Mail/Hello/Document Retrieval📩

• Follow Agency Standards 

• Use Hello inbox for all communication.

• Tag and share documents correctly.

• NOT using correct naming conventions for documents.

• NOT associating documents with proper discussions and policies.

• NOT sharing documents with clients via the Client Center.

• NOT entering data accurately, especially cancellations and claims.

• NOT using labels correctly.

• NOT saving emails from Gmail using EZLynx integration.

• NOT following folder structure and properly organizing digital activity.

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

Mail Folder (Indexing Status Sheet) / SS Daily Document Retrieval Process

• Everyday look at the Mail Folder for the documents that will be uploaded. 📬

• Review the document. 👀

• Look at the activities on the insured’s account in Ezlynx and check if there’s an activity regarding the document you have. 

• If there is, add a note in that activity and attach it to the activity for the agent that is working on it to see. ✍🏻

• Sometimes, you just need to attach it to the Insured’s policy for documentation if you see that the task or activity is done already. 

• Most of the time, these documents need to run a workflow that is appropriate to the document 

• Update the Streetsmart Insurance Indexing Status Sheet/ Streetsmart Insurance Document Retrieval Status Sheet

• Input the following information based on the document you worked on:

  • SL #

  • Insured’s Name

  • Policy #

  • Folder

  • Document #

  • Status (input the action taken for the task)

Hello Inbox Process

• Check the Hello Inbox every day. 📩

• Hello Inbox receives all the general emails for Streetsmart Insurance. It is important to check if there are any urgent emails that need to be processed as soon as possible. 

• You can forward some emails to the appropriate personnel or other distro in very limited instances such as when there is no account in EZLynx or if you need advice on what to do with the document. 🤔 

• Please check the activities tab and documents tab, if the email/documents have already been attached and processed (For example: Cancellation Notice email, someone already attached the NOC, so no need to attach it, just mark the email as complete and archive it in Hello Inbox - Gmail) 🔎

• Review the activities tab and investigate whether you have to run a WF or create a task note if WF is unavailable for it or you can just attach relevant email or documents. 

• When attaching emails, use EZLynx integration for Gmail (see Ezlynx). To turn this integration on you will have to log in to the Hello inbox under an incognito mode window and complete the authorization from there. 

• Always assign to the appropriate department/personnel.

• There are emails in Hello that are pure advertisements. You can label them as an advertisement and then click complete/archive them. ✅ 

• If you receive suspicious emails, label them as Phishing and mark them as complete/archive them. ⚠️

• If we received a document that there’s no insured or unclear copy, you may forward this to Streetsmart@streetsmart.insurance and ask who this is for, and follow up 📢

• If we receive a voicemail or email requesting a quote and no applicant is existing in EZLynx, we may forward this to Gabriela Chutin to have the appropriate team reach out 📞

• If we received a payment link 💵 and dec page for new business, assign this to Agent 

• We have laid out processes on how to handle each document that we receive 👇🏼

• For Quotes coming from Cover Whale, attach them to the related WF (Mostly "New Opportunity" WF). But if the quote has already been attached, archive the email. The recipients of these quotes are both Hello Inbox and Inquiry Mail.

 Additional Information

💡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 write 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: 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.

Example

Example 2

Example 3

• Download Document 📥

• Find account in Ezlynx 🔎

• Run Service-Additional Information workflow by adding the label.🔖  This workflow will send a text and email when we run. 

• Add to customer inquiry discussion title assign task to applicable team (trucking, commercial lines, personal lines)

• Apply Additional Information Labels

• Upload document  📤

• Name the document as Additional Information ➕ 

• Select corresponding Policy

• Share document 📑

Sorting Mail for Additional Information

• AI=Additional Information

Audit

Pro Tips  💪🏼

• Sort whether an audit is being requested or if there is just audit results 

• For audit requests, be sure not to duplicate them.

