If it's not in the management system it didn’t happen
Under promise over deliver
Be responsive
Check your work
Embrace change with positivity
Be professional at all times
Ask for help
Solutions not statements
Always use Catch Me Up for a better experience
Organize Content Effectively:
Move activities to relevant discussions and rename discussions for clarity.
Add documents to correct folders, following established naming conventions.
Associate documents and discussions with the appropriate policy.
Use and Edit Checklists!
Maintain Accurate Records:
Always update contact information, ensuring no duplicates.
Utilize Pinned Notes for key information (excluding sensitive personal or financial data).
Protect Sensitive Information:
Never include payment information or Social Security numbers in notes or emails.
Use Privnote for payments or the designated details page for securely storing this data.
Quick Tips for Folders
Pin Folders to top in docs tab
These folders will automatically be created based on activities in the system
Submission
Carrier eDocs
Certificates
Call Recordings
Audits- requests, results
Additional Information
Application
Binder
Claim- police reports, estimates, claim photos
Invoices- Cancellation, Policy Change, New Business, Renewal
Miscellaneous- Correspondence, Discount Verification, Driver's Licenses, Inspection Photos, Registration, Mortgagee information, Deed, Certificate of Incorporation/Formation
Policy Change Request, Policy Change Request Processed
Recommendations- Recommendation Photos
Renewal Offer- Conditional Renewal Offer
Signed Application
Utica First Survey
Below are new discussion titles. Please be sure that there are no "untitled" discussion titles or ones with the wrong structure. This saves everyone time so we know what we are looking at. Use the labels to make a discussion title and change it (change the CHANGE ME) to provide context. Always link the policy number and move activities into the discussion titles like emails/text messages.
If multiple items come in at the same time we will lump them together)
Using Labels to generate a discussion title Video
New discussion titles:
Audit (dispute, results, not complete) audit results generates when an audit is entered.
Labels- Audit Not Complete, Audit dispute
Additional Information
Labels- Additional Information
Additional Policy (auto generate based on new policy download)
Billing and Payments
Labels- Billing and Payments
BOR (Broker of Record)
Labels- BOR
Claim (based on claim entered in system) Claim not filed based on label
Deceased
Labels- Deceased
General Inquiry
Labels- General Inquiry
Inspection (not complete)
Labels- Inspection not complete
New Opportunity (new Business) (based on sales center)
New Policy in lieu of Customer Inquiries (change WF)
Non Renewal
Labels- Non Renewal
Notice of Cancellation (auto generate based on notice of cancellation and a label is entered) add LOB Cancellation date and reason
Labels- Notice Of Cancellation
Policy Cancellation (auto generate based on policy cancellation)
Policy Change Request - (Adding driver, unit, additional coverage)
Policy Change Request Quote
Labels- Policy Change Request Quote
Proof of Insurance Request
Labels- Proof of Insurance, Certificate
Recommendations
Labels- Recommendations
Renewals (auto generated based on renewal)
Quick Tips for Discussion Titles
Make sure to select the correct discussion title in the workspace and saving from Gmail
Create a new discussion title in Gmail using the label
There will always be generic discussion titles created by Ezlynx such as:
EVA received/sent text
Client Center Requests
Submission Center
Quote By Text
AND MORE
Use Pinned Notes to emphasize important info (no payment info!)
Update Contact info (make sure no duplicate emails or phone #)
For documents created on or before 2024:
We'll create separate folders for each year (2024,2023,2022, 2021, etc.). Keep in mind that this process started in 2024 so you will not see too many 2024 folders as they should be in the proper folders. We transitioned this on 02/24/2025.
Documents will be filed in their respective year-based folders.
For documents created in 2025 and onwards:
They'll be filed in the new workflow folders. 📁