In the simulation project of the insurance service organization in Mashhad, this organization was first fully identified. The recorded items include: existing operations, list of services and special flow for each service, time measurement of service delivery, time measurement of client entry rate to the organization, checking the percentage of referrals to each department, etc. In service organizations, reducing the length of queues, reducing the duration of being in the organization, and designing suitable placement for work processes is of particular importance. In this project, with the same goals, all recorded cases were accurately modeled in ARENA software. Then, different scenarios were identified and proposed to improve the system. These scenarios include the following: creation of a unit to answer clients’ questions on the first floor, systematization of files and removal of clients’ trips to the archive department, increasing the number of attendants in the secretariat department from two to five people. The results of the implementation of the scenarios in the system simulator showed that all of them lead to the improvement of the organization’s key indicators.