Click here to view the archive audit from year 2016-2023 

Processing for Audit

Audit Not Complete/Audit Request/Non-Compliance

Example 

Example 2

• Download Document 📥

• Find account in Ezlynx 🔎

• Run Service-Audit Request/Non-Compliance workflow by adding the label. 🔖 This workflow will send a text and email when run. 

• Add to customer inquiry discussion title

• Apply audit not complete Labels

• Upload document 📤

• Name the document as Audit Request 🕵

• Select corresponding Policy

• Share document  📑

Audit Results/Estimated Audit

Example 

Example 2

• Download Document📥

• Find account in Ezlynx🔎

• Enter the audit on the correct term as described here Audits 👩🏻‍💻

• Add to customer inquiry discussion title, then apply the audit results Labels 🔖

• Upload document 📤

• Name the document as Audit Results  📂

• Select corresponding Policy

• Share document 📑

  • If Below 10% let the carrier bill the insured and close out with notes as to why you closed out. If an Agency bill assigns tasks to accounting to invoice the insured. Add to note to reassign tasks to the department front end to follow up for payment.

Above 10% increase, or a non-compliance surcharge, assign a task to the department account manager and add an audit results checklist to the task including the audit result label. 

Sorting Mail for Audit

• AU=Audit Request/Non-Compliance

  • It will usually say the company is requesting an audit or we tried reaching out to the Insured to complete an audit with no response. A common one we see is a carrier asking for a request to cancel to NJCRIB or a carrier asking for cancellation

• AR=Audit Results

  • Document will state audit results or exposures. It will mention class codes and payroll amounts

Cancellation

Processing Tips for Cancellation 

Example 

Example 2

Pro Tips 💪🏼

• Always follow the download and manual procedures below

• If the cancellation workflow has already been run and there is an existing discussion just add to this and do not run a workflow. Confirm the cancellation date and reason is the same first.  🗓️

  • So for example if a cancellation was for 04/20/2023 and the customer pays and a cancellation is generated for 05/20/2023 proceed to running workflow. However, if you receive 2 NOCs for the same date and reason do not run the workflow. 

• If we receive a policy warning correspondence like this from Coverwhale in Hello Inbox/Mail Folder, do not run cancellation workflow. Run Recommendations workflow instead 📝

• If we received notice of intent to cancel from the Finance company 💰 in the Mail, check the finance company first before running cancellation workflow. 

• If we receive it from Hello Inbox, attach the email in EZLynx using Gmail integration, run a cancellation workflow, and assign it to the appropriate team if we need to verify information in a finance company or carrier's site

• If we receive notice of cancellation due to underwriting reasons, run a cancellation workflow and assign this to the appropriate team to get further information from the carrier. 

• We will also treat the past due/late payments and failed installment payment notification from finance companies (commonly Ascend) as Additional Information since there is no cancellation date yet and most of the time, they just need to update the payment information on file. Check the additional information process for guidelines

• When the client requests the cancellation no need to add the cancellation notice commercial/personal/trucking label

• When we receive rescission notice, make sure to put it on the same cancellation thread and add notes

• For Cover Whale policies, when we received an email about "DOT91x filings has been cancelled eff date: 12/03/2024. Proof of filings uploaded on files tab" make sure to cancel the policy in Ezlynx per Jakes advise (October 29, 2024).

Cancellation Workflow in Mail Folder/Hello Folder

Receiving Cancellation Notice From Carriers For Manual Policies

• Search for the insured’s policy in Ezlynx

• Select the correct policy

• Click Actions

• Select Cancel. A pop up will appear.

• Fill in the Cancellation Date box based on the NOC.

• Update: Make sure to select whether it's Commercial/Personal Lines.

• Put $0 in the Cancellation Premium box.

• Add Cancellation Reason in the Description box.

• Click Cancel and Edit Policy.

• Click Save and Close.

• EZ will automatically run wf - Policy Cancellation.

• Attach cancellation doc and share with the insured.

• Update notes in open task.

