Building a work queue for a 5-person insurance team

Small teams do not need the most complex system. They need clarity on what should happen next.

Split queues by purpose

Separate new business, renewals, missing documents, and payment reconciliation.

Use simple SLAs

Each queue should have an easy-to-understand service target. Example: new leads within 4 hours, renewals within 24 hours.

Keep the dashboard readable

Four numbers are often enough: overdue work, renewals due, outstanding payments, and imports waiting.

Automate later

Automation works best after the team agrees on statuses, ownership, and handoff rules.