General Inquries💭

• Follow Agency Standards 

• Complete short tasks (under 2 minutes) immediately.

• Schedule and document longer tasks.

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

• NOT following up on assigned tasks.

• NOT utilizing the client center, allowing email submissions.

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

Assess Client Needs

• Document needs/concerns.

• Coverage and Discussion Details: Confirm coverage, document discussion details.

• Confirm no other SOPs (Standard Operating Procedures) apply

Set Expectations

• Task Assignment and Action Planning: If the inquiry requires a specialized teammate, transfer the task within Ezlynx, including all notes.  Otherwise, determine the necessary actions. 

  • If the task can be completed in under two minutes, complete it now, document the action taken, and attach any relevant documents. 

  • If the task will take longer than two minutes, create a detailed task/reminder in Ezlynx with a realistic due date. Communicate this completion date to the client.

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 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.

• Voicemail

• Voicemail Full/Not Setup 1 (1 Steps)