Click here  to view the mail archive from year 2016-2023 

Cancellation Finance

Case #1  (Past due payment was received first before Cancellation Notice)

• Integrate the email from the Hello inbox (Photo #1) using the EZLynx Integration add-ons. Name the file as Cancellation Finance.

• On the list of workflows on the activity tab, look for an open task about the same due date indicated in the email. If there’s none, use the label Cancellation Finance on the integration process and attach it to the latest own workflow.

• Proceed with ETI to add the same Workflow (WF) that was previously run from the past due of Ascend. 

• Add notes on the task and attach the file.

  • If we receive a Cancellation Notice from Ascend (Photo #2) afterward, attach this to the same task for the Cancellation Finance. On the integration process, use the label Cancellation and name the file Cancellation.

  • Add notes on the task

Case #2  (Cancellation Notice was received first before Past due payment)

• Integrate the email from the Hello inbox (Photo #2) using the EZLynx Integration add-ons.

• On the list of workflows on the activity tab, look for an open task about the same due date indicated in the email. If there’s none, use the label Cancellation Notice (Department) on the integration process. This will generate its workflow inside the Activity Tab. Name the file as Cancellation.

• Proceed with ETI to add the same Workflow (WF) that was previously run from the past due of Ascend. 

• Add notes on the task and attach the file.

  • Suppose we receive an email about Past due payment from Ascend (Photo #1) or a Failed installment payment email (Photo #3) afterward, attach this to the same task for the Cancellation Notice. On the integration process, name the file Cancellation Finance.

  • Add notes on the task

Receiving Cancellation Notice From Carriers for Download Policies

• You will receive cancellation notice from the carrier.  Some carriers do not send cancellation notices rather they will send a cancellation download once the policy officially cancels. 

• Go to your AMS and search for the insured and the policy.

• Check and review the NOC, and check as well if they have pending cancellation WF in the activity if none run cancellation WF by adding the cancellation label (followed by department) and assign it to the Appropriate team

• We will just notify the client of the cancellation but it does not cancel the policy in the system. 

• Assign the task to the Appropriate team and discuss what is the reason for canceling the policy.

• Update the notes and make sure to attach the document

• Share the document.

Receiving Notice of Intent to Cancel From Financing Agencies for Download Policies

• You will receive notice of intent to cancel from the financing Agency

• Go to your AMS and search for the insured and the policy.

• Check and review the NOC, check as well if they have pending cancellation WF in the activity if none run cancellation WF and assign it to the appropriate team

• Update the notes and make sure to attach the document

• Share the document

Advisory for Manual Policies

• If you receive Notice of Intent to Cancel from Finance company, you only need to run a cancellation workflow, no need to cancel the policy in AMS, ONLY cancel the policy in Ezlynx if you receive Notice of Intent to Cancel or Notice of Cancellation directly from Carriers.

Sorting Mail for Cancellation

• CN=Cancellation

  • Clearly it would say NOC or Notice of cancellation with a cancellation date and a reason like non-payment

Claim 

Pro Tip 💪🏼 

• When we received document from insured’s client regarding a claim who do not have an account with Streetsmart, you may add this to the insured’s account and assign a task to Agent

• Also, Sometimes a manual claim may have been set up without a claim number. Be sure to check and match appropriately and do not set up a separate claim Claims⚠️ 

• Characteristics to check before setting up or matching download

  • Date of Loss

  • Type of Loss

  • Policy number

• We should not need to run the Service-Claim Not Filed workflow out. The claim workflow only fires when a claim is set up on the overview page. Claim not filed is something an agent will do.

• We just need to check to see if the claim was set up and if not, then set it up. 

• Sometimes the claim number may be different than what we have because we do not have the claim number.

