HIGHLIGHT
The article features insights from Stevi Siber-Sanderowitz, SterlingRisk’s Senior Communications Counsel and Vice President of Insurance Analytics.
SterlingRisk’s approach to operational procedures, employee training, and artificial intelligence governance was featured in the October 2026 issue of Independent Agent magazine, published by the Independent Insurance Agents & Brokers of America (Big “I”).
In “Set in Stone: Why SOPs Are the Foundation for Smarter, Safer and More Scalable Operations,” journalist AnneMarie McPherson Spears examines the role of standard operating procedures (SOPs) in helping insurance agencies improve consistency, reduce errors and omissions (E&O) exposure, and support sustainable growth.
The article features insights from Stevi Siber-Sanderowitz, SterlingRisk’s Senior Communications Counsel and Vice President of Insurance Analytics, on the company’s internal procedures, employee training, and approach to AI governance.
Why Standard Operating Procedures Matter in Insurance
Insurance agencies manage a substantial volume of information, transactions, and client requests. From documenting coverage changes to processing renewals and maintaining policy records, even routine administrative activities can carry significant consequences when something is overlooked.
Clearly defined procedures help establish consistency across teams, clarify responsibilities, and provide employees with guidance for handling complex or time-sensitive requests. They also support training, documentation, regulatory compliance, and E&O risk management.
At SterlingRisk, documented procedures govern a range of activities, including client and policy documentation, agency management and customer relationship management systems, employee onboarding, legal and compliance reviews, and proposal development.
As agencies grow, these processes become increasingly important for maintaining service standards and ensuring that institutional knowledge is shared across departments.
Applying the Same Discipline to Artificial Intelligence
The article also explores the growing importance of AI governance as insurance organizations incorporate new technology into their operations.
At SterlingRisk, employees are required to use company-approved AI platforms and follow established governance guidelines. AI applications undergo evaluation for considerations including information security, confidentiality, contractual protections, data retention, and potential use of information for model training.
Additional safeguards apply to sensitive activities involving confidential client information, policy interpretation, and coverage-related recommendations.
SterlingRisk does not permit AI to independently bind coverage, make final coverage determinations, or make other consequential decisions without appropriate human oversight.
Employee accountability remains central to the company’s approach. AI-assisted work must be reviewed and verified by the individuals responsible for the final output, with training and internal guidance helping employees understand how to use the technology appropriately.
As AI capabilities continue to develop, established procedures provide an important foundation for evaluating new applications while maintaining appropriate professional judgment and oversight.
The article offers a broader look at how insurance agencies can strengthen operational controls, improve consistency, and establish practical safeguards for emerging technology.
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DISCLAIMER: This article is provided by SterlingRisk Insurance for general informational purposes only and should not be construed as legal or insurance advice. Always review your individual policy terms and consult your broker or legal counsel regarding your specific situation.
