Additional Information

• Follow Agency Standards 

• Complete tasks under two minutes immediately and document.

• Reach out with 1 phone call email and text + 1 more extra follow up set a deadline 

• Not documenting on the management system with the caller on the phone. 📞

• Not attaching required documentation to file 📂 

• Not following up on tasks to be completed 📝

• Delaying getting documentation into the system. ⌛

• Allowing them to email you and not use the client center 📧 

• NOT using the management system - Omitting notes with adequate documentation or following the checklist.✍🏻 

💡PRO TIP: 

• If any of these issues arise from a newly bound or recently rewritten policy, the policy must be returned to the originating agent who wrote the policy. The agent should speak with the insured before any reassignment occurs. It is essential that we maximize upfront underwriting and handling of subjectivities. We must also ensure that the client and agent is fully aware of all discounts and onboarding processes from the carrier.

• These include the following processes but are not limited to: underwriting cancellations, recommendations, additional information, inspections (completed or not) 

• Some other examples but are not limited to: installing dashcams, enrolling in UBI (Snapshot, Intellidrive), providing proof of repair, garaging address verification, opting into a paperless discount, etc.

• Renewals will be handled by the renewal team in your department

Input & Edit Checklist in Ezlynx

• Apply this Label: Additional Information Labels🏷️

Upon receiving the document or email containing additional information: 

• Thoroughly review and document each item. Crucially, add each specific additional information item directly into the corresponding Ezlynx checklist. This allows for easy tracking and management within the system. 

• Be precise in your descriptions within the checklist (e.g., "Need Proof of Prior" ,"Snapshot Not Complete", "Paperless Discount lost"). 

Contact Insured 

• Contact the insured via phone or email

• Clearly explain the reason for each additional infromation, the specific action required, and the deadline for completion, documenting the communication method (phone/email), date of contact, and the deadline in the client file.

• Clearly explain the potential consequences of non-compliance, such as policy cancellation, non-renewal, or a premium increase.

• Request required documentation via client center or email (providing client center link if applicable) and state the submission deadline; upon receiving completed recommendations, check them off the checklist.

• Follow up with the insured 1 time before the deadline, documenting the date and details of all interactions.

Communicate with Carrier  

• If they did comply: Once proof of completion is received, submit the documentation to the insurance carrier. Include the policy number and detailed information about the recommendation being addressed.

• If they did NOT comply: Notify the carrier of this and close out the task (document this in the system).

This is the section where we outline all of the hairball, wonky things that can happen so we have a Plan B ready to go. 😱

Here are some options for the what if situations that may arise. We want to empower you with a plan rather than having to scramble. 💪

🤔 What if the home is Vacant?

• Ask the client to advise the reason why and what they plan on doing? If they are not moving in within 30 days we need to place coverage elsewhere. Speak to your team lead.

🤔What if the home is under foreclosure? 

• Confirm this with the client and advise that we need to keep the policy active until either the home is sold or out of foreclosure. Let them know once coverage cancels we cannot get it back.

🤔 What if the customer does not reply?

• At your discretion and depending on the severity of the concern use Postal Mail

🤔 What if the contact information is wrong?

• Use Postal Mail and send the Bad contact memo. 

🤔 What if the client does not respond, how many times should I follow up?

• Follow up no more than 2x (text, email, call) remember to set a deadline and let client know upfront. Let the carrier know in writing or over the phone the fact that the insured is not responding. Close out and let carrier know. 

• At your discretion and depending on the severity of the concern use Postal Mail

🤔 What if the carrier is unresponsive? 

• Let your team lead know

• Voicemail

• Voicemail Full/Not Setup 1 (1 Steps)