Processing for Claim

Example

Example 2 

Example 3 

Example 4

• Download Document

• Find account in Ezlynx

• Check to see if the claim was setup if not then please assign to agent 

• If it was already ran then proceed

• Upload document

• Name Document Claim

• Select corresponding Policy

• Share document  

• Look for related WFs in activity, check if there is a need to update notes and attach the received document

Sorting Mail for Claim

• CM=Claim

  • Mentioned the word claim and a claim number or if you receive a lawsuit 

Click here  to view the mail archive from year 2016-2023 

Collection Notices

Processing for Collection Notices

• Save the collection notice to the profile under a billing and payments workflow

• Make sure to share it via email

• No follow-up is required.

Conditional Renewal Offer

Processing for Conditional Renewal Offer

Example

• Download Document

• Find the account in Ezlynx

• Upload document

• Name Document Conditional Renewal Offer

• Select corresponding Policy

• Share document  

• Look for related WFs in activity. Check if there is a need to update notes and attach the received document. 

  • Put in the notes to check what has changed 

Sorting Mail for Conditional Renewal Offer

Click here to view the mail archive from year 2016-2023 

Miscellaneous 

Advisory: 

• Per Sir Carlo 9/15/2023: We do not need the direct draft notices. we only need notices if the banking info is wrong or a payment comes back and of course a cancellation

• When we receive a letter that is just letting the client know an inspection is coming up, we can attach it as Correspondence and share with the insured. Do not run the Inspection Not Complete or Recommendations label.

Processing for Correspondence

Example

Example 2

Example 3

• Download Document

• Upload document

• Name Document Correspondence

• Select corresponding Policy

• Share document  

• Look for related WFs in activity, check if there is a need to update notes and attach the received document

Sorting Mail for Correspondence

• CO=Correspondence

  • Any invoice that is NOT attached to a renewal or miscellaneous information. If you ever see anything other than an invoice than ask Carlo

Click here  to view the mail archive from year 2016-2023

Policy Change Request 

Example

• Download Document

• Upload document

• Name Document Policy Change Request

• Assign a task to the account manager to complete the change request. Pro Tip 💡: If the change request is to add/remove a lienholder, loss payee, or mortgagee, the task would go to the techs, not the AM. 

• Select corresponding Policy

• Share document  

• Look for related WFs in activity, check if there is a need to update notes and attach the received document

Sorting Mail for Change Request

• CR=Change Request

  • Any change request from the insured or mortgagee company

Click here  to view the mail archive from year 2016-2023 

Policy Change Request Process

Processing for Endorsement Processed

Example

Example 2

Example 3

• Download Document

• Find account in Ezlynx

• Upload document

• Name Document Endorsement Processed

• Select corresponding Policy

• Share document  

• Look for related WFs in activity, check if there is a need to update notes and attach the received document

Sorting Mail for Endorsement Processed

• EP=Endorsement Processed

  • Confirmation from the carrier that the endorsement request was processed 

• ER= Endorsement Request

• Typically a mortgagee change or a request from someone to change policy

Click here  to view the mail archive from year 2016-2023 

Incoming Mail/Email

If we receive an email and you are unable to locate the insured in EZLynx 

(please check by name, policy number or contact information provided in the email)

• Forward the email to streetsmart@streetsmart.insurance and ask Agents if they know the insured 

• You may follow up if there is no response after a day or two.

• If the Agents were also unsure about the account, you may reply to the email sender and ask for further information about the risk (such as contact information, mailing address, etc.)

• Once you have the information, proceed to attach the email/document to the insured file and run a workflow or assign a task if necessary. 

• Mark it as completed/archived in Hello Inbox

If we receive voice mail or email requesting for quote and no applicant exists in EZLynx 

• Forward the voicemail/email to Gabriela Chutin to have the appropriate team reach out.

• Mark it as completed/archived in Hello Inbox

If we received a voicemail from Spanish speaking insured

• Forward the voicemail to Gabriela Chutin to have the appropriate team reach out.

