When clients call 📞 in or walk 🚶♂️ into the office, the agency staff must document 📝 files properly in the management system 💻. This will help coworkers complete something if you are away 🏖️ and assist with any E&O ⚖️ claims the agency may face 🤔. Office staff will have a detailed plan and understanding 🤔 of the processes and procedures 📋 for documenting files 🗄️. This will make the process smooth 👍 for the agency staff and clients 🤝.
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.✍🏻
Document needs/concerns.
Coverage and Discussion Details: Confirm coverage, document discussion details.
Confirm no other SOPs (Standard Operating Procedures) apply
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)
This section displays the automations that are currently active, the message being conveyed, the intended recipients, and the frequency of execution.
This section is where you can view the labels to be used and determine if they are automated or not.