Carrier Training/Login

We need to decrease the number of emails and length of time it takes to solicit renewals, process a change or pay/check a bill or file a claim. This will improve our turnaround time and customer service. 

Can everyone access the carrier website with their own login?
Is there a video showing them how to navigate the carrier website?
How are policy changes or renewals done?
Do they download?
How do we retrieve documents?
Do they download or are they a manual carrier?
How do we file claims?

Ezlynx Chrome Extension needs to be on all users' workstations.

Once we get enough training we will start requesting training with all carriers

Carrier Login/Website

• Product Knowledge: New hires grasp insurance products, regulations, and risk assessment procedures.

• System Proficiency: They learn essential insurance carrier systems and quoting tools.

• Customer Service Expertise: Training emphasizes effective communication, policy explanation, and claims handling.

• Compliance: Understanding of insurance regulations, privacy laws, and ethical conduct is ensured.

• Confident Sales & Service: New hires can confidently explain products, underwrite policies, and address customer inquiries.

• Operational Efficiency: They efficiently use systems and processes to minimize errors and maximize productivity.

• Customer Satisfaction: New hires provide exceptional service, leading to satisfied policyholders and higher retention rates.

• Risk Management: They understand and apply risk assessment techniques to ensure responsible policy issuance.

• Ignoring employee feedback or concerns, lack of transparency in decision-making.

• Not actively participating in the company’s employee engagement activities

How We Track

• Quarterly Games Suggestion Form 💡

• Announcements Page / space 

Author/POC: Carlo Ferrara

Have a question about this process? Ask it here: Process Update 

• Send an email to: Operations@streetsmart.insurance to request a carrier log-in and CC: Carlo@streetsmart.insurance

• Indicate your role and reason for the request of Carrier Access

• Please be advised that Everyone should be using RoboForm whenever you login to carrier sites and refrain from sharing passwords. 

• Make sure to always follow the agency standards. 

Email Draft is below to send to each carrier for training requests. Email the marketing representative. If a carrier has both commercial and personal lines marketing representatives like Progressive and Travelers be sure to email both marketing representatives. 

Subject: 

(Agency Code) Training 

Hello,

Our agency would like to setup training to go over:

Quoting (Commercial and Personal)

Document Retrieval 

Billing. Pay/Check Billing/Place on EFT

Claims/Ordering Loss Runs

Download Resend 

Endorsements 

Audits (how to access them)

Underwriting Memos or Alerts

View Underwriting Guidelines

User management

Can we record this meeting to show other agents in the agency? We use Zoom, will you be ok using this platform?

Lorie will track Video the following 

How was the change request sent?

How was renewal solicited? 

How was the claim filed?

We are checking the manual policy, claims, and policy change request quality assurance reports

When this report is done, add to quality assurance report page

Agents, take a moment and complete the information on Google Sheet: 

Enter this information and use a different color text. If there is an online portal, shoot a Loom video and share the link in the Google Sheets and Lorie will create a bit.ly link and update it. 

• Training Setup?- Let us know if you set up training with the team for this carrier 

• How are changes/renewals being done?- This is for Lorie to track on what is happening.

• Videos- Website how to?- If they have a website give a brief video on how to access the website and do things like billing, changes, loss runs, cancellations, claims etc..

• Videos- Add user to website?- If they have a website give a rundown on how other people can add themselves as a user OR who they need to contact to get a login.

• Policy Changes- How do we do this? Is it email or online. If it is online just make sure to have a Website How to Video done and just state online. If it is email just say email and provide email. This is extremely important to update as some carriers now offer online endorsements or the ability to get renewals online.

• Document Download- Where do we get documents? If it is online just state online and make sure the website how to video is done. If we need to email then state email and provide an email.

• Download or Manual - Does this carrier download policies into the management system? If yes, state Download. If they do not download certain policies, mention that. Example of that, Utica First downloads all policies except Commercial Umbrella.

• Claims- How do we file claims? Is it online, email or over the phone? We can complete the Acord loss notice and email it and then call it in