• Mark it as completed/archived in Hello Inbox

If we received advertisement emails

• Click on the Gmail label and tag it as Advertisement

• Mark it as completed/archived in Hello Inbox

If we receive a suspicious email

• Do not click on any malicious link. Here's how a phishing email looks. More information be found here 

• Click on the Gmail label and apply it as Phishing

• Mark it as completed/archived in Hello Inbox

If we receive certificate requests

• Save the email and attach it to the insured account in Ezlynx

• Be sure to add this under the customer inquiry discussion 

• Apply Certificate Labels

• Assign a task to Ysobel or Certificates (InsBoss) department in Ezlynx

• Mark it as completed/archived in Hello Inbox

If we receive IRS documents

• Email Sharp Payroll and CC Sir Carlo and Jimmy

• Create a folder in the applicable entity in the accounting drive (StreetSmart in this case) and call it IRS docs and follow up with a response from executive team and Sharp Payroll

Inspections

💡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 write 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: 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.

• For any additional information/recommendations/inspection issues if it is a new business policy written, assign it to the agent.

• For example, I write a policy and then 2 weeks later additional information, recommendations, etc is requested to go to the agent. If it is a renewal or mid-term in the policy go to CSR

• When you receive an inspection result, if there is any word or requirement about recommendations, just run the recommendations label going forward.

• When we receive a letter that is just letting the client know an inspection is coming up, we can attach it as Correspondence and share with the insured. Do not run the Inspection Not Complete or Recommendations label.

Processing for Inspections

• For Inspection requests be sure not to duplicate them.

Inspection Request

Example

Example 2

• Download Document

• Find an account in Ezlynx

• Run-Service Inspection Not complete. This workflow will send a text and email when run.

• Add to customer inquiry discussion title and assign a task to the applicable team (trucking, commercial lines, personal lines)

• Apply inspection not complete Labels

• Upload document

• Name Document Inspection Request

• Select corresponding Policy

• Share document  

Sorting Mail for Inspections

• IP=Inspection

  • A request from the carrier to complete the inspection

Click here  to view the mail archive from year 2016-2023 

Loss Runs

Processing for Loss Runs

• Download Document

• Find account in Ezlynx

• Upload document

• Name Document Loss Runs

• Select corresponding Policy

• Share document  

Sorting Mail for Loss Runs

• LR=Loss Runs

  • Sheet will have dates with policy numbers with loss results 

Click here  to view the mail archive from year 2016-2023 

Non-Renewal

Processing for Non-Renewal

Example

Example 1

Example 2

Example 3

• Download Document

• Find account in Ezlynx

• Run Service-NonRenewal workflow. This workflow will send a text and email when run.

• Add to customer inquiry discussion title assign task to applicable team (trucking, commercial lines, personal lines)

• Apply nonrenewal Labels 

• Upload document

• Name Document Non-Renewal

• Select corresponding Policy

• Share document  

Sorting Mail for NonRenewal

• NR=Non-Renewal 

  • This will state that this policy will not be renewed for specific reasons

Click here  to view the mail archive from year 2016-2023

Policy/Declarations Page

Pro Tip 💪🏼: 

• If we receive a payment link and dec page for new business, assign this to the Agent as advised by Sir Carlo on 10/3/2023

Processing for Policy/Declarations Page

Example

Example 1

Example 2

Example 3

• Download Document

• Find account in Ezlynx

• Upload document

• Name Document Policy/Declarations Page

• If Manual Do a double check to make sure coverage data is active in our system

• Select corresponding Policy

• Share document  

• Look for related WFs in activity, check if there is a need to update notes, and attach the received document

Sorting Mail for Policy/Declarations Page

• PD=Policy or Declaration Page

  • Cover note stating it was a declaration page or a long document or shows a declaration page

Click here  to view the mail archive from year 2016-2023

Binder

Processing for Binder

Example

• Download Document📥

• Find account in Ezlynx🔎

• Upload document📤

• Name the document as Binder 📒

• Select corresponding Policy

• Share document  📑

Sorting Mail for Binder

• BN=Binder 

  • Typically it will just say confirmation of coverage does not include a declarations page so the policy is bound (binder) but we need a declarations page to move to declarations

Click here  to view the mail archive from year 2016-2023 

Quote Proposal

Pro Tip 💪🏼: 

• Most of the time, the Quote Proposal attached to this kind of email is already uploaded to the insured’s account on EZLynx since this email is also being received in Inquiry mail.

