Training Manual N-Z
Prime Rate Finance - Account Access
1. First call Prime Rate (866-669-0937) and make sure the account has a phone number associated with it.
2. Get account number (Should be 7 or 10 digit)
3. Then go to https://www.primerateonline.net/webapps/prlogin.pgm?task=customer
4. Enter account number and phone number (do not use area code)
5. From here you can view status of policy.
6. Save Account number and phone number used in comments tab for future use.
Use this website to review Prime Rate Finance cancellation notices. Prime Rate Finance is now finance company used for Tapco policies. Tapco cancellation for GL policies is now Prime Rate Finance.
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Progressive - Address Change Notices
PROGRESSIVE ADDRESS CHANGE NOTIFICATION
- On Progressive Home Page, click on ‘Manage Policies’;
- Select ‘Policies Need Service;
- All Agency Codes;
- Submit;
- Change of Address Management;
- Continue; and
- Print Report.
From Report:
- Call client to verify/update address (make sure to update ‘Action” column on report if you reach the client;
- If you do not reach client, send ‘Email to Client – Address Change On Your Progressive Policy’;
- Set follow-up reminder for one week; and
- If no response, call final time at reminder.
Renewal - Renewal Commercial Policy – Direct Bill
When Renewal Bill received:
Mail out letter renewal (Renewal: Renewal Commercial Policy - Direct Bill);
Make Follow-up Reminder 2 weeks prior to renewal; and
File Renewal Bill.
At Reminder Date:
Call company to verify Premium has been paid:
If yes, get new policy number and proceed to Step 3, below
If no, call client and let them know the renewal date as a courtesy and make follow-up for 3 days prior to renewal date to call if policy has been paid
Print New Client Check List:
1. After renewal premium has been paid, Print New Client Check List: New Client Check List - Commercial Renewal - Direct Bill
2. Follow steps on check list
Renewal Premium Increase - Calculation
1. On Policy Details Report, under Renewal Image:
Locate customer
Look customer up in Partner
Write current premium beside renewal premium for each insured
Go to BP Intranet Tools Premium Increase Calculator
Input current & renewal premiums
Record percentage
For all Renewals > 15% Continue with the following steps
Renewal Premium Increase – Re-quote Steps
1. If premium increase was >15%, Re-quote Renewal
2. Go to policy (Renewal Term)
a. Verify notes in partner to see if renewal has already been re-quoted or any notes to do so by another agent
b. If not, continue. Is so, move on the next client
c. On policy click on details
d. Click on print icon
e. Select summary of insurance & print
f. You can make any notes on this sheet about renewal term to help you re-quote
3. Go to policy on company website
a. Review both terms to determine cause of rate increase
b. If rate increase is justified (new points, violations, claims, etc.)
i. Make notes in Partner
ii. Note header, “Renewal Premium Increase Review”
iii. Summarize in body of note
iv. Move on to next client
c. If policy with Progressive, verify driving experience before re-quoting
4. Follow EZLynx EZ upload instructions to quote in EZLynx
5. If re-quote rates are higher:
a. Make notes in partner
i. Note header, “Renewal Premium Increase Review”
ii. Summarize in body of note
iii. File re-quote sheet in day file
iv. Move on to next client
6. If re-quote rates are lower:
a. Go to policy action
b. Email Template
c. Rewrite
d. Renewal – Coverage Review – Offer to Rewrite
e. Attach quote
f. Yes to follow up reminder
g. Make detailed notes and set follow up for 1 week
h. File re-quote sheet in quotes file
i. After 1 week, call insured (only 1 follow up call)
7. If no response from insured after follow up call
a. Make notes in partner
b. File re-quote sheet in day file
Notes:
1. We offer this as a service, if the insured is not being responsive, make notes & move on
2. Try to package policies if possible
3. If only have mono-line, send email:
a. Renewal – Coverage Review – Offer to quote renewal with auto/home link
4. If you need more information to quote renewal, send email:
a. Renewal – Coverage Review – Offer to quote renewal
i. Include in the email the information needed
Renewal Review – Renewal Review of Current Coverage
First Step: Sending Email:
1. From daily download reports
2. On Renewal Image Tab (For Progressive use Renewal Quote Tab and not Renewal Image Tab)
a. For year policies, send to all renewals
b. For six month policies: send to -1 policy terms and all subsequent odd number terms.
3. In partner: go to Communications Tab: History: Download (use the date of report using): Click on each company one at a time: Click on renewal policy to send email to.
