Some resources I found right here on the forum to get you started:
http://www.virtualassistantforums.com/document-library
http://www.virtualassistantforums.co...rocedures-7201
http://www.virtualassistantforums.co...insurance-1227
Also, remember when planning your business -- also take into account how much time you actually want to spend on your business and with whom you want to work with. These ideas will help you define many of your other policies and procedures. Here is a neat video I found:
http://www.sbtv.com/?page=jeffwilliams