached team hitting book targets | KEEP | Analyze Performance Gaps; Administer Contests; Recognize Achievements |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | People Performance & Sales Acceleration | Improve internal workflows | Goal cycle | Coached team hitting book targets | KEEP | Assess/Enhance/Evaluate Workflow Efficiency; Train Staff on Procedures |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Knowledge, SOP & Skill System | Author / version agency SOPs & skills | Learning need | Versioned skill/SOP live in library | ADD | Kaden skill marketplace direction |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Knowledge, SOP & Skill System | Train staff on live SOP set | Learning need | Versioned skill/SOP live in library | ADD | Tammy/Richard/Christina delivery pattern |
| 9 | 9. Run the Agency (People · Compliance · Partners · Performance) | Knowledge, SOP & Skill System | Measure SOP adherence in AMS events | Learning need | Versioned skill/SOP live in library | ADD | Full Story funnel ambition |
Workbook: Mia_Agency_Workflow_Master_Taxonomy_vs_OS165.xlsx · Interactive OS165 baseline: os165-interactive.pages.dev