4. If we do not have client’s email: call client to get their email address
5. On Policy:
a. Go to policy action
b. Email Template
c. Renewal Review
d. Renewal Review of Current Coverage – Auto Policy or Home Policy
e. Click Email
f. When email pops up in Outlook: make sure to put a space after the web address so that it will turn blue and be a click able link
g. Click Send
h. Yes to follow up reminder
i. No Reminder
j. Make check mark on report sheet to the right of clients name, that renewal email has been sent
Second Step: Renewal Questionnaire Received:
1. The renewal questionnaires will come into the leads email, they will not go into IQ
2. Review all the information received on the sheet
a. Look for any coverage discrepancies
b. Look for any up sell or cross sell opportunities
3. Prepare information and follow up with client
Requests For Underwriting Information
Return Mail - Following Up On Returned Mail:
Open client file in Partner.
Review notes under the Client folder and the Policy folder(s) for any recent notes on an address change. If the address has recently been updated, skip to step #27.
If no recent notes, continue with step 4
Call insured. Advise we have received mail returned by the post office.
If able to reach, get the new address & verify on the USPS website(link on home page of intranet) while on the phone with them and then print Clint Change – Address Only(Go ahead and verify phone numbers too then update in Partner and with company)
If able to reach and client advises address we have is correct, advise client we did receive return mail and must be a post office error and if we do receive any more we will let them know.
If unable to reach insured and resolve the address problem, continue by sending an email.
If client does not have an email address, skip to #18
Click “Policy Action” button at the bottom left of the screen (be sure to select the policy that corresponds with the returned mail).
Choose “Email Template” in pop up list. The Email Template window will appear. In the “Include Category” field, select All Letters.
In “Select An Email Template” section, click on the second letter, “Address Change?”
In the “Select Who To Send The Email To” box, select the insured. The insured is always first in the list.
Click “Email” button. Letter will pop up on the screen.
Click “Save”.
Click “Email”.
Click “Send”.
A pop up box will appear, asking “Set Up A Follow Up Reminder For This Letter?” Select yes.
“Add A Note” box will appear.
In the box that appears, leave the pre-filled Title Section as it is.
Move cursor to the text box. Make a note that ‘we received returned mail item, and sent email to insured. Filed returned item in daily work.’ Also note that you attempted to reach by telephone.
Make note to follow up in 30 days.
Close out of policy.
Open returned mail and place yellow return sticker on the first page of the returned mail.
Discard the envelope and remaining pages of item. *SEE NOTE*
File in daily work tray.
If returned mail is received and there is already a reminder made to follow up about it, just file the returned item and make a note about it.
If we do have notes that insured has updated address within the past month:
Click “Policy Action” button.
Choose “Add A Note” in pop up window.
Make a note in the pop up box that we received returned mail, and filed without taking any action because address was recently updated.
Close out of file.
Open returned mail item and place yellow return sticker on the first page of the returned mail. Keep FIRST PAGE ONLY. Discard envelope and remaining pages of item. *SEE NOTE*
File in daily work.
Note: For big policy packets, do not discard any of the pages, and write DO NOT SCAN on first page and make note that they are not being scanned. These can be accessed via the company website in the future.
Following Up:
1. When the follow up reminder date comes up, check to see if we have gotten any more returned mail in the past month.
2. If yes: Print Client change – Address Change – No Valid Address
3. If no: simply clear the reminder.
Salvage Titles
Below are some claim notes on salvage titles as this is not addressed in the NC policy contract. Most companies will provide comp/collision on salvage titles if the vehicle has been repaired.
Notes from Mark at Progressive
So yes you can add physical damage to a repaired salvage, just note and please advise the customer that in the event of a loss the following will occur:
1) If repairable, but the prior repair was poor or insufficient which now warrants a replacement, the customer will be responsible for the difference, but will get a report estimate showing such and they can on their own go back after the original party responsible if possible (Meaning they didn't sign any waivers or "As Is" contracts upon purchase);
2) If total loss, and there are undamaged panels from the loss (IE - Person in our loss has front end damage, but from the prior salvage repair they had their rear end repaired and not correctly) that are damaged due to salvage repair or value is less than if not salvage repair prior to loss (IE - salvage certificate is printed on title deeming it a loss in value then one not a salvage repair), then those deductions will be taken at time of loss;
Only one note of "Salvage" across the top of the Title is enough to warrant review of undamaged parts at time of new loss.
Not sure if NC distinguishes between Salvage Repair or Salvage, but any wording of Salvage across top of title will denote a future potential depreciation if prior repairs not done properly.