• Don’t share the quote proposal files with the insured.

Processing for Quote Proposal

Example

• Search for the insured’s account on EZLynx.

• Integrate the email from the Hello inbox using the EZLynx Integration add-ons. Add this to the workflow wherein the quote proposal was attached. Don’t include the quote proposal itself for this will be redundant.

• Add notes on the task.

Sorting Mail for Quote Proposal

Click here  to view the mail archive from year 2016-2023

Recommendations

Pro Tip 💪🏼: 

• For any additional information/recommendations/inspection issues if it is a NEW Business policy written, assign it to the agent.

• For example, I write a policy and then 2 weeks later an additional information, recommendations, etc is requested and have it go to the agent. If it is a renewal or mid term in the policy go to CSR

• When you receive an inspection result, if there is any word or requirement about recommendations, just run the recommendations label going forward.

• When we receive a letter that is just letting the client know an inspection is coming up, we can attach it as Correspondence and share with the insured. Do not run the Inspection Not Complete or Recommendations label.

• What if the recommendation is not mandatory or critical? 

  • We will still run the recommendations, label and workflow and have the client comply as it could become a critical recommendation in the future.

Processing for Recommendations

Example

Example 1

Example 2

• Download Document

• Find account in Ezlynx

• Run Service-Recommendations workflow. This workflow will send a text and email when run.

• Add to customer inquiry discussion title assign task to applicable team (trucking, commercial lines, personal lines)

• Apply recommendations Labels

• Upload document

• Name Document Recommendations

• Select corresponding Policy

• Share document  

• In the notes, include the emails and phone of the person where we should send the compliance documents in the recommendations WF

Sorting Mail for Recommendations

• RC=Recommendations 

  • The carrier is requesting the customer to complete items to maintain the policy. Usually it will state after we completed the inspection here are the items to address.

Click here to view the mail archive from year 2016-2023

Reinstatement

Processing for Reinstatement

Example

Example 1

Example 2

• Download Document

• Find account in Ezlynx

• Upload document

• Name Document Reinstatement

• If manual, make sure to reinstate the policy. Some download policies will not have a reinstatement transaction, go ahead and reinstate it. 

• Select corresponding Policy

• Share document  

• Look for related WFs in activity, check if there is a need to update notes and attach the received document

Sorting Mail for Reinstatement

• RI=Reinstatement

Pro Tip 💪🏼 It will clearly state a notice of reinstatement. It is different than a request of Reinstatement from a finance company

Click here to view the mail archive from year 2016-2023

Renewal Offer

Processing for Renewal Offer

Entering policy data: Video

Example

Example 2

Example 3 

• Download Document

• Find account in Ezlynx

• If It is a manual policy then renew in Ezlynx. 

• Upload document

• Name Document Renewal Offer

• Select corresponding Policy

• Share document  

• Look for related WFs in activity. Check if there is a need to update notes and attach the received document. 

  • If it is a downloading policy no need to assign a task or renew policy

  • If it is a manual policy check to see if there is an open task to track it. If there is no discussion title or open task then make a discussion with the applicable LOB in the discussion title Name. For example if you have a homeowners renewal then make the discussion title "Homeowners Renewal"  and assign a task to the technician to review 

Sorting Mail for Renewal Offer

• RO=Renewal offer

  • It will say a quote or offer to renew coverage

Click here to view the mail archive from year 2016-2023

Signed Application

Processing for Signed Application

Example

Example 2

Example 3

• Download Document

• Find account in Ezlynx

• Upload document

• Name Document Signed Application

• Select corresponding Policy

• Share document  

Sorting Mail for Signed Application

• SA=Signed Application

  • Signature pages and selections to be made or coverages

Click here to view the mail archive from year 2016-2023

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 I need to find old mail?

