Embedded Files
Mission
Mission
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 🤝.
Standards and Desired Outcome
Standards and Desired Outcome
Follow Agency Standards
Evaluate client requests and assign to the appropriate person.
Complete tasks under 2 minutes immediately and document.
Set completion dates and notify clients for tasks that cannot be completed within 2 minutes.
Reach out with 1 phone call email and text + 1 more extra follow up set a deadline
Unacceptable Actions
Unacceptable Actions
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 📧
NOT using the management system - Omitting notes with adequate documentation or following the checklist.✍🏻
Steps to Make the Process Ridiculously Amazing For Our Client
Steps to Make the Process Ridiculously Amazing For Our Client
💡PRO TIP:
If any of these issues arise from a newly bound or recently rewritten policy, the policy must be returned to the originating agent who wrote the policy. The agent should speak with the insured before any reassignment occurs. It is essential that we maximize upfront underwriting and handling of subjectivities. We must also ensure that the client and agent is fully aware of all discounts and onboarding processes from the carrier.
These include the following processes but are not limited to: underwriting cancellations, recommendations, additional information, inspections (completed or not)
Some other examples but are not limited to: installing dashcams, enrolling in UBI (Snapshot, Intellidrive), providing proof of repair, garaging address verification, opting into a paperless discount, etc.
Renewals will be handled by the renewal team in your department
Inspection Not Complete
🏷️Apply this Label: Inspection Not Complete
Contact Insured
Contact Insured
Text, email, and robocall insured regarding pending inspection.
Explain potential policy cancellation/non-renewal due to non-compliance.
Provide inspector contact information. (Automation: Triggered by inspection request OR our new warning, text and email for any new home or dwelling fire policy)
Schedule Inspection
Schedule Inspection
Request 3 available dates/times from insured.
Send to inspector.
Confirm Compliance
Confirm Compliance
If the inspection was not completed advise the carrier. Let the insured know that they will need to get coverage elsewhere.
If the inspection was completed confirm with the carrier and if any recommendations need to be completed.
What Ifs
What Ifs
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 we received an inspection results document?
When you receive an inspection result, if there is any word or requirement about recommendations, just run the recommendations label going forward.
🤔 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.
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🤔 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 carrier is unresponsive?
Let your team lead know
Scripts and Templates
Scripts and Templates
Voicemail
Voicemail Full/Not Setup 1 (1 Steps)
Automations and Labels
Automations and Labels
Automations
Automations
This section displays the automations that are currently active, the message being conveyed, the intended recipients, and the frequency of execution.
Labels
Labels
This section is where you can view the labels to be used and determine if they are automated or not.
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