The reason for the distinguishing factor of Salvage vs Salvage repair is that Salvage Repair means the vehicle was totaled due to cost of repair vs. total; however, Salvage alone denotes
the vehicle was totaled due to structural integrity being compromised in the framework, and repair would not bring vehicle back to Pre-Accident condition to withstand another huge hit. Therefore,
the "Rebuilder" would have bought it at auction and rebuilt the vehicle with new frame parts and resold; whereas, in the first example of salvage repair, they would have just repaired/replaced damage parts and resold or reused if was an original owner issue.
Scanning - How to Scan
Open Adobe Acrobat Professional.
Click “Create PDF” button (located in the center of the task bar).
A drop down menu will appear. Click option, “From Scanner”.
Click “Scan” button. (Verify that "Recognize Text using OCR" is NOT checked)
Another box will appear. Click on the button “custom settings”.
Below that click "Adjust the quality of the scanned picture"
Make sure set to: Resolution: 200 DPI, Picture Type: Black & White picture or text, Brightness: 0. Then click OK.
In the same box, near the bottom, change the setting to “Letter—Paper Size to 8.5 x 11.”
Count pages. Write number in top right corner of cover page.
Place items to be scanned in document feeder. All documents should be face down, facing the same direction.
Scan in Pages of 5 as this works best.
After all documents have scanned, an “Acrobat Scan” box will appear. Click “Done” button.
Make sure number of pages scanned matches number of pages in the application. This is VERY IMPORTANT!
If the number does not match, you will need to rescan the documents.
Go to “File” in top left corner.
Choose “Save” in drop down menu.
Save documents in the “Scanned Files” folder. This can generally be accessed through the Desktop part of the computer.
In the “Scanned Files” folder, choose “Applications--Signed” subfolder.
Type insured name & document description in the “File Name” box. (example: Ashlee Phillips auto app, or Ashlee Phillips home app, etc)
Click Save and then close out of the document, NOT adobe program.
Staple all documents.
Note Check List Cover Page with initials & date, indicating the signed application has been scanned and filed.
Scanning Day Files:
Sort file in the following order: (Do not remove paper clips until after sorting)
Daily download reports (if you do not have a download report, use a piece of scrap paper and put the date on the top of the page)
Receipt reports (you will not have these everyday)
The remaining pages should be alphabetized by client's last name or business first name.
Remove all the paper clips and put back in paper clip holder.
Now count the pages by groups of five and turn over in alternate directions until all pages are counted.
Turn this stack of paper back over and write the page count and your initials on the upper left hand corner of first page of the daily report or scrap paper.
Scan file in groups of 5 pages as it’s easier to see if you’ve missed a page and verify after each group that all pages were scanned.
Once you are finished scanning entire file, verify page count matches and then save file.
Save scanned file under Day Files Scanned folder and name it Date Day File (Use this format: MM-DD-YYYY Day File) Add your name to the end if working remote and scanning your own day files.
Once scanned and page count verified, the paper can now be used as scrap paper or shredded for pages with both sides used.
Miscellaneous items:
You are only scanning front pages and not backs of pages. (Make sure scanning set to single-sided)
Returned mail – attached yellow sticker on outside of envelope to first page of returned mail and scan (no need to scan envelope);
If you have something that is not a full page, tape to the back of shred paper in order to make scanning easier.
If you missed a page or had to put a page at the end or wrote wrong number, make a comment on the pdf of the error. (in pdf file, go to Comment -> Note)
Spouse - Add - New name for client
When a client gets married and their last name is changed, please follow the steps below.
1. Get info for new spouse
a. Name
b. DOB
c. NC License Number
d. Years Licensed
e. Violations
2. Get new last name for our client
3. Try to combine spouse’s vehicles to our clients policy and explain the savings
4. If client does not want to add spouse’s vehicles, get proof of coverage for spouse.
5. Print Partner Letter - Client Change - Spouse - Add - New name for client
6. Follow steps on letter
Tapco - Prime Rate Finance Cancellation Notices
1. Make a follow up reminder in partner a few days before cancel date.
2. File sheet in day file.
3. On reminder date, call Tapco and see if payment has been made.
4. If yes, make note.
5. If no, call client about making payment.
Testimonials
Audio Testimonials:
When you are speaking with a customer, and they would like to leave their recorded audio testimonial, transfer them to extension 17.
Go to client tab: Add a Letter: Testimonials - > Audio Testimonial by Client
Click Save: Click Close: Yes to set up reminder: Make follow up note for Brian a week out.
