Describing the Sales Process at Highlight

An analysis of the Highlight Insurance sales process reveals the details outlined in Figure 3.1.

Figure 3.1: Sales process at Highlight Insurance

Here's the short story: Highlight's in-house underwriters make judgments about the risk involved in adding or keeping a customer. A set of business rules specify which underwriter handles which quote requests. When an agency requests a policy on behalf of a customer, an underwriter verifies the submitted details by writing to credit-check companies and state-government agencies such as the Department of Motor Vehicles (DMV).