• Mail located before 05/01/2024 is located in a shared google drive called Mail and Vonage Archive May 2024 and before. Message operations for access

🤔 What if the recommendation is not mandatory or critical? 

• We will still run the recommendations, label and workflow and have the client comply as it could become a critical recommendation in the future.
  
  

🤔 What if we received NonRenewal notice and Notice of Cancellation, in the same time frame? or vice versa?

• Always run NOC even if a policy has existing NonRenewal WF already and Vice Versa, If a policy has a current NOC and a NonRenewal has been received, make sure to run appropriate WFs separately.

🤔 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?

• 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

Additional Information

Pro Tips  💪🏼

• When receiving an email or document that requires agent attention, do not run as Additional information rather just assign the task to the agent 👨🏻‍💼

• For any additional information/recommendations/inspection issues if it is a new business 🆕 policy written, assign it to the agent.

• For example, I write a policy and then 2 weeks later additional information, recommendations, etc are requested and have it go to the agent. If it is a renewal or mid term in the policy go to CSR

• We will also treat the past due/late payments and failed installment payment notification from finance companies (commonly Ascend) as Additional Information since there is no cancellation date yet and most of the time, they just need to update the payment information on file. 

Click here to view the mail archive from year 2016-2023 

This is the process of Checking, Sorting, Retrieving, and Reviewing the documents that can be found in Different Carrier Sites. 

• Take Note: As some carriers already have the TYPE OF TRANSACTION in their Policy Transaction Details, you can already identify what’s inside the document/what type of document it is. 

• In some carriers that are linked to the AMS Download System, some documents are already electronically generated, hence you don’t need to manually retrieve them anymore. 

• Some Carriers also email the insured, aside from making the documents available in their portal. In these cases, there is no need to retrieve them anymore, as they will only be duplicates. Only those that need RESPONSE/INFORMATION from the insured or POLICY STATUS-related must be processed.

**For any transaction processed, check the DOCUMENTS TAB of the insured in EZLynx if they already have AUTOMATED FOLDERS. If they do not have it, run the FOLDER workflow. 

**Date will depend on when the last retrieval happened. You include the weekends if it’s  a Monday/ You include the holiday if there was a holiday off/You include dated leave if you filed for one before/ you include days you missed if you skipped daily retrieval for a certain day.

**8/8 Update: For Progressive Policies, Additional Info Requests, and Agent Review Memos, specify the details and also break down the Departments.

Types of documents being encountered in Daily Document Retrieval:

• • Attaching Correspondence - For files that are usually like a reminder/ announcement/ transaction that does not need any action from the insured or the departments. Policy affecting reminders that must be shared with the client center. Refer to this guide.

  • Attaching Additional Information - documents or emails that are requesting information needed for the policy for an accurate rate, or if they have incomplete records. **This is automatically assigned to CSRs linked to the account. But this can be changed on a case-by-case basis depending on the account being handled. 

    • Refer to this process.

  • Attaching Agent Review - If you received a document / notice that you are not familiar with or that needs to be reviewed by the Agent/Account Manager.

For Additional Information -  an Additional Information label is necessary to assign a task (this is automatically generated upon usage of the label). For Agent Review, assign the task to the Assigned Producer directly.

Progressive - FAO

Training Video: FAO.avi

1. Log in to Progressive–FAO, click this link.

2. Click the Manage Policies dropdown.

3. Select Policy Activity.

4. Policy Activity will show. Under View Activity By, choose Processed Date to view reports. Select applicable Date Range

• Note: FAO only allows the Yesterday Date. 

• When generating on Mondays, you need to include the Weekends for document retrieval. 