Email request for Testimonials:
When you are speaking with a customer, and they would like to give a written testimonial, send them the letter in Partner that requests a testimonial.
Advise them to click the link included in the email, and this will take them to our website where they can leave their testimonial and their story will become a part of our website.
Go to client tab: Email Template: Testimonials - > Can you help us with your testimonial?
Click Email: Yes to set up reminder: Make follow up note for Brian a week out.
Three Step Cancellation Follow Up
Check for current policy status. If policy is “Active” clear the reminder and move to the next item on your list. No further action is needed. Check both the status in Partner, and on the insurance company website. If there is a discrepancy, rely on the information provided on the insurance company website first.
If policy is still cancelled, Step 1 is a courtesy call to the insured. A courtesy call script is included in this section of the employee training manual.
If you reach insured, and transfer call to an agent, make a note that you have done so, and clear your reminder. No further action is needed.
If you do not reach insured, or leave them a voice mail message, it will be necessary to do Step 2, sending the “Final Cancellation Email” from the Policy Section of the insured’s Partner file. If the insured does not have email, it will be necessary to print the letter and send via US Mail.
After sending “Final Cancellation Email”, the notes screen will pop up. Make a note that you called & left a message (or unable to reach insured, whichever the case may be). Also make a follow up reminder for Casey. Make a note for Casey to ‘check the SOC status’, and set the follow up date approx. 60 days from today.
Be sure to clear your reminder for today before closing out of the file.
Trampolines
Click here to find out info on writing home policies with Trampolines and which companies will write a home policy with a trampoline.
Verifying Coverage: When An Auto Dealer Calls To Transfer Coverage
If an auto dealer calls to verify insurance coverage for a vehicle not listed on the policy, before verifying any coverage we must:
Verify with the insured that they wish to transfer coverage.
Have the auto dealer make the request in writing.
Note: All third party requests have to be in writing. If the dealer does not want to do this, advise that his only other option is to have the insured call us with the information.
The request can be faxed or emailed to the auto dealer, at their preference. Please obtain the fax number or email address, telephone number, and name of person. Then,
Pull up Policy in Partner.
From Policy Action button, choose Add A Letter (at top of list).
The Select A Letter box will appear. Choose “Dealer” from the Include Category menu.
Select Request To Add Vehicle letter.
Select Preview Letter.
Add name, fax number, & telephone number of auto dealer (or person trying to add vehicle) to the letter in the appropriate fields.
Select Save.
Select Print.
Select Close.
Choose “Yes” to Do you want to make a follow up reminder? Box.
Make notes in the Notes box.
Choose None for future reminder date.
Fax (or email) form to auto dealer.
File in agency file.
When A Customer Calls In For A Brand New Quote
If a customer calls in by telephone for a new quote (meaning we do not have the information needed to provide a quote; not a previous lead already in our system), please direct them in the following manner:
First, get the name & telephone number. Do a Client Search in Partner to see if we have any information on file.
If not, proceed:
Do you have access to the internet? If so, you can visit our website at bpquotes.com to submit your information. The site is secure, and will submit the quote request to one of our agents who will call you right away to discuss your insurance choices.
No access to the internet, then:
No problem! Let me get some preliminary information, and I will have an agent call you as soon as possible to discuss the quotes with you.
Add New Client to Partner, and collect all the information to fill in the fields (as you normally would when adding a new lead).
After collecting the information, thank the caller & hang up. Save the new client, and open the Add A Letter tab. Under the "quotes" category, open the "auto" quotes letter & print. Fill in the time of the initial call, and give to an agent for processing.
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Special note: if the caller is difficult to understand, or spelling of name is completely alphabet soup, direct them to the website only to submit their information. It is too frustrating & time consuming to try & do otherwise.
When A Lienholder Calls
If a lienholder calls to verify coverage for an insured, do the following:
1. Open customer file in Partner
2. Open appropriate policy
3. Open insurance company website
4. Access customer file at company website
5. Verify policy status. If active, proceed. If cancelled, or cancel pending, advise lienholder of status, and date the policy cancelled. Do not verify any additional information, and instruct lienholder to have insured call us to reinstate coverage.
6. Verify the vehicle & lienholder information that we have listed for accuracy.
7. Answer any questions the lienholder may have regarding policy. It is likely the lienholder will ask for company name, effective and expiration dates of policy, policy number, and deductibles.
8. Return to Partner.
9. Make notes in Partner in the appropriate policy tab.