Deceased

• Follow Agency Standards

• Resolve client needs in one call whenever possible.

• Verify and update client contact information.

• Acknowledge all calls and emails on the same day with an estimated response time.

• If resolution is not immediate, set a clear follow-up time and document it.

• If the client asks something that you do not know the answer to, tell them to please wait while you get an account manager. 👨🏻‍💼

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

• Disclosing policy information without proper documentation.

• Cancelling policies prematurely.

• Failing to communicate effectively with the executor and carrier.

• 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 📧 

• Determine the type of policy (personal or commercial). This will dictate the subsequent steps.

  • • Personal Lines:

      • • Spouse Alive: If the spouse is living, process a name change (First & Last Name or Marital Status Change) as needed.

        • Spouse Deceased: If the spouse is also deceased, contact the carrier to determine if the policy can be endorsed to reflect the "Estate of [Deceased's Name]." If the carrier does not offer this option, the policy will need to be rewritten with a carrier that supports "Estate of" endorsements.

        • Property Occupancy: Ascertain the occupancy status of the insured property. If vacant, inform the executor about the need for vacant property insurance. If occupied, obtain an "Estate of" endorsement on the DP3 or HO policy, ensuring compliance with carrier guidelines. Note which carriers write "Estate of" on their forms.

        • Auto Policy: If the deceased was listed on an auto policy, identify other drivers and vehicles on the policy. Contact the carrier to determine if the deceased driver can be removed. If the deceased was the named insured, the policy will likely need to be rewritten due to credit scoring implications. Do not cancel the policy until confirmation that the license plates have been returned to the DMV.

    • Commercial Lines:

      • • Ownership Change: Inquire about any potential ownership changes resulting from the insured's death. Consult with the carrier to understand the specific requirements and procedures for handling such changes.

        • Commercial Auto: Follow the same process as personal auto policies regarding other drivers and vehicles.

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 client doesn't want to provide a death certificate?

• Most funeral homes have an online one like this one: Online Obituary  Check with the carrier to see if they will accept it. You need to confirm ownership of the items (home, vehicle, etc)

🤔 What if the executor refuses to provide documentation?

• Explain the legal and policy implications of withholding information. Consult with legal counsel if necessary.  

• In some cases, an obituary will work online so do a Google search for the person that was deceased and some funeral homes will share that information or papers will share it as well. Get with your team lead on this.

🤔 What if the carrier denies "Estate of" endorsement?

• Explore alternative carriers that offer this option

🤔 What if they want to cancel policy?

• Let them know that we really don’t want to cancel a policy unless proof of coverage is in place elsewhere or the plates are turned into the vehicles. Follow Client Cancellation Request 

🤔 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 contact information is wrong?

• Use Postal Mail and send the Bad contact memo. 

🤔 What if the carrier is unresponsive? 

• Let your team lead know

• Voicemail

• Voicemail Full/Not Setup 1 (1 Steps)