• You can select Last Weekend and Yesterday alternatively, or you can select Last 7 days and just scrub on the appropriate dates to be included.

5. Policy Activities will be generated for the specified processed dates. Click on the Communications Tab. 

6. Policy Activities/Documents will be shown. Click on the Memo link in the Subject Column to view the documents. You can also find the Type of transaction or document in this column. It will generate policy transactions for the day. Sort the documents and retrieve those that are only necessary, such as the transactions that require action from the insured. 

7. New windows will pop up. Click the ACEMEMO link on the Policy Documents window to view the documents. Sometimes, documents will directly load even without seeing this ACEMEMO link. Download the document that will be retrieved. 

8. Tag a separate tag for the insured assigned to the document you will process. Upload the documents you’ve extracted from this carrier to the account of the insured on EZlynx. Make sure to associate with the correct policy upon attaching the documents and to run Workflows if needed/applicable. 

9. Repeat this process for all records found on the Communications Tab of the Policy Activity on FAO. 

10. Always update the SS Documents Retrieval Sheet, based on how many policies you pulled and processed that day.. And the date you need to put in the tracker is the date the memo was effective/processed on their system. if you didn’t get any of the documents just leave it blank. 

Progressive - Policies Need Service 

Training Video: https://drive.google.com/file/d/1dqcpMLp5evLJTzG1hB2ItEO33Sl7n3OO/view?usp=sharing 

**This is added as per Jake’s Request

1. Click MANAGE POLICIES > POLICIES NEED SERVICE

2.  Select 33617 and SUBMIT 

3. Click  CUSTOMER  FOLLOW UP MANAGER

4. Find policies that require contacting the customer. If it’s still UNTICKED, that means it hasn’t been processed yet. 

5. Click DETAILS for the file that needs to be processed, and download it 

6. Tag a separate tag for the insured assigned to the document you will process. Upload the documents you’ve extracted from this carrier to the account of the insured on EZlynx. Make sure to associate with the correct policy upon attaching the documents and to run Workflows if needed/applicable. 

7. Repeat this process for all policies that require attention 

8. Always update the SS Documents Retrieval Sheet, based on how many policies you pulled and processed that day.. And the date you need to put in the tracker is the date the memo was effective/processed on their system. If you didn’t get any of the documents, just leave them blank.

PROGRESSIVE - Business Owner/Contractor GL Portal

Training Video: Understanding Freedance Reports 

1. When you’re logged in at the FAO portal, click MANAGE POLICIES > select BUSINESSOWNER/CONTRACTOR GL. 

2. You will be redirected to a new window. 

3. Click VIEW REPORTS and select PENDING CANCEL FOR NONPAYMENT. Choose any of the files (PDF/EXCEL). 

4. Once the file is downloaded, you may see a list of policies with pending cancellation (in this case, none yet).

5. But in case there is. Copy the policy number and search for it in the portal. 

6. Select the appropriate policy to process.

7. Once in the Policy summary already, select DOCUMENTS > then POLICY. 

8. Retrieve the Document that you’ll process. 

9. Repeat this process for all records found on the Policy Transactions saved via PDF/EXCEL 

10. Always update the SS Documents Retrieval Sheet, based on how many policies you pulled and processed that day.. And the date you need to put in the tracker is the date the memo was effective/processed on their system. If you didn’t get any of the documents, just leave them blank. 

Weekly Report

Training Video: Claims Report

In EZLynx:

1. Go to REPORTS > CLAIM > CLAIM TRANSACTION DETAIL> Select CLAIMS REPORT

2. Download report and upload to CLAIMS WEEKLY REPORT folder, rename date if necessary. 

Unmatched Claims policy window: 

Training Video: Unmatched download 

Scenario 1: Go to Claims Download if there are unmatched claims. 

Scenario 2: The policy is already in the window. You just matched them into the account. 

1. Click the search.

2. After you search the account, find the policy and match.

3. Then continue and finish

4. You can check in the account that the claim is already reflected.