Certificate of Insurance Request🧾

• • Follow Agency Standards

  • WOW Customer Service! Educate clients on different ways to obtain proof of insurance digitally, whether through a carrier app or website.📱

  • Apply the label Certificate of Insurance 🏷️

  • Process the request in 1 hour time frame per agency standards

  • Reach out with 1 phone call, email and text; document with Labels.   

• NOT getting certificate requests in writing and taking them over the phone, training them that the staff and agency’s time is not valuable 👶 

• NOT reviewing the policy to make sure the client has the correct policy coverage🚨

• NOT attaching the policy endorsements to the certificates🙅  

• Not adding policy endorsements to the master remarks 

• NOT training clients on Client Center 

• NOT documenting what you did 

• Certificate Holder Naming: List certificate holders by their full legal name, even if the request uses a partial name, abbreviation, or acronym. If the full name is unknown, follow the request. Use the suggested address in Ezlynx if provided.

• Do not duplicate Certificate holders. Use and update the database in Ezlynx Streamlined Master Certificates in EZLynx

COI Forms Tracker 

• COI Forms Tracker and explainer video

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 there is a Progressive Trucking Policy? 🚚

• They have GL, On hook Cargo and PD all in one policy and you need to break these out on the master COI

🤔What if we receive a request from a 3rd party? 🚚

• Ask for approval from our insured to issue the certificate on their behalf.

🤔What if the additional insured endorsement requires a written contract or other provisions? 🚚

•  We need to verify that a contract or other provisions for the additional insured apply BEFORE issuing the certificate. If not, do not issue the certificate.

🤔What if the client does not have access to client center and wants to get setup?

• Confirm with the owner we can add them to the account and proceed to completing in the details tab (add as contact and enable client center) send them the Certificate Self Service Certificate Complete email template

🤔What if there are Master COIs with Same LOBs (Auto Commercial)?

• AL means auto liability APD means physical damage MTC means motor truck cargo

🤔What if there are Multiple Master COIs?

• In some cases, we will have master COIs. For example, a contractor has a snowplow policy or a fidelity policy that is separate from their main operations or will not fit.
  
  

🤔What if we need a rush request? 

• Get with Team lead approval Issue Quick Proof of Insurance Change Requests

🤔What if you are unable or do not know how to access the carrier website? 

• Alert the team lead to help you with this

🤔What if the customer ONLY wants to receive documents via Mail

• Tell the client our preferred method is email or client center. We will mail out the documents as a courtesy but we need to onboard them to do business digitally. Use Ezlynx for postal mail.

🤔What if they are renting equipment? 

• We can provide a certificate with general liability (which is most likely what they have). Almost all General liability policies will exclude rental coverage or have a low sublimit. Check the policy for an inland marine endorsement. 

• We need to know the following:

• Year, Make, Serial of equipment. Value and what type of equipment is this? 

🤔 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?  

• Reach out with an email, text, and call and let the client know upfront; document with Labels.  Let the carrier know in writing or over the phone the fact that the insured is not responding. Close out and let the 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.

🤔What if we do not have the documentation from a carrier that does not download

•  Contact the carrier and team lead for assistance

🤔 What if the insured is asking for a certificate of insurance "For informational Purposes Only"?

• Go ahead and issue this upon insured request.

🤔 What if the existing master certificate of insurance is incorrect?

• Document what was not correct and make a new master certificate. Quality Check the issue and let Carlo know.

🤔 What if the insured needs their physical address on the COI? 

• Advise an Account Manager for review, then change the address in the master. Send the COI,  once it is completed, update the master with the mailing address again. 

• Client Center Recommend 

Customer: Hello, I am calling in to get ID cards or a Certificate of Insurance. My name is XXXXX

Agent: Good morning/afternoon, XXXXXX. Are you at the ADDRESS? Is your call back number 999-999-9999? And is a good email still test@tesmail.com?

Customer: Yes, that is correct

Agent: Were you aware that you have 24/7 access to your proof of insurance? You can log in online to see them and print them or make a certificate of insurance. You don't even need a password, you just login with your email. And if you have a GMAIL account you can automatically login

Customer: I was not aware of that

Agent: Can I text or email you instructions on downloading them into the website, and finding your ID cards?

Customer: That would be great

Agent: Great, I just sent over the link to access your policy (use the client center share link text and email) 

Guidance on Client Center (see Ezlynx) 

• Client Center Refusal

Customer: Hello, I am calling in to get ID cards or a Certificate of Insurance. My name is XXXXX

Agent: Good morning/afternoon, XXXXXX. Are you at the ADDRESS? Is your call back number 999-999-9999? And is a good email still test@tesmail.com?

Customer: Yes, that is correct

Agent:

Were you aware that you have 24/7 access to your proof of insurance? You can log in online to see them and print them or make a certificate of insurance. You don't even need a password, you just login with your email. And if you have a GMAIL account you can automatically login

Customer: I’m not interested in that

Agent: Having access to your account digitally would allow you to have everything at your fingertips at every renewal. What concerns you about having them digitally?

Customer: I am not computer savvy

Agent: You don't even need to remember a pesky password, you just login with your email. And if you have a GMAIL account you can automatically login. I just sent over the link for your access your account client center share link 

Customer: Can you just email me a copy?

Agent: Sure, I will send the link to you and it will bring you right to the ID Cards. 

Guidance on Client Center (see Ezlynx) 

Compliance and Claims Risk Note

Important: Licensing and Claim Validity (B&M Inclusive)

When processing or reviewing claims, particularly those involving B&M inclusive coverage, producers and administrators must be aware of state licensing requirements.

A claim may be potentially denied if the state where the covered risk is located, or where the claim originated, is not a state where the agent, agency, or carrier is appropriately licensed to operate.

Always confirm that all entities involved in the policy and claim process hold the necessary state licenses to avoid potential claim denial issues.

For the B&M Insurance Group Policy Service Center, you can review their claims process here: B&M Insurance Group - File a Claim